No Sky talk. Landline dead but Broadband works

[Johnda1]

Hi, is anyone having these problems in Folkestone, Kent? No Sky talk. Landline is dead but Broadband works.  We cannot dial out or receive landline calls.  We have not changed anything at our end... this just happened

Many thanks in advance for a quick reply

[GD1]

@Johnda1 To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Johnda1 to chat.

[Johnda1]

I can't  return to the chat we were in.  How do I get it back?

[caesarome]

It was only sent to you at 8.45 this morning so should still be available to you via the bubble at the bottom of this page ?

[Mark39]

@Johnda1 try logging out of the forum and logging in again.

[Johnda1]

done but didn't change anything.  I still can't get back into the chat where we went through all the security questions, line tests, uploaded photo and even a reference number ... but nothing seems to have happened and Open Reach has not logged it... getting desperate!

[Lisa-P1987]

Hi there, the reason you cannot get back on the chat is because it was closed. 

We discussed the issue being a fault Openreach needed to attend and advised of the timeframes. The chat came to a natural conclusion and we said our goodbyes. 

If you need anything further, a new escalation will need to be sent to us as we cannot open already closed chats. 

[Johnda1]

Hi Liza

Apparently Open Reach have no record of this fault bing logged.  They told me to get back to you.  I am going round in circles and... frankly getting rather desperate.  Please help... many thanks in advance.   John

[Lisa-P1987]

You don't need to register the fault with Openreach as well. Once we have raised the fault, the usual turn around is 3-5 working days for external faults. Which was confirmed on your chat with us. 

So you don't need to do anything further now. 

[Johnda1]

I didn't "register" anything... but they told me that no fault had been logged for my address and there were no faults in the neighbourhood.  They told me to get back to you.  Are you sure that you registered the fault?

Regards

John

[GD1]

@Johnda1  If the fault has been raised with Sky it can take overnight for Openreach to be updated, there is nothing you can do to speed this up, contacting Openreach is pointless as you're not their customer, Sky is.

Once the info has been passed to Openreach they have a SLA of 2 working days to resolve, however it depends on how complex the issue is.

There is little to be gained by badgering Sky staff when a fault has only just been raised today, you'll need to show some patience with this.  If the CM team have said the fault has been raised, then it has been raised.

[Mark39]

@Johnda1 bottom line is it's in hand. Next will be Openreach's attendance. They may not come to your home, depending on where the fault is. It will either be fixed on first attendance (often it is), or if not they'll hopefully update Sky on the next steps.

[Johnda1]

We shall see.... Thanks anyway.

[Johnda1]

Any news?  Our broadband has been intermittent today.  There is still no sign of a working phone connection.  Please keep us informed of what is going on.  Many thanks

John