Landline not working but internet is

[Chris1969007]

My phone line doesn't seem to be working no dial tone and no calls being recieved but my internet is working although at half the speed it should be. Was only made aware of something being wrong as a relative said they've tried ringing a few times and it constantly ringing with no answer.

I've checked all the connections to the phone, sockets etc and tried unplugging it and plugging it back in and it still doesn't work. Tried the phone at a relatives house to see if that was the problem but it worked fine no issues so I'm assuming the issue is with my phone line.

Didn't think there was a problem with the internet speed until I checked on the 'service checker' page on my account to see if that would find anything wrong and it said there was a problem with my internet it's running at a speed of 15 Mbps where it's normally between 37/38 Mbps. Went onto the 'your speed history' tab and from the 15th August it's been running at 15/16Mbps so I'm assuming from that thats could also be when the issue with my phone line started to happen.

Any help would be appreciated thanks

[cookiemonsteruk]

@Chris1969007 

Can you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

And run tests on your my sky app and post the info in more about your connection

[Chris1969007]

I've got my hub stats but I don't understand where to post them on the my sky app?

[cookiemonsteruk]

@Chris1969007 

Post them on the forum by clicking the icon that looks a photo above where you type in your posts 

If your "run tests" from my sky app and click "more about your connection" you can do the same with that info id minimum guaranteed download speed.  Alternately highlight the text and copy and paste

[Chris1969007]

Hopefully this is right?

[cookiemonsteruk]

@Chris1969007 

Ok that does look like a bad internet connection that is affecting your landline so best to treat as a broadband fault

Call sky on 150 from your landline or sky mobile or
zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.2
Remove all the full stops

To book a broadband engineer alternately we can escalate directly to sky

[Chris1969007]

I thought it might have been it doesn't help they seem to be doing constant work on the exchange boxes round here as of late.

Can you escalate it for me please?

[cookiemonsteruk]

@Chris1969007 

Keep an eye on the forum preferrably 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 blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Chris1969007]

Ok. Thank you for the help appreciate it!

[Chris1969007]

Still not heard anything back about this?

Problem still persists was going to book an engineer online which I've had the option of being able to do so the last few days when I've done a service check but now when I've gone to do it the options not there as it's saying everything's good after I've clicked the 'let's fix this' even though on that page it says there's a problem with my internet I'm still i'm getting half the speed I pay for and no working landline.

Looks like I'll have to call them when I have the time and request a line check/engineer that way.

[Daniel0210]

@Chris1969007 
I’ve escalated your post to Sky again and the Escalation Team may get in touch with you later.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat with a Sky expert or it will close automatically. If you fail to respond to each message from Sky within 48 hours the chat will again automatically close down even if your issue isn’t resolved. Replies on the chat aren’t instant so keep checking the chat thread regularly.

You need to make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
If you are using Safari also make sure that Hide IP Address is not checked in order to see the blue bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂 
 

[Tom-W19 · Accepted solution]

After speaking with Chris1969007 we accessed the account to run a line test which detected an external fault on the line and we have raised this to Openreach to resolve shortly.

Also spoke about their Hub setup and gave advice on the best setup going forward.

It was a pleasure speaking with you Chris1969007 and thanks again.

[Chris1969007]

So after speaking to someone at Sky and being told that the problem would be fixed by openreach typically within 3 to 5 days as it's an external fault I still have no landline or internet that's working at full speed nearly 2 week later.

Internet did go to it's full speed a day after speaking with Sky but that lasted 5 days then went back to half of what it should be.

Any help would be greatly appreciated yet again as I've been without a landline for weeks now and half the internet speed we are meant to get yet still paying for what we're guranteed. I have a feeling I'll have to ring up about this even though I don't really have the time as I work 5/6 days a week but it's probably the only option at this point.

[Mr+Flibbles+86]

Hi there, 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