Landline Not Working but Internet Is OK

[StuartG1]

My phone landline isn't working (no dial tone and cannot make or receive calls). My internet is working fine though. I've carried out all the checks the website suggests, but they haven't resolved the problem. I've been with Sky Talk for years so it's not a new account issue.

Thanks

[caesarome]

Has this issue with the landline just started, so you have made no changes to your broadband package recently ?

[StuartG1]

There've been no changes to my package. It happened out of the blue either yesterday or Friday evening.

[caesarome]

@StuartG1 

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

[StuartG1]

Thanks @caesarome - much appreciated.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @StuartG1 an invite to chat.

[Lisa-P1987]

Update - Spoken to @StuartG1 and after a few checks, we found an external fault which has been booked in with Openreach 🙂

[StuartG1]

Hi @Lisa-P1987

BT Openreach still haven't come to fix the problem with my landline.  I received a text on 16/01 from Sky saying the problem had been fixed - it hasn't and nobody has been to my home to fix it.  A BT engineer said he'd come on Thursday afternoon.  He then said he was running late and would come first thing before any other appointments at 8:00am this morning (19/01).  He gave me his mobile number and I've texted him twice (08:21 and 09:36) but had no response.  It's now 11:30...

I really need my landline and I'd like a confirmed date and time from BT Openreach.

Stuart

[Lisa-P1987]

As today is the 5th working day, we would allow Openreach till after their appointment slot today before chasing it. Their latest slot's are 6pm and we typically see any updates from them round this time. 

So we would need to allow this time before doing anything,. 

[StuartG1]

Hi Lisa-P1987

The BT Openreach engineer has just been.  He said that there was a dial tone a few days ago, but there isn't any more, and that the line has probably been turned off by Sky while they were running diagnostics.  Can you check if this is the case?

He also said Sky will then need to arrange for another engineer to come out (he's on leave for the next week).

Thanks,

Stuart

[Mark39]

---

@StuartG1 wrote:

He [the engineer] said that there was a dial tone a few days ago, but there isn't any more, and that the line has probably been turned off by Sky while they were running diagnostics.  Can you check if this is the case?

---

I find that hard to believe. Sky's diagnostics take minutes to run.

I think you'll need to wait until Sky receive Openreach's report this evening, then we can ask the messaging team, to contact you again here (tomorrow) so that you can arrange for another engineer.

Post again tomorrow and we can set it up for you if you wish.

[StuartG1]

Hi @Mark39

It did seem a little odd to me when he mentioned it.  I'll wait until tomorrow to see what's happening.

Thanks for your help - and also to @Lisa-P1987

Cheers,

Stuart

[StuartG1]

Hi

I just wondered if Sky have received the engineer's report and if another engineer can be scheduled to visit?

Thanks,

Stuart

[Mark39]

@StuartG1 you would need to speak to Sky to establish the current position. I've asked the messaging team to contact you here so that you can do that via a private online chat , as you did before.

[Greenfingers001]

Thanks for escalating this. We’ve sent @StuartG1  an invite to chat.