Landline not working for 6 weeks since updated to Sky Ultrafast broadband.

[Heather+Anne]

We were updated to Sky Ultrafast Broadband 6 weeks ago and our phone landline has not worked since. We have made numerous calls to Sky but have got nowhere. We are getting desperate as we do know where to turn to next. We have tried the tests they have suggested but nothing works. We also sent photos of our set up as they requested, they keep telling us their network department is monitering it but as I said nothing changes. Is there anyone out there who can help a couple of 70 year old's get this sorted?PLEASE.

[Mark39]

Are you in the UK? Is your phone plugged into your Sky Hub? Does the Hub have a Voice indicator on the front panel - and if so, is it lit red or amber?

[Heather+Anne]

Yes we are in the UK. Yes the phone is plugged in to the hub. There is no voice indicator on the front of the hub, it's a white hub with a bluey/white light in the centre that's all. Thank you for showing interest.

[Mark39]

@Heather+Anne I think you'll have to pursue this with Sky, I'm afraid.  If you wish we can ask their messaging team to contact you here so that you can speak to them about it via a private online chat session.

However, if the issue has been passed to the Network team (which would be the right place for it) the chat advisers here may not be able to directly help and may suggest you call so that you can be transferred to that team. 

[Heather+Anne]

We have spoken to Sky on many Occassions and have asked to speak to the Network team but we keep being told the network team do not speak to customers that's what is so frustrating about all this, we seem to have hit a brick wall and do not know what to do next. We seem to be up a creek without a paddle with no one to turn to, we also asked if they will send an engineer to check the installation but they have also refused this request aswell. What is really annoying is that when the engineer had finished we asked if we should check the phone was working ok he said no need as he had checked it but that was obviously a lie, he knew it wasn't working and left knowing he had left us without a landline. We would very much appreciate it if you could arrange for someone in authority to contact us and sort this mess out once and for all.

[Mark39]

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@Heather+Anne wrote:

We would very much appreciate it if you could arrange for someone in authority to contact us and sort this mess out once and for all.

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As a customer, same as you, I'm not able to do that. It might be best for you to raise a formal complaint: https://www.sky.com/help/articles/how-to-make-a-complaint

The alternative is that I can request Sky's messaging team to contact you.

[Heather+Anne]

Ok thank you, if you could arrange for someone from the messaging team to contact us we will give it a try. We have to admit we do not have much faith in Sky over this, we have been using Sky for 22 years. This is the first problem we have had and we feel we've been badly let down.

[Mark39]

They're closed now, but I will make the request to  the messaging team tomorrow morning, so please return to this forum then.

[Mark39]

@Heather+Anne as discussed I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today.

Look out for a blue/red chat 'bubble' towards the bottom of the page and a private message inviting you to chat online. Replies from Sky may not be instant, so check back from time to time for updates.

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Heather+Anne to chat.

[Heather+Anne]

It has now been 8 Weeks since our landline last worked and the frustration with Sky's lack of information is unbelievable. We just wish that Sky would make some announcement or a least come on this forum and admit that they or Open Reach have a major problems with their VOIP set up in some areas. We have had numerous and pointless non returnable text messages stating the situation is being managed by the network team. So come on Sky show some guts and let us all know whats going on and stop keeping us in the dark, after all if you know whats wrong you would have fixed it after 8 weeks. Treat us with a little bit more intelligence and stop fobbing us off with nonsence excuses and promising return phone calls which never happen.