Talk Talk account restricted but I am with Sky

Hello Everyone.

I am a Sky Boardband customer who can not log on to my WiFi because my phone line has been restricted by Talk Talk. I have never been a Talk Talk customer so don't know how this is possible. I have contact Talk Talk and after an hour on the phone talking to Customer Service, Technical and Collections they could do nothing because they can not find an my account which is no surprise as I am not a customer. They suggested I contact Sky, which I did.

Sky can see not fault on the line, the are sending out a new router, which I don't think will resolve the issue as my home phone is not working either.theu have also arranged for an Open reach engineer to come out and have a look.

Has anyone else had this issue, it is driving me nuts going around and around trying to get this sorted and getting nowhere!

Thanks

Matthew

This post is very confusing, are you saying your Sky Broadband is down? what lights do you have on the front of the Sky router? If you have never been a Talk Talk customer what makes you say they have restricted your telephone line?

Who told you that your Sky Broadband is restricted by Talk Talk , was it Sky , or have Talk Talk , out of the blue , contacted you , and if it’s Talk Talk and you have no relationship with them , where did they get your name and address from ,what possible account information did they provide, presumably they are questioning missed payment or something similar ( assuming they used your name and quote an account number etc. )
If the problem is something like any internet site you try and access hits a Talk Talk landing screen stating your service is restricted and to contact TT , you may have a ‘crossed line’ in other words some error in the external network ( assuming you are on Openreach ) has crossed your Sky service with a TT one , if you have a phone service try calling 17070 and confirming the telephone number read out is the correct one .

Edited by Iniltous (Sun 29-Sep-24 10:24:19)

In reply to a post by Villus:

because my phone line has been restricted by Talk Talk

What exactly does that mean - in other words, what makes you think that your "phone line has been restricted by Talk Talk"?

It's possible you've been contact by a scammer. Any information you can give about what makes you draw the conclusion you have drawn, may help to identify the issue.

It *is* possible for Talk Talk to have taken over your line in someone else's name - this is called "slamming" - and it has happened to me. But in this case, the original provider (Sky in your case, Plusnet in mine) would have seen that the service had been ceased, and this has not happened here. In my case it took about 3 weeks for Plusnet to re-establish the service.

But in short: if your service is with Sky, and your service isn't working, then it's up to Sky to fix it, whatever the cause is. It's also up to them to identify the problem - you don't have to work this out yourself.

It *might* be a faulty router, because with Sky normally the home phone service goes via the router.

You may be eligible for compensation if your service has been out of order for more than 2 days after reporting the problem to Sky. Ask them about it.

When I context to my WiFi it takes me to the Talk Talk portal which says that my access has been restricted and I need to make a payment, it gives me a phone number which is Talk Talks payment line.

All of the lights on the router are on and working. I have also plug the phone directly in to the socket and nothing.

Are you sure you are on your wifi? Switch your router off and try again.
And where did you get the router if you are on your wifi?

I am sure I am on WiFi. I have turned the router on and off again serval times. I even left it off over night. The router is the one supplied by Sky..

I'm no expert, but have you tried plugging in the ethernet connection to see if you have the problem when hard wired?

If you type 192.168.0.1 into a browser while on your wifi do you get the sky router homepage?

If that doesn't work try 192.168.1.1

Edited by PCJM40 (Sun 29-Sep-24 11:44:40)

I do get the homepage, but it says the page is not sure.