Land line not working but broadband is

[greenjanner]

For the second time in a month our landline is now working. The recorded message on trying to call in says that 'there is a temporary fault'. Our broadband is still working but the fault seems to cause our hub to lose connecyption to our Sky Q box.

there is no fault showing when I run the diagnostic tests advised. All the help articles just send me around in circles. Sky used to have good customer service. No longer it seems. All down to the customers to sort.

can anyone please assist?

[greenjanner]

That should read "my land line is not working"!

[Mark39]

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@greenjanner wrote:

For the second time in a month our landline is now working. The recorded message on trying to call in says that 'there is a temporary fault'. Our broadband is still working but the fault seems to cause our hub to lose connecyption to our Sky Q box.

there is no fault showing when I run the diagnostic tests advised. All the help articles just send me around in circles. Sky used to have good customer service. No longer it seems. All down to the customers to sort.

can anyone please assist?

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I'm not sure the customers here can help with this, given that Sky are, apparently, already aware. It may be a matter of waiting for Openreach to sort it out.

[greenjanner]

Well Mark, Sky are not aware as I jphave not managed to speak to anybody or even report a fault.

[Mark39]

What's the temporary fault you mentioned?

[greenjanner]

I have no idea. That is the message that any callers ro our phone hear. As far as I am concerned the phone is out of order, I cannot make or receive calls.

[Mark39]

OK, try the simple connection test here, even if your broadband service is working as it should: https://www.sky.com/help/articles/broadband-diagnostic-start

[greenjanner]

So, no one can assist in getting us any help?  I suppose the best thing to do is just cancel my contract. 

[greenjanner]

Yes Mark but as I have already said, that does not show up any fault. I have had Sky for over 25 years, I always start with that test.

[Mark39]

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@greenjanner wrote:

So, no one can assist in getting us any help?  I suppose the best thing to do is just cancel my contract. 

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We can ask Sky's messaging team to contact you here if you wish, but I'm mindful that last time you were unable to respond to the chat prompt.

[greenjanner]

I don't know how to respond to that, Mark. Are you suggesting that as I had a problem 'last time', which I don't understand, that I cannot get any help in getting a fault fixed?

peculiar.

[greenjanner]

@Mark39

I can see by trawling other threads trying to solve my problem, that you have been very helpful. What is it about our problem that is so hard to resolve or assist with? 

[caesarome]

@greenjanner 

Back in March you reported a phone line fault and twice we alerted Sky to you post, they then sent you a private message via the chat bubble on here but on both occasions you failed to respond to it.

If we alert Sky again will you be able to respond within 48 hours ?

[greenjanner]

Well, I did then as soon as I understood how it worked and I will again now if you facilitate it? I don't understand your reluctance. I have no other way of getting assistance. 

[caesarome]

@greenjanner 

I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this, so if the bubble hasn't appeared by 7pm it will be tomorrow that they will contact you by it:

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies are not instant.