Sky refusing to fix phone line failure.

[JPMFP]

We moved from BT to Sky Broadband and Talk over a week ago.

The installation of the Hub is fine and correct. The Broadband is working well.

However, we have no working phone line. We cannot make or receive any calls at all. The line has no dial tone, only a faint buzz and ocassional clicking.

We are a medical household and need a working phone for out-of-hours contact.

We have submitted 5 reports of the failed line to Sky on-line. (with images of the hub/phone setup)

We have contacted and spoken with 5 Sky so0called support agents, all promising a solution.

In every case we then receive a text message a day later telling us the case is closed and the issue resolved.

The line has been checked about a dozen times; no problems found. The hub has been rebooted and reset about a dozen times and that has done no good.

We have been lied to by Sky Support so many times and we still have no working phone, but they continue to charge us for it.

Does anyone have an email address for Complaints or someone we can raise a complaint with or contact to try to get this fixed please?

Many thanks.

[Mark39]

Is your phone plugged into the socket at the back of the Hub? And is the Voice light lit? Green or amber?

[JPMFP]

Hi @Mark39

Thank you for responding.

My mistake, I should have said.

1.  Yes, the phone is plugged into the correct socket on the rear of the hub, and
2.  All the lights on the front of the hub are lit and are green.

[Daniel0210]

@JPMFP 

Sky don't use email as a general method of communication I'm afraid. If it gets to the stage you wish to make a complaint this link outlines how you can make a complaint to Sky
https://www.sky.com/help/articles/how-to-make-a-complaint#make-a-complaint-contact-us 

[JPMFP]

Hi@Daniel0210

Thank you for the information.

Unfortunately we have tried that link and submitted a complaint but nobody from Sky has bothered to reply.

The chat; never works. The email; we have tried completing and submitting the form several times; Sky never respond properly. The phone number is a waste of time because every agent we have spoken to has lied to us and then closed the case.

In the meantime we have no working phone and, as doctors, our ability to do our jobs out-of-hours is severely compromised.

All whilst Sky show no interest in providing proper customer service, only taking payments. It appears that Sky's VIP service they are so keen to publisize is nothing more than meaningless false rhetoric.

@Mark-Br

@Lisa-P1987

@Mr+Flibbles+86

[Mark39]

I doubt Sky are deliberately lying to you, though I agree they may believe incorrectly that a problem has been solved, possibly as a result of what Openreach has told them. 

We could ask the Community escalation team to contact you here by way of their private messaging service if you wish?

[JPMFP]

Hi again @Mark39 

Although it would be preferable to believe they have not lied to us deliberately, there is no getting away from:

• the "we will call you back" promises for calls that never come,
• the "we will escalate this to help you quicker" when the following call shows they have not,
• the "there is an issue in your area", when the following support agent says there isn't,
• the "this is a known software fault with these Hubs but we have fixed it", when they clearly have not,
• the "we promise to give this priority Dr", when the next support agent sees nothing in the account notes,
• the "if you turn the hub off for 15 minutes, then restart it, this will solve the problem", which has never worked,
• the "we promise not to close the issue until it is solved", only to receive a text within hours doing just that,
• the "we will not charge you for this service until it's fixed" promise, and then they take the payment anyway,

... and so it goes on.

Escalation of any sort, which results in our phone working and us being able to provide medical support, would be most welcome please.

[Daniel0210]

@JPMFP 

I'll leave it to @Mark39 to escalate your post but re your billing… that normally continues as normal. Auto compensation will be applied once the fault has been fixed. See this link re the auto compensation for when there is a total loss of Sky Broadband or Sky Talk. 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 you first report the fault to Sky, you will become eligible for it once the fault has been fixed. It will come in the form of a credit appearing on your account.

[Mark39]

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@JPMFP wrote:

Escalation of any sort, which results in our phone working and us being able to provide medical support, would be most welcome please.

---

Ok, I'll flag your post to Sky and a Community adviser may be able to help you via private, online messaging, probably tomorrow now. Look out for a blue/red chat 'bubble' towards the bottom of the page and an email inviting you to chat online. Replies from Sky will probably not be instant, so check back from time to time for updates.

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[JPMFP]

Thank you for the information @Daniel0210 

We were told we would not be charged. They then charged us. This issue is over a week old and Sky have been aware since Day 1.

[JPMFP]

Thank you for your assistance @Mark39 

Let's hope someone responds in fairly short order.