Landline check line

[Fostera]

Hi, I am the bill payer but I pay for sky TV, broadband and phone line for my dad at his house as he's elderly and on his own. For the past 5 days, he has had no phone line, it states check line cord. We have tried another phone and still not working, no dial tone. 

wifi is working fine, I've tried online to get through to someone. I had a text to say they checked the line and it's fine! But to call if still needed help, when you call you have to be at the property. I don't live near my dad and have a new born baby. I'm finding it very frustrating that I can't speak to anyone to try and resolve, my dad can't as he can't make or receive calls! Any help?

[Mark39]

@Fostera does your dad's phone plug into a wall socket? Or does it plug into his broadband Hub?

[Fostera]

It plugs into the wall. We have tried another phone that also plugs into the wall and still no dial tone 

[Mark39]

@Fostera you could try the Accessibility team, given the circumstances. The issue may be that as the line test hasn't detected a fault, Sky may have concluded that the problem is within the home. The reason Sky want you to be there is to take photos and check connections etc. to help with diagnosis. An example might be whether the phone plug in via a microfilter? Or does the master phone socket have separate ports for broadband and internet? 

Just an additional though - has there been any recent changes to his service - for example, many phone  lines are being switched to a digital service?

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

[Fostera]

Thanks Mark, I'm going to try and get to his house tomorrow. It's more frustrating trying to speak to anyone, even the chat facility was only a AI bot and none of the pre specified options were suitable. 

I don't believe the digital thing comes into effect until August, it was all working fine and then just kicked in with line fault. I could see others had this issue previously, but didn't see any resolution for how it was resolved! 

[C1351]

Hi there, did you get your Dad's phone sorted?  I have exactly the same issue and have been trying all afternoon to sort it.  AI bot was hopeless and I have been through all the test suggestions, It's so frustrating.

Is there someone at Sky who can help ??????

Claire

[Mark39]

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@C1351 wrote:

Hi there, did you get your Dad's phone sorted?  I have exactly the same issue and have been trying all afternoon to sort it.  AI bot was hopeless and I have been through all the test suggestions, It's so frustrating.

Is there someone at Sky who can help ??????

Claire

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@C1351 does that mean you're also not the accountholder?

[C1351]

I am the account holder!  

[Mark39]

@C1351 work your way through Sky's help guide here to see if it resolves it: https://www.sky.com/help/sky-talk/fix-problems-with-my-phone/articles/fix-phone-problems-start

[Lez38]

Same issues

[Mark39]

@Lez38 Same help applies, then.