Landline not working SKY which is needed urgently for CARECALL facility

[William6219]

My SKy Broadband is working but my landline is not able to receive or make any calls.  This means that my elderly father who is a vulnerable customer is not able to use the Care Call facility linked to his landline.  This is needed urgently to operate his Care Call pendant in case of falls as he lives alone.

[Daniel0210]

@William6219 

In his circumstances it may be worth you registering him with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are also different methods of communication with this team 

https://www.skyaccessibility.sky/

[Daniel0210]

@William6219 

Please clarify… who is the account holder? You mention your Broadband is okay, then state your father lives alone. 

[William6219]

It is my fathers landline which is not working and the sky account is in his name although I hold Power of Attorney for him.  I am trying to get the landline repaired urgently as he is at risk of falls and the CARE CALL facility relies on landline currently to work.  So if his landline is down it means nobody would respond should he fall.  

I have contacted SKY however they are saying 72 hours before they can get back to us.

[William6219]

Thank you for responding though.

[Daniel0210]

@William6219 

Sky will have passed the issue to Openreach who will investigate and fix it asap but until they know what the fault is and where it is no one can say when it'll be fixed. Their normal target fix time is two working days. I'm not sure if they will prioritise your Dads line. 

Did you register him with the Accessibility Team? 

[Mark39]

---

@William6219 wrote:

I have contacted SKY however they are saying 72 hours before they can get back to us.

---

You mean they've detected a fault and booked an engineer? It's Openreach's normal response time, I'm afraid.

[William6219]

Yes I am in the process of regitering him with the accessibility team.  

As a point of note for anyone else with the same problem I have just contacted the CARE CALL provider who are coming out this evening to fit a new digital box which doesnt rely on a landline to function.  This means that the service will be operational immediately this is connected.  You cant ask for better service than that.

Sky have not identified the fault yet but said I would get a response within 72 hours.