No dial tone / no calls but phone rings?

[Dooley17]

Hi, hopefully someone can help. I logged a fault nearly two weeks ago that my landline has no dial tone and when phone rings I can't answer. I also can't make calls. I haven't had any response from sky

lights on hub are all green and everything is connected correctly . 

I am getting worried as landline is a life line for my father who I care for

any advice? I have uploaded photo twice now and checked services etc. I really need to speak with someone but can't seem to navigate automated system

[Daniel0210]

@Dooley17 

How did you report it to Sky?

Sky will pass on any fault to Openreach for investigation and a repair.

[Dooley17]

I have and uploaded picture of the back of hub. The next screen said a line test may be carried out within 72 hours and can take 3 minutes but this was over a week ago and have heard nothing else so have repeated form today and virtual assistant said to ask community

[Daniel0210]

@Dooley17 

You'll need to contact Sky to see if they've had any update from Openreach.

In the UK the service level agreement between ISP’s and Openreach for fixing a fault is 2 WORKING DAYS.

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 the Ofcom website:~
So 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.

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 (from 01/04/25 the new rates are £9.98 per day). There is no equivalent scheme in place for customers in the Republic of Ireland.

As Sky broadband discussed here is a domestic set up there is no extra or quicker support for those working from home.

[Dooley17]

Thanks. My broadband isn't affected. Just the landline which my dad uses for keeping in touch / keeping himself independent 

how else can I get in contact with sky as dialling 150 doesn't work when landline is down

[Daniel0210]

@Dooley17 

I did ask earlier how you'd reported the fault originally? 

[Dooley17]

I reported it on the online form after going through all the guides. It had me upload photo and then information about 72 hours and line test?

Sorry I thought I'd answered that 

[Daniel0210]

@Dooley17 
To call Sky dial 150 (free) from a Sky mobile. Alternatively use this link…
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The forum filters don’t allow the posting of full phone numbers on here.

Calls to Sky will initially be automated which may try to send you here to the forum, offer you online help or offer to send you a text. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

[Dooley17]

Thank you