Land line not working

[GLA2]

Last week my home phone stopped working. No dial tone can't receive or make calls. 

I've not changed my package and talk line rental is included. 

Checked the wires, box on the wall, wires outside and even plugged a new phone in and nothing. I can't find anything about how to get this fixed on my sky account and it says to call but I can't without a phone. It then tells me to check here? Can anyone help?

[caesarome]

@GLA2 

To get you some help with this 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.

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

[GLA2]

Thanks very much. Really appreciate it 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @GLA2.

[GLA2]

Hi, I had this issue fixed shortly after this being raised before. This week, my phone line again has stopped working with the same issue as before. 

I am really not sure what has happened. 

This was escalated before and an engineer was sent to me. Can someone please help to get this fixed please. Thank you 

[MarkGoldsmith]

@GLA2 - i've escalated your post to the Messaging Team.

[GLA2]

I've not had any contact as yet, do you know how long this would be?

[GLA2]

Hi, I had this issue fixed shortly after being raised before. About 10 days ago, my phone line again stopped working with the same issue as before. 

This was escalated before and an engineer was sent to me. It was also escalated on here on the 4th December but no one from Sky contacted me. Can someone please help to get this fixed as I have been without a landline again for some time now.

I have no dial tone when I pick up the phone and when you try and call it, it says busy. This is even after openreach installed a new box for me which worked for a short period of time before breaking again. 

Thank you 

[Daniel0210]

@GLA2 

There's an issue with the Escalation process this afternoon so we can't escalate it again at the moment.

[Daniel-F]

Hi @GLA2 

I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll then have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll just need to check the chat thread regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Thanks,

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

[GLA2]

I have contacted more than once about my landline not working. I've had 2 visits from openreach engineers who tell me the issue is fixed and it isn't. 

I cannot receive incoming calls, I get no dial tone when I pick the phone up and if someone calls my landline, it says busy. 

They have replaced the main box terminal, wired etc and this is still happening. My uncle died on Christmas eve and I had to be notified by email as my family had no other means of contacting me as I don't use a mobile. I am really annoyed about this and I should not have to constantly chase an issue that is not being resolved. I am paying for a landline that I cannot use and I want this fixed and to be compensated. 

[Daniel0210]

@GLA2 

Have you had an Openreach visit since your issue was escalated on 12 December? If so would you like another chat like before in order to report the continued fault? 

Regarding compensation, the following link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when you notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day).

There is no such scheme in place for customers in the Republic of Ireland.

[GLA2]

Thank you for your reply. If you could please escalate this again for me as I feel that this may require another visit. Yes, openreach have been to me since the last report in December and I have only now got round to contacting about this continuing problem as this takes some time to get this picked up each time. 

Just to clarify, I have had an engineer visit in November and December with the issue not being fixed at all yet. 

[Daniel0210]

@GLA2 
I’ve re-escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014