New customers for 1 week and landline not working with vulnerable parents

[Whiskas1]

All green now, still no landline says "check phone line on phone

[Whiskas1]

 

[JimM1]

@Whiskas1 Try the diagnostc check but i do not think that it will sort out a voice problem, link is below.

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

[Whiskas1]

No everything all good no issues locally

[Whiskas1]

I need sky to sort out but getting hold/in touch is like extracting hens teeth. 🙂

[Whiskas1]

I hope our late 80's parents don't need to get us overnight, they are not at their best either 😞

[JimM1]

@Whiskas1 And they are closed for the evening now, so phone call to them early tomorrow and just keep quite when fighting the phone bot and hopefully you get to a person to speak with! Report as BB good but phone not is check signal is displayed from the back off the hub all 4 lights green!

[JimM1]

@Whiskas1 Always an issue, myself just do not trust a digital phone system to stay up working 100% off the time!

[Mark39]

@Whiskas1, @JimM1 has covered everything. I'll just add that 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, rather than calling.

Note that Openreach's service level agreement is that they'll usually investigate within 2 working days of a fault being reported so you might want to consider so,e temporary alternative for your parents.

[Whiskas1]

New her how do I report it on here?  Thanks for everyone's help

[Daniel0210]

@Whiskas1 
I’ve escalated your post to Sky and their Messaging Team should contact you later. They can hopefully check the line and if an external fault is found pass it to Openreach for investigation. 

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Whiskas1]

@Daniel0210 @Mark39 @JimM1 @@@Thanks everybody, actually feeling quiet sick at the moment and a very bad nights sleep re parents situation, fingers x'd gets sorted quickly ( dad is always having his telephone line not working he's on the copper wire still part fibre and with open reach so seems to be a common theme here

[JimM1]

@Whiskas1 Had the phone on sky (check line) few times when on the old sky fttc line with mine plugged into the phone socket, call to sky always sorted it out really quickly, on the FTTP have just never bothered to re-connect the phone to the line so cannot say how good/bad the actual service is! Hope you get it fixed rapid and when working all you can do is keep the eye on it, does not help. Know how you feel, had the same with my dad in his eighties so when it happened i did the same rapid call to sky and rapid repair!

[Tom-W19]

Thanks for escalating. We've sent an invite to @Whiskas1.

[JimM1]

@Whiskas1 Sky have you up and at them now! Good luck! Jim👍