Skytalk fix my phone unable to make or receive calls.

[Gladh]

Hello folks, reaching out for help with this saga....on Monday mid morning our Skytalk phone line stopped operation, unable to make or receive any calls. Our predicament is made more non-standard having no mobile signal here , hence reliance on Skytalk landline for voice comms.
Expected, as our Sky broadband is unaffected & operative, it would be relatively easy to contact Sky for their help...

How wrong that is 3 days on & still no contact process for customers in this predicament ( seems they assume active mobile phone available within their automated help for user to call...., not so).

After exhausting the Sky help processes & wasting several hours over last 2 days on chat without response now reaching out to others in community.
We would like to know just what is their effective Sky communication process under such circumstances for them to acknowledge our problem & actually establish contact with their customer to progress/advise details.?

Any help to progress most welcome, we remain "silenced" until Skytalk returns.

[Mark39]

First thing to try, regardless of your broadband iworking ok, is the connection test here. If it detects it fault you'll be able to book an engineer there and then. If it doesn't help, post again and we'll try to organise some help for you: https://www.sky.com/help/articles/broadband-diagnostic-start

[Daniel0210]

@Gladh 
You should be able to run a telephone line test using this link
https://www.sky.com/help/home/broadband/my-broadband-speed/no-connection-slow-wifi/articles/broadban... 

If the test detects a fault on the line, you may be able to arrange an Openreach engineer without needing to call Sky. 

If that doesn't help, post back in this thread and we'll try plan B. 

[Gladh]

Hello, thanks for interest, done this (along with all other on-line help via BBand, as originally posted) several times over last 3days & just now, same result BBand is ok, which I can confirm it is by this reply. 
Proceeding along their fix my phone ends with a call option, somewhat useless here. It is under this situation that I need Sky to feel some skin in the game but still unable to effectively contact them, sadly they remain thinking our Skytalk is all wonderful!...

Perhaps others will have an effective  comms process under such circumstances, meantime Silence remains...

Thanks for trying, it certainly is here.

[Daniel0210]

@Gladh 

To see if they can help you I’ve escalated your post to Sky and the Escalation Team may get in touch with you later. If a fault is found they can pass it to Openreach for investigation. 

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread regularly.

You need to make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
If you are using Safari also make sure that Hide IP Address is not checked in order to see the chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

[Gladh]

Hello Daniel0210 (previous response was about service checker/BBand); thanks info but your phone line test link responds here as "page not found....", so unable to run any line checks....

Silence remains as Skytalk line out of use.....

[Daniel0210]

@Gladh 

Apologies. I saw that too. The correct one was as per @Mark39 post so didn't change it. See my last post as I've escalated your issue to Sky. 

[Gladh]

Hello again (Daniel0210), thanks for help trying to escalate, will see if it bears fruit.

If nothing positive comes via this forum then failing any Sky contact/response next 24 hrs can only think drastic action here to suspend direct debit to break their deafening silence . If that doesn't work no hope!.

[Daniel0210]

@Gladh 

You should get a chat invite. Whatever you do don't cancel your direct debit. That would cause you all sorts of issues that have been documented on the forums hundreds of times least not involving broadband being restricted, non payment fees and it all affecting your credit score. 

[Addie15]

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

[Addie15 · Accepted solution]

Update-We have booked an engineer for this issue to be resolved, hence we are closing this chat now. Please do not hesitate to reach out if there is anything else we can help with. Thanks.

[Gladh]

Hello, again (Daniel0210)... thanks for info & sent a message to Sky How can we help?.... Got a response around 14:30 & then spent next hour & half on chat with them, took them endless irrelevant Q's before I finally got them to test line & arrange Openreach visit for end of week.... Here's hoping they turn up & fix Skytalk landline.

Still await from them their comms process to simply report a problem when Skytalk inoperative & customer lives in area/building with no mobile signal, time will tell....  But it is not a pleasant experience.

Re: On suspending payment to simply contact Sky as a last resort to react under such circumstances - have done unto yourself as you have done unto others seems very reasonable in UK society/courts. Obviously letting them know beforehand by email to CEO then goes beyond reasonable to hopefully finally break their deafening silence & get positive action for their stranded customer.

Meantime thanks for help with escalation, hope it is not needed again & Sky pro-actively do provide a robust comms process to prevent recurrence for such Skytalk customers.

[Mark39]

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@Gladh wrote:

Re: On suspending payment to simply contact Sky as a last resort to react under such circumstances.....

---

Point is, you'll be in breach of contract.

Sky isn't in breach by virtue of a fault, and their only contact will be an automated message urging you to reinstate it.

[Gladh]

Hello Addie15, still outstanding for this situation is a robust Skytalk comms process to enable customer to contact Sky when help required.

This has been a painful saga taking over 3 days to simply try & contact Sky for help.

Look forward to receiving details soonest.

[Daniel0210]

@Gladh 

The Escalation Team won't be able to do anything about your inability to report this by other means.