Landline cuts out when making and receiving call

[JV1000]

Whenever I make/receive calls on landline the line keeps cutting out about 15 seconds in . Swapped out phone still same, connected direct to master socket still same. This occured after renewing contract on Tuesday (17/01)

Any ideas?

[caesarome]

See if you can run this line test to see if a fault is found outside of your property and if something is found you can book an engineer repair, ignore the fact it says it will test your broadband:

https://www.sky.com/help/home/broadband/my-broadband-speed/no-connection-slow-wifi/articles/broadban...

You can also run this test via the MySky app.

Let us know how you get on.

[JV1000]

Thanks for your reply, I've tried this and no problem identified but the issue still happening.

[JV1000]

Hi @caesarome , forgot to add the results. According to the screenshots seems everything is fine but calls keep cutting out still when making/receiving calls. Can this be escalated please.

[caesarome]

@JV1000 

To get you some help with this I have escalated your post to the Sky Messaging team who will 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:
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 have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂 

[Greenfingers001 · Accepted solution]

Update:

Spoke with @JV1000 and line checks found external fault, external Openreach appointment booked.

Thanks again for the escalation have a great day 🙂

[JV1000]

Hi, Had confirmation saying that line has been fixed yesterday but the problem is still the same . Line cuts out mid-call each time, any help would be appreciated as getting urgent.

[caesarome]

Are you sure Sky or Openreach told you it had been fixed as usually Openreach takes 3-5 working days to respond to a customer fault so if Sky contacted them yesterday then you might be looking at sometime next week before they respond to it.

[JV1000]

@caesarome  Seems odd I got text message from Sky yesterday saying line has been cleared and working. Does this mean Openreach going to come within 3-5 working days? 

[caesarome]

What time did you get that text ?

[JV1000]

Just after 4pm yesterday (19/01)

[caesarome]

I have alerted the messaging team again for you who should contact you tomorrow so they can check what is happening here, at the very least you need to tell them that is they say the fault has been fixed that it hasn't and it is still present on the line.

[Tom-W19]

Thanks for escalating. We've sent an invite to JV1000.

[RESW]

My landline cuts out when answering calls. Broadband is working ok.