Landline dead - no ringtone

[Ng08]

My elderly mother, who is 88, has not had a  working phone for four weeks. I have logged a ticket with Sky who I hope have contacted Openreach. Sky Glass is working via the broadband.  Phone connected to splitter on wall socket. But no dial tone. As this is my mother account  I cannot get a progress report without her being with me to give the answers to the security questions. She lives 60 miles from me so this is difficult.  Please can I request help from a Sky expert to resolve this?

[Daniel0210]

@Ng08 

If you couldn't answer the security questions how did you report it to Sky initially? 

[Ng08]

I travelled down on Wednesday to see my mother and we logged a CSR ticket with Sky. I was hopeful this would allow me to check for updates, which is what I was told by Sky support. But yesterday when I called Sky they refused to speak with me! I still do not know if Sky have BT engaged in resolving this which is very frustrating.

[TimmyBGood]

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@Ng08 wrote:

I still do not know if Sky have BT engaged in resolving this which is very frustrating.

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For clarity, it's best to always refer to 'Openreach' rather than 'BT' in this context.  While Openreach Limited is wholly owned by BT Group it's required to be operationally independent, and 'BT' is an ISP in competition with Sky.

The very rare exception is when there's a separate legacy BT-billed voice service running alongside broadband from a different ISP, which is a potentially nasty complication.

You may get a better result by calling Sky again: some CS agents apply an unnecessarily rigid interpretation of their security requirements.  

[Mark39]

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@TimmyBGood wrote:

You may get a better result by calling Sky again: some CS agents apply an unnecessarily rigid interpretation of their security requirements.  

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@Ng08 I agree with @TimmyBGood . In particular,  in the circumstances you could try Sky's Accessibility  team.

[Ng08]

Thanks TimmyBGood. I just called again and will now hope that Openreach will work on this on Monday. And I will have to get my Mothers password reset to allow me to manage her account in future

[Ng08]

Hi All.  Is there anyway to escalate this issue on this forum? I logged it last Wednesday. Still down.  This is an elderly lady who relies on her landline, with its large buttoned phone. Its been down for 5 weeks in all.  

[Mark39]

@Ng08 do you have your mother's telephone password (not her online account password)?

[Ng08]

Hi Mark39.  Thanks for your reply. What is the telephone password? Is it important? If yes, how do I get this?

[Mark39]

@Ng08 it's a password for use when calling Sky (and using the chat service),  set up by the accountholder after Sky have verified their identity first by other means.

The accountholder can, if they choose, disclose their telephone password to an authorised third party who can use it to contact Sky on their behalf. The third party can do most things on behalf of the accountholder,  but not cancel.