Landline in TW2area not working

[MamaMaud]

My landline does not dail out or receive calls, I have tried all the tests even bought a new phone ( which worked  at my son's house), even took my old phone to test it on a working line ( that was fine), I am living alone , 86 years old and my emergency fall button and responder is not operational with no landline, please help me. 
I live in TW2 area

[Daniel0210]

@MamaMaud 

Is your Broadband working okay? Any recent changes to your subscription?

In addition, with your need for the alarm in case you have a fall it may be worth you registering with the Sky Accessibility Team who may be able to help you now or in the future. Once registered there are also different methods of communication with this team
https://www.skyaccessibility.sky/

[cookiemonsteruk]

@MamaMaud 

There does appear to be an outage . Is your broadband working. Have you notified sky if not we can escalate

[MamaMaud]

My landline is not working, I am 86 all alone and need an engineer to help sort this problem out. My son has done all the checks but the landline just is not working even with a new phone plugged directly into the socket. 
Is there a number to call that had a human on the end of it?

[MamaMaud]

Thank you for replying, the broadband is fine just the landline that is not working. 

[MamaMaud]

Just to add , we are really struggling to find a way to contact anyone at sky who could help beyond your responses on the community, thanks. 

[cookiemonsteruk]

@MamaMaud 

Keep an eye on the forum using a chrome browser

I've escalated your post via the community chat. This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or red and blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Mark39]

@MamaMaud you can find the number to call via the 'need more help' button at the bottom of the page here (we can't post phone numbers on the forum,): https://www.sky.com/help/home

Or if you prefer, we can ask Sky's messaging,team to contact you here so that you can report it via a,private online chat.

[Greenfingers001]

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

[MamaMaud]

Thank you everyone for your replies but unfortunately none of the information helped because if you have an 86 year old mother who can't remember how she set up her account you don't stand a chance of contacting anyone helpful st sky.

Surely there has to be a straightforward way of someone reporting a fault on a line or has safeguarding/ GPDR gone so far that we can no longer help someone who desperately needs help.

As it happens we managed to trick the system to check the line and establish that there was a fault outside the house, but it shouldn't be this difficult Sky, you need to review your systems. 

[Mark39]

Sky front line advisers simply can't do anything unless and until they've verified the identity of a customer. I imagine their systems are set up in such a way that they comply with legal and regulatory requirements.

As highlighted in the first reply, the Accessibility team may be the best people to speak to.

[Kelsingra]

Hey @MamaMaud 

Welcome to the Forum! 🙂

As you mentioned that you have emergency fall button and responder that don't work without the landline, I wanted to make sure that you know about our Accessibility Team who can give you extra support if needed.

Are you already signed up with the Accessibility Team? Once registered there are also different methods of communication with this team

https://www.skyaccessibility.sky/

Thank you for joining our Community Forum! 🙂