Landline not working, Sky refused to help since we dont have broadband, elderly parents at home

[ShulyBee]

Our landline is faulty and Sky customer support refused to send an engineer since we dont have broadband. This is shocking as we have a service contract and I told them we have elderly frail parents at home who rely on the phone line. The response was to sign up for broadband which we dont need!! Any ideas? 

[Mark39]

I haven't come across this before. What do you mean by 'a service contract'? Do you have a Sky Talk subscription? What problem are you having with your landline?

[ShulyBee]

Yup we have a Sky landline talk contract. The line is totally dead, cant make or receive calls, and have followed all the troubleshooting steps. If we try to make a call, there is a crackling sound / no dial tone. If we try to call it, its constantly engaged.

[Daniel0210]

@ShulyBee 

I've not across this before either. Is the Sky Talk subscription a very very old one? 

[ShulyBee]

It's maybe 6/7 years old. We only have TV and Talk with them.

[Highlinder]

@ShulyBee  Do you have broadband with another ISP or do you not have broadband at all?

[ShulyBee]

We do have broadband with Virgin

[Daniel0210]

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@ShulyBee wrote:

We do have broadband with Virgin

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@ShulyBee 

Are you sure the landline is still with Sky? 

[ShulyBee]

Yup 100%!

[Mark39]

@ShulyBee who do you pay line rental charges to?

[Kirsty+S27]

Hi @ShulyBee 

I apologise for the experience you have received. 

I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works -  https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

It also may be beneficial to register with the Accessibility team. Once registered there are different methods of communication with this team. 

https://www.skyaccessibility.sky/

Thank you. 

[Greenfingers001]

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

[Lisa-P1987]

We are still looking to help you @ShulyBee . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks