topic Re: Landline Phone not Working in Talk

Landline Phone not Working

GyFU — Thu, 03 Mar 2022 22:12:49 GMT

Sky TV, Sky Q box and superfast35 broadband installed and activated today. Everything working fine except the landline phone. It's cordless and plugged into the phone connection on the back of the hub so it's an internet phone, or would be if it worked. There is no dialling tone though the 3 cordless phones all powered up. Can't make any calls or receive any. Have tried using my mobile to call them but they don't ring. Have been through the help guides but nothing worked. I should add that I retained my landline telephone number from my previous supplier Virgin. I was wondering if the transfer from Virgin to Sky has worked properly or other issues. Any help w.elcome please.

Re: Landline Phone not Working

Mark39 — Thu, 03 Mar 2022 22:27:26 GMT

@GyFU wrote:

It's cordless and plugged into the phone connection on the back of the hub so it's an internet phone, or would be if it worked.

Are you using a standard phone- the same as you would plug into the wall socket? An Internet phone won't work with Sky VOIP.

Re: Landline Phone not Working

GyFU — Fri, 04 Mar 2022 09:20:22 GMT

@Mark39

Thanks Mark.

According to the Sky guide a standard cordless phone will work with VOIP. However, it got me thinking so I connected my phone back to the Virgin connection and it's still working there. Then it dawned on me that my current Virgin contract finishes on 8 March so they are using the telephone line for my use until then. From the 9th March it will be available to Sky and I should then be able to make VOIP calls using my existing cordless phones. We shall see.

Re: Landline Phone not Working

Mark39 — Fri, 04 Mar 2022 09:47:48 GMT

@GyFU I'd say you're right. If you come across problems after the 8th, let us know and we'll get you some,help, if needed.

Re: Landline Phone not Working

GyFU — Sat, 05 Mar 2022 07:46:34 GMT

@Mark39 Thanks Mark.

Re: Landline Phone not Working

GyFU — Wed, 09 Mar 2022 07:41:37 GMT

@Mark39

All my Virgin services including my landline phone were due to be disconnected yesterday 8 March. This morning at 7am I tried to use the Virgin connected phone and it still worked! I then plugged the phone line into the connection in the Sky hub and nothing - can't make or receive calls. I'm loathe to call Virgin to find out what's happening as it's usually an hour's wait to get through to speak to someone.

As I retained my landline telephone number, presumably Virgin and Sky would have liaised over the transfer and if so something seems to have gone wrong? Broadband and TV working fine.

I would welcome any help to get my phone up and running, please.

Re: Landline Phone not Working

Highlinder — Wed, 09 Mar 2022 09:21:19 GMT

@GyFUWhen was your services with Sky supposed to have been activated on and which type of router did Sky send you from the link below.

https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/which-sky-hub-do-you-have-no

Re: Landline Phone not Working

Mr+Flibbles+86 — Wed, 09 Mar 2022 09:42:06 GMT

Hi there, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you

Re: Landline Phone not Working

Mark39 — Wed, 09 Mar 2022 09:55:24 GMT

@GyFU I've just seen your post, as has Sky! They'll be able to guide you during the online chat,they'll be inviting you to join later today.

Re: Landline Phone not Working

GyFU — Wed, 09 Mar 2022 10:57:00 GMT

@Mr+Flibbles+86

Thank you for your prompt reply.

Unfortunately I will not be able to chat until after 6pm today so perhaps you will email me please. If necessary I can chat tomorrow?

Re: Landline Phone not Working

Daniel0210 — Wed, 09 Mar 2022 11:02:06 GMT

@GyFU wrote:

@Mr+Flibbles+86

Thank you for your prompt reply.

Unfortunately I will not be able to chat until after 6pm today so perhaps you will email me please. If necessary I can chat tomorrow?

@GyFU

Sky don't use email for this.

Look out for an email and also a blue/red speech bubble on the bottom of your forum page. Once that speech bubble appears you only have 48 hours to instigate the private chat or it will close automatically so don’t miss this opportunity. Please make sure that your email/private message notifications are switched to ‘on’ to avoid missing the alerts. Replies on the chat are not instant so keep checking the forum.

This link explains how the Chat process works
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Landline Phone not Working

Mark39 — Wed, 09 Mar 2022 11:54:11 GMT

@GyFU the chat stays open for,48 hours, as @Daniel0210 posted, so if you log in to the forum this,evening, the 'bubble' should still be there for you to respond to.

Re: Landline Phone not Working

GyFU — Sat, 12 Mar 2022 18:50:38 GMT

@Mark 39

@Mr+Flibbles+86 Daniel0210

I chatted with the Sky techie and he suggested I call the order recovery team who have direct contact with OpenReach. Tried them this morning but couldn't get any answer. Perhaps they don't work weekends? I also reconnected my phone line to the existing Virgin connection and can still make and receive calls - but not when it's connected to the Sky broadband hub.

It's disappointing that I have a contract with Sky to provide me with a "landline" phone which they are not fulfilling. My contract started on 3 March but still no phone. And it seems I have to continue to chase around the various departments to find someone who can activate my line - what's happened to customer service!

Nevertheless, I'll try again contacting the order recovery team on Monday unless in the meantime someone knows how to move things on more quickly?

Re: Landline Phone not Working

Mark39 — Sat, 12 Mar 2022 19:52:39 GMT

@GyFU wrote:

Nevertheless, I'll try again contacting the order recovery team on Monday unless in the meantime someone knows how to move things on more quickly?

Unfortunately, no. The Order Recovery team are best placed to help, but aren't contactable via the forum's escalation route.

Re: Landline Phone not Working

GyFU — Sat, 12 Mar 2022 19:56:16 GMT

@Mark39

Thanks Mark I'll try again on Monday.

Re: Landline Phone not Working

GyFU — Mon, 14 Mar 2022 18:29:40 GMT

@Mark39

@Mr+Flibbles+86

Got through this morning to Elliott on the telephone number given to me as being the Order Delivery Team. He wasn't in that team but worked near them and whilst I was on the phone spoke with them and I carried out tests suggested by him on my landline. The result was that he would be referring my problem to the Telephone Retrievals Team and would phone me back with any news. Unfortunately I missed his call and when I listened to his Voicemail message he seemed to be saying "he would have to see where we go from here" so I'm not optimistic that a solution is near! Not heard anything since. He said he is located in Newcastle and it sounded like a busy Office. I'll try contacting him again tomorrow but if he works in some sort of help desk I might have difficulty in finding him. Oh woe is me!

Re: Landline Phone not Working

GyFU — Fri, 18 Mar 2022 08:45:49 GMT

@Mark39

@Mr+Flibbles+86

Success I have managed to get my phone to work!!

During my research I came across advice from BT which said when connecting your cordless phone for internet calls you must use the existing phone cable. I have been using an identical cable (bought recently on the advice of a Community member) but still was not able to make or receive calls so this morning tried the original phone cable and Hey Presto it worked!

I understand The Sky Retrievals Team are currently working on my case so I hope they will see this posting as problem solved and cease their investigations.

I would have thought one cable was much like another but seemingly not?

Thank you to all those Community members and others who have tried to help me over the past couple of weeks.

Re: Landline Phone not Working

AKau — Mon, 21 Mar 2022 12:25:23 GMT

Hi,

My landline phone isnt working.

I plugged into master sockeyt and line still isnt great.

Please help!

Re: Landline Phone not Working

Daniel0210 — Mon, 21 Mar 2022 12:28:37 GMT

@AKau
Firstly this troubleshooting link may help https://www.sky.com/help/diagnostics/fix-problems-with-your-phone/check-your-phone-line
If/when a fault is diagnosed Sky will pass it to Openreach to carry out the repair.
Openreach normally aim to fix reported faults within 3-5 working days of being notified of them, but that could easily lengthen due to bad weather causing high demand, or if they have to get permission to dig up roads.

Re: Landline Phone not Working

HymerB544 — Wed, 15 Jun 2022 13:18:12 GMT

After disconnecting a call from DVLA the land line is failing to work