home phone

[Janice+mc]

Hi all, broadband working fine can't make or receive calls on my home phone do not have a mobile phone please help thankyou.

[GD1]

@Janice+mc  What happens when you try this link https://www.sky.com/help/diagnostics/fix-problems-with-your-phone/check-your-phone-line

[Janice+mc]

Tried everything on the help page nothing worked just said phone but cannot phone not working.

[Highlinder]

@Janice+mc I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Tom-W19]

Thanks for escalating. We've sent an invite to Janice+mc.

[Tom-W19 · Accepted solution]

After speaking with Janice+mc we accessed the account and ran a line test which detected a fault and we have arranged for Openreach to resolve this shortly.

It was a pleasure speaking with you Janice+mc and thanks again.

[Guenter0]

OPEN  REACH  came  said  I  was  getting  no connection,said  SKY  would  fix  but  they  havnt,   WHY ???

When  my  phone  rings  I  can  hear  them  but  they  cant  hear  me,  no  connection!

It  is  nearly  2  weeks  now that  I  have  NO  SERVICE .

I  have  insurance  with  SKY FOR  OVER  5YRS this  is  the  first  time  claiming  and  its  not  my  fault  its  SKYs  fault ?????

                                                 I  AM  VERY  DISAPPOINTED

[Daniel0210]

@Guenter0 

Openreach are responsible for fixing external phone line faults not Sky. Not sure what you mean by insurance? 

Fixing a fault within 2 WORKING days is the service level agreement between ISP’s and Openreach. The below link explains the Ofcom agreed auto compensation scheme which Sky operates for when there is a TOTAL loss of Sky Broadband or Sky Talk for UK customers.
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 notify Sky of the fault, you will become eligible for it. It’s applied 30 days after the fault has been repaired and will come in the form of a credit appearing on your Sky account (from 01/04/24 the rates are £9.76 per day).

Unfortunately there’s no such scheme in place for customers in the Republic of Ireland.

[Mark39]

@Guenter0 why did Openreach come? Have you reported a fault to Sky? What is the fault? Has your landline with Sky been working OK up to a couple of weeks ago?

[TimmyBGood]

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@Guenter0 wrote:

I  have  insurance  with  SKY FOR  OVER  5YRS this  is  the  first  time  claiming  and  its  not  my  fault  its  SKYs  fault ?????

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Sky Protect Device Insurance is for Sky television boxes and associated equipment. 

It's never covered external faults with broadband or landline telephony.