Problem with Sky Talk.

[Kellers4]

Landline has constant background buzzing / clicking noise. Inward calls not ringing.but callers can leave a message on voicemail (although hard to hear through the buzzing). Outward calls can be made but background noise makes it hard to hear.  

[Mark39]

Have you tried a different phone handset (Sky may ask you to do that)? Is your broadband affected, or is it working normally?

[Highlinder]

@Kellers4Could you please run through the phone-line test, using the link below.

https://www.sky.com/help/articles/fix-phone-problems-start 

[Kellers4]

Thanks. Just going to borrow one. Have tested current phones - they seem OK (batteries etc).

[Kellers4]

Thanks. Have tried that but not helped.  I did complete online form but received text back from Sky saying 'we have closed your online form as you already have an open case with us'

As a matter of interest we did have a similar problem last year. From my Sky texts I see that they passed the case to 'their Network Team' p soon after the problem disappeared.

[Kellers4]

Sorry, meant also to say that Broadband working fine.

[Kellers4]

Hi. Have tested with anither (borrowed) phone and the problem on the line is exactly the same (buzzing / clicking noise). Tried ringing from mobile but again landline doesn't ring and goes to voicemail..

[Mark39]

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@Kellers4 wrote: I did complete online form but received text back from Sky saying 'we have closed your online form as you already have an open case with us'

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Have you already reported this to Sky, then?

[Kellers4]

Yes I did, but as mentioed they told me that they have closed the case as I they seem to think that I have already reported the problem, which I haven't.  Have tried to phone (can't use landline as background noise too much. so on mobile) but wait time irritating long. As such , going around in circles.

[Mark39]

If you wish, we can alert Sky and the Community online messaging team may be able to contact you via a private online chat. 

Note it's not an instant chat service, and there's likely to be a delay between replies from Sky, so you would need to check back periodically for an update.

Let us know if you want to go ahead with it.

[Kellers4]

Yes please.

[Addie15]

Hi there, thank you for escalating this. We have  sent an invite to Kellers4.

[Highlinder]

@Kellers4  I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Greenfingers001 · Accepted solution]

Update:

Spoke with @Kellers4 and arranged for Openreach to attand and diagnose landline issues.

Thanks again for the escalation have a great evevning 🙂

[Kellers4]

Hi.

Openreach guy did visit on Friday for 2 hours and did confirm that our phones were OK and our house line was working OK. He also tested the line back to our local junction box and said that this was also OK. He said that the problem (buzzing on the line / phones not ringing when inward calls made) was due to a problem either on the line from the junction box to the Exchange or at the Exchage itself.  He said that he would report it and hooefully the problem would be resolved the following day. I thought that this was perhaps a bit ambitious given it was the weekend and as matters stand we are now at Wednesday and the problem is the same. Are you able to reach out to Openreach and get some action?

Thanks.

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