Landline

[AW90]

For over a week we have not been able to use our Landline firstly no tone.

Now for the last few days a constant engaged tone.

We have done all the checks suggested, several reboots by ourselves and with agent.

Uploaded photos of connection point to online link for phone issues.

No acknowledgement or progress report.

Complaint form and told case closed?! issue passed on.

Is there an escalation link?

[Daniel0210]

@AW90 

I'm guessing here that the phrase 'issue passed on' refers to Openreach being notified. Openreach don't work on individual dwelling issues at the weekend so if it hasn't been fixed in the next couple of days you'll need to contact Sky again to chase it up.

[AW90]

Thank you for your prompt reply.

Hopefully, we will hear early next week.

We are so close to giving up the landline (not our first choice) as not getting anywhere.

[Daniel0210]

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@AW90 wrote:

We are so close to giving up the landline (not our first choice) as not getting anywhere.

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@AW90 

Sky Talk landline is bundled with your Broadband subscription. Presumably your broadband is working okay?

Once aware Sky usually quote 2 WORKING DAYS as a potential fix time due to the service level agreement in the UK between ISPs and Openreach for fixing a fault.

▪️

This link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
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 Sky are notified of the fault, you will become eligible for it.

From Ofcom’s website:~
If your broadband or landline service stops working, you will have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

This auto compensation is applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/25 the rates are £9.98 for every complete day).

[AW90]

The broadband is fine. 

We have been with Sky for less than a month.

Already a hub had to be replaced but everything back and running:

TV streaming, broadband, internet but No landline now, just engaged tone (no loose connections.)

We seem to have exhausted all the checks and no acknowledgement/progress report on our submitted communication to phone issues link.

[Mark39]

@AW90 just to check - is your landline phone plugged into your broadband Hub?

[AW90]

• Yes.

[Mark39]

/@AW90 white Hub or black? If it's the black one, if the Voice LED on the front panel illuminated? Amber or green? Do you have full fibre with a separate ONT on an inside wall, or part fibre?

[AW90]

It is a white Sky Hub. + Full fibre (city fibre box)

[Mark39]

@AW90 if it hasn't been suggested already, try turning off both your Hub and the ONT for an hour to see if that kicks things into life. If it doesn't, then it's probably a matter of waiting for Sky to investigate, I'm afraid - but if you wish, we can ask Sky's messaging team to contact you so that you can confirm it's in hand. 

[AW90]

Yes, that would be good if the messaging team could get in touch.

Thank you.

[Mark39]

@AW90 happy to alert them once you've tried the restart. It's worth doing it again if you haven't done so today.

[AW90]

As your suggestion is to turn off for an hour, I would probably try this overnight.

As mentioned before, we have turned off and on several times over the last 4 days.

Thank you for your replies.

[Mark39]

@AW90 OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later this evening or perhaps tomorrow now . Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close, so it will still be available tomorrow if you wish to carry out the restart overnight tonight.

For the detail of how it works see this guide:

https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

[AW90]

Thank you.