Is there any way of contacting Sky support other than phone?

My Sky broadband has been intermittent for several days now (up now, but don't know for how long). My Sky Talk landline has been down permanently as far as I can tell for days.

I rang Sky to report the fault and was told it was an external issue and they would get it sorted. I received a text a couple of days later to say they had tried to contact me and to go to their website or ring them if I still needed help. I can ony assume this "contact" was via the broken landline as I've had no other text, email or missed mobile calls.

If I call I'm told they are busy "helping" other Sky users and to try using the new Sky Service app. Putting aside the interesting thinking behind a diagnostic tool that needs an Internet connection to work, all it ends up doing is telling me to call them. Since my landline is down, my only choice today is to potentially run up a huge mobile bill waiting in a queue.

Unless anyone can suggest a better way of getting some help?

Thanks in advance

https://contactus.sky.com/uk

Go to their Facebook page and ask for a call back. Has worked for me, otherwise I use their email form and ask for a call back.

Don't you have a call plan with your mobile because '03' numbers will be included?

I've used the "My Help Request" (online ticket facility within My Sky) in the past, which seems to work ok.

https://myhelprequests.sky.com/

Edited by Oliver341 (Mon 10-Nov-14 13:22:56)

Thanks all for the suggestions.

Apparently I'm not authorised to see the My Help Request page??? Looking on the Sky forum, the MHR system is being rolled out on a geographic basis (since October last year!) so presumably I'm not one of the lucky ones to qualify for it.

Wow, that's a bit poor. I guess there's always Live Chat.

https://newmysky.sky.com/chat

Edit: seems like that's offline :|

Phone is 03332 000 333 (01/02 rate call)

Edited by Oliver341 (Mon 10-Nov-14 14:04:05)

Not sure, but I got the impression that the guy had no internet access - as part of his problem. Another poster made the observation that the phone could be used (0300), but not too many of us have 0800/0300 as part of our package - as it's an extra charge from most providers.

In reply to a post by lelboy:

but not too many of us have 0800/0300 as part of our package - as it's an extra charge from most providers.

03 numbers are charged exactly like 01 and 02 numbers.

Errr Oliver, I think you 'll find the OP was talking about Mobile Phone access (as he had no phone or BB): that being so, most mobile providers don't give free access to 0800/0300 numbers - they're often a "paid-for bolt on".
Cheers, Les.

In reply to a post by thelord:

Thanks all for the suggestions.

Apparently I'm not authorised to see the My Help Request page??? Looking on the Sky forum, the MHR system is being rolled out on a geographic basis (since October last year!) so presumably I'm not one of the lucky ones to qualify for it.

I was advised to use this email:
[email protected]
or phone
03442 414 141

One advantage of live chat is the option to email its transcript to yourself.

In reply to a post by lelboy:

Errr Oliver, I think you 'll find the OP was talking about Mobile Phone access (as he had no phone or BB): that being so, most mobile providers don't give free access to 0800/0300 numbers - they're often a "paid-for bolt on".

Oh right. When you said "part of our package" I thought you were talking about a call package and not pay as you go with no "package". 03 can be taken out of any "free minutes".

Edited by Oliver341 (Mon 10-Nov-14 22:23:54)

03 numbers are charged the same as 01 and 02 numbers according to Ofcom.

In reference to ask.ofcom.org.uk/help/telephone/03number:

What are 03 numbers?

Ofcom introduced UK-wide 03 numbers as an alternative to chargeable 08 numbers, such as 0870.

These numbers allow organisations to have a single national point of contact without consumers having to pay extra to call them.

Calls to 03 numbers cost no more than a national rate call to an 01 or 02 number and must count towards any inclusive minutes in the same way as 01 and 02 calls.

These rules apply to calls from any type of line including mobile, BT, other fixed line or payphone

Revenue sharing � where the dialled party can receive a share of what the consumer pays to make a call � is also not allowed on calls to 03 numbers.

In reply to a post by lelboy:

Errr Oliver, I think you 'll find the OP was talking about Mobile Phone access (as he had no phone or BB): that being so, most mobile providers don't give free access to 0800/0300 numbers - they're often a "paid-for bolt on".

0800 numbers yes that is true, but it is not true of 03 numbers (and that includes 0300 numbers)

0300 are not free to call anyway (the 030 numbers are the same as any other 03 number, they are just reserved for charities and public bodies), 03 numbers are charged at the same national rate as 01 and 02 numbers, and must be treated the same for any inclusive minutes. Whether or not it would cost the OP anything to call sky on their 03 number depends on whether he has inclusive minutes on his mobile or not.

On my - and my family's Virgin mobiles - a premium is paid for 0800 numbers: they are not FOC.

Why are you on about 0800 numbers?

As with other network providers. Nothing new there then!