Sky Talk not working

[freddielk]

On 9th July my broadband and tal was activated, broadband is fine, works at the exact specified speed. Perfect. Talk to' does not work, I have dial tone but cannot make of receive calls. This is still the case no 29th August.

Reported it numerous times, followed the line tests, numerous times, powered off ONT and Hub five times so far, spoken to two Sky help reps in Bulgaria, did as they said, uploaded a picture of the hub and it's connections, tried the Chat service, eventually raised a complaint, they promised a call back the next day, no call!

I've tried two phones, made no difference, the sky rep confirmed my DECT BT Studio phone was compatible. This DECT phone worked fine on my old copper line prior to getting fibre.

Skys comment on 28th wsa to contact Centre for Effective Dispute Resolution - what do I ay to them?

I just want my phone line to work, can someone please help.

[Mark39]

@freddielk welcome to this customer Community, albeit under less than ideal circumstances.

To rule out the obvious first, simply because you didn't mention it - is your phone plugged into your broadband Hub?

Do you have a black Hub or white? If it's a white Hub, amongst the steps you've taken, did you turn it (and the ONT) off at the plug for at least an hour?

[freddielk]

Yes to all your questions, black Sky Hub, phone is plugged into the UK Tel socket, I get dial tone, I've powered of the OT and Hub, left it for an hour, I know tghis downloads a new profile, and it does not fix the fault. Did thei last nught as Sky said the issue was fixed, and it isnt. I have done this procedure five or six time on instruction from Sky all to no affect. It's getting very tiresome. 

[Mark39]

@freddielk thanks, very frustrating, no doubt.

Two things we can do.

One is for you to raise a formal complaint, in writing, using the web form option below (regardless of any complaint you may have made verbally already to the customer services team).

https://www.sky.com/help/articles/how-to-make-a-complaint

The second is that we can ask Sky's messaging team to contact you here so that you can follow this up via a private online chat.

[freddielk]

I have raised a formal complaint, (I have the complaint case reference) they promised to phone me the next day, 28th, but no call came. I wasn't surprised They recommended I contact, CISAS. What can they do?

When I was speaking to an agent I asked them to call me back every day with a status. This worked for three days and no more calls.

The standard format is talk to me for a few days, text me to reboot the ONT and Router saying that will fix it and I think they then close the case.

Sky have not delivered my order according to the contract so I assume I can move on to another provider without any penalty, my last resort because I'm happy with the Broadband side of the contract and I want to stay with Sky.

What I want is a dedicated technical supervisor/member of the provisioning/faults team to call me everyday till this is resolved. Ideally I would like their direct phone number.

This cannot be so hard it takes over seven weeks to enable!

Any advice gratefully received.

[Mark39]

@freddielk hard to see how CISAS can help. It's not a dispute per se, rather a failure to deliver. I doubt there would be any argument about releasing you from your contract if you so chose.

Unfortunately there are limits as to how the Community can help. We can only ask the Community Messaging team to try to help as I mentioned previoisly. We can't engage 2nd line technical support. It's highly unlikely either, I'm afraid that they'll give you a direct number to call.

[freddielk]

Hi Mark, I realise I'm expecting too much for a dedicated support person, and I appreciate your comments so far.

Can you explain how to ask Sky's messaging team to contact me here so that I can follow this up via a private online chat.

I've had online chats and these have not helped either. 

It's just so frustrating that no one knows how to resolve this, ten days ago one agent said Openreach had found a fault and were looking into it. I would like to know what the fault is but this information is never passed on. I guess they don't expect us to understand.

I have been keeping a log of whats happened and I have the transcripts from all my online chats.

Thanks agin Mark

[Mark39]

@freddielk I've alerted Sky so look out for a blue/red chat 'bubble' towards the bottom of the page later this evening or possibly to,orrow now. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

For the detail of how it works see this guide:

https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/ba-p/3711147#M1014

I hope they're able to help.

[Brill+Gill]

Thanks for escalating this @Mark39. We’ve sent @freddielk an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[freddielk]

Okay, I hope to respond tomorrow

[freddielk]

Well I responded, to an advisor, lasted about five mins when the verification system failed when I gave the correct answer about my bank account last two digits, "An error occurred while processing your response. Please try again." I tried again and again and again.... It seems this system was created by the same people that created the Talk system.

I am getting extremely frustrated by this lack of any care in handling an issue that has been ongoing for 7 weeks now.

Please Somebody Help Me!

There must be someon that actually knows waht to do, maybe thay will be back on Tuesday after the bank holiday!

😞

[freddielk · Accepted solution]

Finally, I checked this morning (1-sep-2026) at 9am and my line has been connected. It took 8 weeks from activation. 

Now how do I get my old phone number to replace the number Sky has allocated to me. I checked with my previous ISP and they did release it. Is this two stage process where Sky give you a "holding" number and then update it with my old copper landline number? I hope this is the case.

I would also like to know what was done to finally get the lince activated.

[freddielk]

You may have seen my other discussion about my Talk service not working since activation on 9th July. 

It was resolved on Tuesday 1st September, 63 days later. Broadband was perfect from day 1.

Upon resolution I should be due automatic compensation and I would like to know how to talk/chat to a Sky rep about this.

My phone/Talk option took 63 days to be activated, and many hours of my time online and in actual calls to Sky reps in Bulgaria.

I would be happy to accept a free upgrade to my Broadband 150 Mbps to 500 Mbps and better WiFi, I think this is reasonable option. 

Thanks for reading.

[Mark39]

@freddielk call Sky on their usual number (150 from your landline) to discuss. However, there's no need, as compensation is calculated in accordance with Openreach guidelines and paid automatically within 30 days of the fault being fixed. It's paid only as a credit to your Sky account. 

https://www.sky.com/help/articles/auto-compensation

[freddielk]

Sky gave me a new number even tho' I asked for my old number to be transferred. I thought this new number was acting like a place holder till my new number transferred.

My phone is now working finally, 8 weeks after activation, but my old numebr has nor been transferred.

If my old provider still has my old number I guess they could talk to Sky and I could get it back?

Is there procedure to action this?