Landline just crackles does not connect

[HalcyonDays]

My landline crackles dials but does not connect. I am a senior citizens and do not have a mobile phone so cannot phone sky. i have broadband. i have tried the chat line but no help. i have checked connections including unplugging the hub and plugging back in. My landline is my lifeline what can I do

[Mark39]

@HalcyonDays has your landline with Sky worked ok before? What happened with the chat?

[HalcyonDays]

it has been working for 4 years no problems.andwas fine yesterday i get a crackling on the line i dial any number it rings for a second then crackles again does not connect, green light on hub for voice is off other 3 green lights are on I have disconnected andre connected 3 times to no avall so with no mobile phone i am well and truly stuck

[HalcyonDays]

the chat just keeps asking if broadband is working which it is . despite me keep tellig it the landlune is not working. the landline line is now completely dead no dial tone

[Mark39]

@HalcyonDays try restsrting your Hub (again) by switching it,off at the plug for a few minutes then running the connection test here, (even if your broadband is working ok.)

If it doesn't detect a fault, it's best reported to Sky. We can ask Sky's messaging team to contact you here so that you can report it via a private online chat, if you wish. (This will be a chat with a human, not an AI bot).

[HalcyonDays]

Yes that would be great if you could organise it. I just want to n=know if it a local uissue with Open Reach and if it is being sorted or it needs to be referred  Neighbour has tried ringing my landline it rings their end but not at mine Thank you

[Mark39]

@HalcyonDays try the connection test first. If it finds a fault you'll be able to book an engineer there and then.

[HalcyonDays]

how do i try the connectiion test for lasndline only i have done one for the broadband and that is okay. howdo i book an engineer very difficult for me as only havre landline which i need for emergencies and have no mobie phone. i need something asap

[HalcyonDays]

i really would prefer for the sky messaging team to contact me as mentioned in an earier post especially asi have no phone. my phone line is dead i suspect this could be an open reach issue but do not know

[Mark39]

Sorry @HalcyonDays I didn't include the link to the connection test - just tap the 'test my connection' button here: https://www.sky.com/help/articles/broadband-diagnostic-start

If it doesn't detect a fault, I'll ask Sky's messaging team to contact you here (it will be tomorrow now).

[HalcyonDays]

i had already tried twice before your messagethat but it does not show a fault, so i would appreciate an urgent contact from the  sky messaging team tomorrow morning as i feel vulnerable without a phone thank you

[Mark39 · Accepted solution]

@HalcyonDays OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging tomorrow morning. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close.

For the detail of how it works see this guide:

https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[J_ham]

Thanks @Mark39 for escalating this. We’ve sent @HalcyonDays  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[HalcyonDays]

Thank you for all your help. The General Chat line is useless. However Sky representive has identified the issue is outside my home and has been referred to Open Reach to repair usually within 2 working days

[Mark39]

Good to hear, @HalcyonDays. Feel free to post again if you have further problems.