Report a phone fault

[May46]

My mum has a problem on her landline and I'm trying to contact Sky to report it. I'm getting told that she needs to phone them to report it. How can she report it when her phone isn't working. My mum is 76 years old with health problems and needs her phone to be working. I asked if I could report it via the text messing service but was told no it has to be done via the phone. Can anyone offer any advice.

[caesarome]

Have you setup an online account to manage your Mum's services because if so you could try running this line test to see if a fault is found outside of her property and if something is found you can book an engineer repair, ignore the fact it says it will test your broadband:

https://www.sky.com/help/home/broadband/my-broadband-speed/no-connection-slow-wifi/articles/broadban...

You can also run this test via the MySky app.

Let us know how you get on.

[Daniel0210]

@May46 

Is the problem that you can't get past the security questions as you're not the account holder? If not it may be an idea to ring Sky via a mobile from your Mums address so that they can speak to her in person if required and can carry out any troubleshooting required to check the line. 

[May46]

I tried the test and it said there was no problem. I don't live near my mum so can't phone from her house and she doesn't have a mobile. It's ridiculous the only way they will let me report the fault is via the phone.

[May46]

Just tried calling Sky but because im not in my mums house they wouldn't let me go any further on the phone. It's ridiculous I stay in another city so I'm expected to travel to my mums to make the phone call when they could just report it. The customer service is shocking. 

[Daniel0210]

@May46 

Perhaps your Mum could ask a neighbour to help her report it to to carry out any troubleshooting. 

[Mark39]

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@May46 wrote:

Just tried calling Sky but because im not in my mums house they wouldn't let me go any further on the phone. It's ridiculous I stay in another city so I'm expected to travel to my mums to make the phone call when they could just report it. The customer service is shocking. 

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My understanding is that Sky are unable to raise a fault with Openreach until various checks have been completed with the phone installation, which necessarily means the householder (or you on their behalf)  being at home to complete them.