Still no landline

[Munchkin14]

Six weeks ago today City Fibre were working on the line outside of my house. Since then my phone has not worked - there is no dialing tone and whilst someone can call in, they hear it ringing but we don't. I have called Sky every couple of days since and each time I get the same response - check the router, unplug, wait, change the phone etc etc. My patience has now run out as I have an elderly recently widowed father who is in poor health and needs access to a phone in case he needs an ambulance, as often happens. Each Sky person I speak to appears to sympathise but then nothing more happens and they say they can't send an engineer out.  Each time I am asked to do the same checks but am still without a landline and now worry about leaving my dad.

Please advise as to what I can do next. It seems that Sky will continue to get me to go through the same checks but cannot or will not do anything further than this to sort the situation out, whilst all the time we are paying for this non existant service!

I do have broadband which appears to confuse them further but understand that this needs only one line whilst a landline needs two (or something like that!)

[Mark39]

@Munchkin14 just to check first what might be the obvious - is your phone plugged into your broadband Hub? It won't work from a wall socket.

Do you have a black Hub or a white Max Hub?

[Munchkin14]

It's plugged into the white hub 

[Mark39]

@Munchkin14 thanks.

Just to confirm the background on this - was your phone plugged into the Hub and working ok, before City Fibre were doing their thing outside?

Or did this orignally happen following switching to Sky, or after installing a new Hub?

Lastly, can you (again) turn off the Hub at the plug, and if you have full fibre broadband, the ONT as well, for at least an hour, to see if that stirs it into life. 

If the restart makes no difference, and if you wish, I can ask Sky's messaging team to contact you here so that you can follow it up with them, by way of a private online chat.

[Munchkin14]

Everything was working fine until 6 weeks ago. Nothing has changed although they sent us a new router but that has been checked. 

[Munchkin14]

We still have no landline. It has been over 6 weeks now and I am increasingly annoyed that the situation has not changed despite numerous phone calls. Who can I complain to? 

[Mark39]

@Munchkin14 

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@Mark39 wrote:

@Munchkin14 thanks.

Lastly, can you (again) turn off the Hub at the plug, and if you have full fibre broadband, the ONT as well, for at least an hour, to see if that stirs it into life. 

If the restart makes no difference, and if you wish, I can ask Sky's messaging team to contact you here so that you can follow it up with them, by way of a private online chat.

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[Munchkin14]

Yes we have done this 

[Munchkin14]

Thank you 

[Mark39]

@Munchkin14 OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page. 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

[_Claire]

Thanks for escalating this @Mark39 We’ve sent @Munchkin14 an invite to chat.

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