Skytalk fix my phone unable to make or receive calls.

[Gladh]

Hello Mark39, thanks info.
Surely Sky would also firstly be in breach as taking money for no Skytalk service without providing such customer a reasonable way to contact & report problems for resolution. What is reasonable has a lot of weight in UK society/courts.

Thanks.

[Gladh]

Hello Daniel0210

Surely not saying a case of 'not my problem' within Sky then.....

They should surely be able to ensure relevant Sky folks made aware of their need to provide a robust customer contact process for such Skytalk users.

Ignore customers at your peril is motto here.

Thanks.

[Mark39]

@Gladh if you feel you have grounds for complaint, by all means raise it formally with Sky: https://www.sky.com/help/articles/how-to-make-a-complaint

[Gladh]

Hello Mark39, thanks info & already did this, no response to date even though their acknowledgement of 3 days ago included:

...."We have received your message and aim to provide you with a personal reply as soon as possible. We value your custom and appreciate your patience whilst we look into your enquiry."

Can you imagine if Sky were such a customer in this situation just what they would do to their "uncontainable/silent supplier.... Do unto others as you have done unto them is very reasonable under such stressful circumstances.

Its only thanks to this forum any progress was ever made to simply contact Skytalk so once again can only express gratitude for help. If Sky fail to learn anything from this saga them we will do just what they would do under same circumstances.

Thanks.

[Gladh]

Hi folks, need help with process to obtain a transcript of Sky chat session\s, thanks.

[Geoffrichard74]

Re.@ Glad h and her problem. We are exactly the same except we are now into the fifth day with no help other than waiting for a chat bubble. All we want is direct and immediate contact with a person who then arranges for an engineer to start looking at the problem. Why is that so impossible?

[Daniel0210]

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@Geoffrichard74 wrote:

Re.@ Glad h and her problem. We are exactly the same except we are now into the fifth day with no help other than waiting for a chat bubble. All we want is direct and immediate contact with a person who then arranges for an engineer to start looking at the problem. Why is that so impossible?

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@Geoffrichard74 

Your own thread has been escalated to Sky again. Other than you calling Sky from another phone that appears to be your only option. You seem to have plenty of help and advice since first posting. 

[Gladh]

Just to feedback latest on this painful saga....

The Openreach Engineer visit arranged for Fri afternoon was a no show & never heard anything from them to date.

2 days before I noticed the phone had a dial tone back when doing daily check, so I tried it & it worked ! Then kept making & received calls in prep for Openreach Engineer visit to check/fix hardware,etc here but that never happened.
Thankfully the line kept working & is still in use without any contact/explanation whatsoever.

Suspect, like Smart meters, it was fixed remotely by a software process allowing whomever to magically reactivate, as no hardware here has ever tested/changed.!

Never heard anything from Openreach & still to hear anything from Sky, not a single word by any means, even to formal complaint raised at time so remain exposed if a repeat fault occurs on landline only.

Ironic when both are supposedly national telecoms providers, used to say good to talk!
Anyway should that occur I will no doubt be back in touch for help !.

Meantime you now all know just how non existent Sky & Openreach customer communication is & thanks again for the help at time.

[Mark39]

@Gladh it's quite common for Openreach to be able to fix faults without needing a visit to your home, either within the exchange or somewhere along the route between the exchange, the green 'cabinet' and your home.

I suspect a text message to you confirming resolution is automatically generated when Openreach notify Sky that a fault has been fixed, but Openreach are not especially good at doing that, by all accounts.

[Gladh]

Hello, @Mark39 thanks for feedback.

Disappointed to hear your suspicions as it continues to confirm experience here that all involved have never actually experienced our predicament this incident creates to fully understand consequences - totally reliant upon landline for voice only comms - no sms or other smart functionality on telephone (& as clearly stated at start of saga no mobile use as no signal in property) ….. just what use, even if it happens, is an automated sms messaging process to customer under such circumstances…?

As for Sky they know all this from our account active services yet continue to remain silent so we remain exposed with landline voice only comms & will look for community help again via bband should the future need arise or until Sky finally provide a robust & pro active customer support process for their customers under such circumstances.

Meantime, once again thanks for help at time.