Landline dead

[EJDodd]

I would like to report a problem with my mam's phone line. Broadband works, the phone line is dead. My parents are elderly so they can't sort this themselves. I've done the trouble shooting advice, and I've tried a different phone, phone cable etc. 

Please can you help 

Thankyou

[Chrisee]

@EJDodd unless you are authorised to contact Sky your parents will have to call Sky and report the fault. 

[EJDodd]

Thanks for your reply, it was my understanding that I report the fault here. 🙂 

[Highlinder]

@EJDodd  No one will know you from just a forum post. You will as @Chrisee  pointed out either get your parents to contact Sky and report the fault or if you have the password for the account call on their behalf to report the fault.

[EJDodd]

Ok, so the problem I have is my dad is the account holder for sky and he has dementia. It's not possible for him to communicate. I have power of attorney. I cant find a telephone number to call them. I want to talk to a person who I can explain this to. I have policy numbers, but don't know passwords. Looking online, everything brings me back to contacting the forums. Even the computer  bot thing couldn't help. Seriously almost in tears. Just want someone to test the phone line. I work in IT and this is so frustrating. 

[GD1]

@EJDodd  Unless you can pass security on the account Sky won't talk to you.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

[Mark39]

@EJDodd unfortunately you have to pass the security checks before Sky can carry out a line test. Given your dad's circumstances and as you have PoA, you could try the Accessibility team. Contact details here: https://www.sky.com/help/articles/contacting-sky-accessibility

[EJDodd]

Sorted. Managed to speak to a person, lovely man. Tested the line. Passed over to openreach. Thank you for taking the time to respond. 👍

[Daniel0210]

@EJDodd 

Even though this issue has been reported it would still be advisable to register your parents with the Accessibility Team who may be able to help in the future. Once registered there are also different methods of communication with this team
https://www.skyaccessibility.sky/