Switched to sky max router from bt sky talk doesnt work

[Si0319]

I switched from bt to sky superfast with the sky max router,i have bought a new dect phone and plugged it into the hub,but i have no dial tone and i cant make or receive calls on the landline.The broadband works fine.when i try to ring my landline i get a message saying"this number is temporary unavailable." I have tried all the steps in the online guide to fix it but still nothing.

[caesarome · Accepted solution]

When did you change to Sky take place ?

[Si0319]

Monday 22.4.

[caesarome]

If you have rebooted your hub then run the test here to see if a fault is found:

https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

[Si0319]

The broadband test is fine,i still have no dial tone and i cant make or receive sky talk calls through my sky max router.

[Highlinder]

@Si0319  Have you rebooted your router since you got Sky broadband?

[Si0319]

Yes, ive rebooted and reset it for 30 secs.

[Highlinder]

@Si0319  Has the voice light on your router come on at all or what colour is it?

[Si0319]

I only have one light on the max router and thats white.

[Highlinder]

@Si0319  Sounds like that the voice side did not complete the change over from providers.

@caesarome  Have you come across this happening before?

[caesarome]

@Highlinder 

I can't recall to many on here but I don't see everything posted so it might have happened to others before.

@Si0319 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours.
This isn't a live chat so replies are not instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Si0319.