On Sky Talk and reported essential landline not working customer service response dreadful

[Mog2]

We have been with Sky TV for nearly 30 years and are VIP customers - we have everything Sky Broadband Sky Talk etc etc

3 weeks ago we upgraded to Sky Q and have 3 extra mini boxes- everything worked fine but 3 days ago our essential landline phone (my wife is hearing impaired and can only hear the landline) stopped working. If people rang our landline we could hear them when we answered but they couldn't hear us. If we dialled out the phone would not ring out after dialling. We spent ages ringing Sky via our mobiles costing us charges and taking ages answering all the automated questions and anything to stop us talking to a human being. Eventually got through to a female customer service adviser who treated us like imbeciles ajd didn't listen. She just read from script and  wouldn't arrange an engineer to visit and said it could be 72 hours before somebody contacted us after carrying out tests  - tonight somebody  rang our landline and couldn't hear us then we received a text message on our mobile saying a SKY engineer needed to speak to us and left a number  - We rang the number and it put us through all the  stuff you have to answer before speaking to a human customer service rep again  - he knew nothing about the text we received and then put us on hold on our mobile for over 30 minutes in the end we gave up and he never rang us back. We are both 70 years old but not stupid we have careers in sales management and leadership development training and we are disgusted wth this appalling  service  - who trains these people. They're fine if selling but customer after service is abysmal - we are now in limbo  - if I'm not at home my wife has no phone service she can rely on in an emergency  - at our wits end but SKY do not care

[Mark39]

If I've understood correctly, the current position is that you haven't been able to establish whether or not an engineer has been booked to investigate the fault. Is that right?

[Mog2]

Exactly 

[Mark39]

If you wish, we can ask Sky's messaging team to contact you here so that you can seek an update via a private online chat?

As with all contact with Sky, you'll have to go through the same procedure as previously in order to verify that you're the accountholder.

[Mog2]

Thanks Mark39 for your support with my landline problem. I've just tried the line a few minutes ago and it's now working 

The person who put me on hold last night must have sorted the fault one-way or another- it would have helped if they had called me back on my mobile and confirmed this rather then leaving me in limbo re the situation.  

It's the communication that sometimes let's SKY down and having to speak to different people whilst sorting out a fault

[Mark39]

That's good news. I'm glad it's resolved. By all means post back on the forum if you have further problems.