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Discussion topic: Landline not working

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This message was authored by Fobury This message was authored by: Fobury

Landline not working

No dialling tone on picking up the phone. Have followed recommended procedures to no effect.

When number called from mobile, phone did not ring although it sounded as though it was on the mobile. Then went to 1571.

 

Internet is working.

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This message was authored by caesarome This message was authored by: caesarome

Re: Landline not working

Posted by a Superuser, not a Sky employee. Find out more

@Fobury 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.


This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147


When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours.
This isn't a live chat so replies are not instant.

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If someone has helped you then please click on the LIKES button in their post.
If you need help please provide as much information as you can
This message was authored by Addie15 This message was authored by: Addie15

Re: Landline not working

Posted by a Sky employee

Hi there! Thank you for escalating this. We have sent an invite to @Fobury.

Fobury
Topic Author
This message was authored by Fobury This message was authored by: Fobury

Re: Landline not working

Still no connection 36 hours later 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Landline not working

Posted by a Superuser, not a Sky employee. Find out more

@Fobury 

You haven't said what the result of the chat invite was but if, as expected, Sky passed any fault to Openreach you need to be aware that Openreach don't work on individual domestic faults at a weekend. 


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
Fobury
Topic Author
This message was authored by Fobury This message was authored by: Fobury

Re: Landline not working

Thank you. I have no idea where I am at. I think I have followed the online instructions correctly but who knows? What I do know, is do not choose Good Friday for a phone to go down. I am not expecting now to be dealt with until Tuesday ie 4 days.

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Landline not working

Posted by a Superuser, not a Sky employee. Find out more

@Fobury 

I don't know what working arrangements Openreach have for bank holidays but I suspect you're correct. 

The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk.
https://www.sky.com/help/articles/auto-compensation

If you have a total loss of service and it isn’t fixed after two full WORKING days from when the fault is first reported to Sky, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account.


▪️I AM NOT A SKY EMPLOYEE ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
Fobury
Topic Author
This message was authored by Fobury This message was authored by: Fobury

Re: Landline not working

Many thanks for that. Much appreciated.

This message was authored by Tom-W19 This message was authored by: Tom-W19

Re: Landline not working

Posted by a Sky employee

Hi @Fobury 

 

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

Thanks
Tom
Fobury
Topic Author
This message was authored by Fobury This message was authored by: Fobury

Landline down

No dialling tone on picking up the phone. Have followed recommended procedures to no effect.

When number called from mobile, phone did not ring although it sounded as though it was on the mobile. Then went to 1571.

 

Internet is working.

This message was authored by Mark39 This message was authored by: Mark39

Re: Landline down

Posted by a Superuser, not a Sky employee. Find out more

@Fobury you didn't complete the online chat that was arranged for you. Do you want us to alert Sky again?

Fobury
Topic Author
This message was authored by Fobury This message was authored by: Fobury

Re: Landline down

Thank you. Anything to get me connected again after 4 days

This message was authored by Mark39 This message was authored by: Mark39

Re: Landline down

Posted by a Superuser, not a Sky employee. Find out more

Ok, I've alerted Sky again. Once the chat is started you have 48 hours before it's automatically closed, so come back from time to time for updates until then.

This message was authored by Tom-W19 This message was authored by: Tom-W19

Re: Landline down

Posted by a Sky employee

Thanks for escalating. We've sent another invite to @Fobury.

Thanks
Tom
This message was authored by Mr+Flibbles+86 This message was authored by: Mr+Flibbles+86

Re: Landline not working

Posted by a Sky employee

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

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