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Discussion topic: My landline is down. How can I book an engineer?

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This message was authored by Aldx This message was authored by: Aldx

My landline is down. How can I book an engineer?

My landline is down. I can't make any phone calls. I do not have a mobile phone. All the online trouble shooters lead me to phoning sky which I can't do because the phone is off-line.

I need to book an engineer to fix my phone line. Why do sky make it so hard to do something so simple.

I feel really helpless. What can I do.

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

Re: My landline is down. How can I book an engineer?

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

Are you new to Sky? Or has your landline with Sky worked OK up to now?

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

Re: My landline is down. How can I book an engineer?

Hello Mark, thank you for your reply. I have been with Sky for 20 years. Nothing new installed. My phone just stopped working this morning. The digital display says 'check your phone line' my broadband/wifi keeps cutting out too. 

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

Re: My landline is down. How can I book an engineer?

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

Amidst the troubleshooting you've tried, have you carried out the connection test here? https://www.sky.com/help/articles/broadband-diagnostic-start

 

If it doesn't identify a wider outage but detects a fault with your line you may be able to book an engineer there and then. Let us know the outcome. 

 

Faio8ng that, it would be best to report it to Sky. We can ask Sky's messaging team to contact you here tomorrow so that you can report it via a private online chat, if you wish?

 

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

Re: My landline is down. How can I book an engineer?

I followed the link and test. Thank you.

 

Result says broadband and wifi look ok. But my phoneline is dead. 

 

I would be really grateful if you could ask sky to contact me by private message on here. Thank you so much.

 

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

Re: My landline is down. How can I book an engineer?

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

@Aldx 

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 by typing it it to start the chat:

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. To start the conversation just type in it.
This isn't a live chat so replies are not instant.

__________________________________________________________________________________________
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 Lisa-P1987 This message was authored by: Lisa-P1987

Re: My landline is down. How can I book an engineer?

Posted by a Sky employee

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

Thanks

Lisa - Sky Tech Team Expert
This message was authored by Addie15 This message was authored by: Addie15

Re: My landline is down. How can I book an engineer?

Posted by a Sky employee

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

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

Re: My landline is down. How can I book an engineer?

Hi Addie, please don't close, problem has not been resolved. My phone line is still down and my internet keeps losing connection. 

where do i find the invite to chat to book an engineer?

 

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

Re: My landline is down. How can I book an engineer?

Posted by a Sky employee

Hi @Aldx 

 

Your post has been escalated again to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

 

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

Thanks
Tom
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