ongoing problems with landline

[ao6889]

What  a useless set up! I can't use online chat to report the problem because I am not the account holder and the naccount holder cannot remember the password. When she tried ringing the number suggested, all she got in reply was a text message refering her to a web address to assist with broadband problems. Broadband is not the problem, the telephone is. For over a week now we have been unable to make or receive phone calls. Making calls results in  a dead line. Answering the phone results in crackling with no voice audible. Online suggestions to remedy the problem have been tried to no avail. Why do Sky make it so difficult to report a fault? 

[Chrisee]

@ao6889 it is frustrating but for valid legal reasons Sky can only deal with the account holder or people who have been previously authorised to act on their behalf.

Not knowing the password should not be a total barrier as there are other ways for Sky to recognise the account holder usually by giving details of the account paying the bill. 

[ao6889]

The account holder does not fully understand how to report this problem. I am her partner and  am registered deaf so find telephone conversations extremely difficult so am of little use. Is there anyway I could report this problem in writing, via letter or email?

[Daniel-F]

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@ao6889 wrote:

What  a useless set up! I can't use online chat to report the problem because I am not the account holder and the naccount holder cannot remember the password. When she tried ringing the number suggested, all she got in reply was a text message refering her to a web address to assist with broadband problems. Broadband is not the problem, the telephone is. For over a week now we have been unable to make or receive phone calls. Making calls results in  a dead line. Answering the phone results in crackling with no voice audible. Online suggestions to remedy the problem have been tried to no avail. Why do Sky make it so difficult to report a fault? 

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Hi @ao6889 

Your partner could register their account with our accessibility team for the additional support that you would require when contacting about the account.  My advice would be to have the account holder call the team to go over additional security on the account and reset the password.  Link here for contact options for the team found towards the bottom of the page.  After that you would have a more accessible way to contact relevant teams for future issues and having the password reset with the account holder will prevent any issues going over security yourself.

Thanks,