topic Re: No landline since upgrading broadband package in Talk

No landline since upgrading broadband package

KenD67 — Wed, 15 Nov 2023 19:33:29 GMT

After recently upgrading my broadband package from essential to super fast I have noticed the landline no longer works. It uses the same router as before that the phone was connected too.
The phone shows a message saying "check phone line".

Thanks in advance.

Re: No landline since upgrading broadband package

GD1 — Wed, 15 Nov 2023 19:36:18 GMT

@KenD67 Whcuh hub do you have?

Re: No landline since upgrading broadband package

KenD67 — Wed, 15 Nov 2023 19:42:44 GMT

It looks like the sky broadband hub.

I do also have the sky q box but the phone line was setup to the broadband hub and that setup hasn't changed since I've upgraded so it should technically still work as it previously did.

Re: No landline since upgrading broadband package

GD1 — Wed, 15 Nov 2023 19:44:33 GMT

@KenD67 If you have the Broadband hub does this have a voice light lit up? If so plug your phone into the back of the hub in the socket marked UK phone.

Re: No landline since upgrading broadband package

KenD67 — Wed, 15 Nov 2023 19:49:40 GMT

Perhaps that's not the hub I have. As there is no voice light or socket for UK phone.

The lights I have at the front are Power, internet, wireless (all lit up green). And the sockets at the back are broadband, Ethernet 1 & 2 and the power cable.

Re: No landline since upgrading broadband package

TimmyBGood — Thu, 16 Nov 2023 11:20:47 GMT

@KenD67 wrote:

And the sockets at the back are broadband, Ethernet 1 & 2 and the power cable.

That's a Q Hub: for telephony after SOGEA broadband provisioning you need to use a Sky Broadband Hub or Max Hub.

Re: No landline since upgrading broadband package

KenD67 — Thu, 16 Nov 2023 13:31:48 GMT

@TimmyBGood

Thank you for clarifying which hub I have.
So, I gather I need to contact Sky to get them to send me out a broadband hub to replace the q hub, which should then hopefully resolve my phone line issue?

Re: No landline since upgrading broadband package

TimmyBGood — Thu, 16 Nov 2023 13:35:29 GMT

@KenD67 wrote:

So, I gather I need to contact Sky to get them to send me out a broadband hub to replace the q hub, which should then hopefully resolve my phone line issue?

As all now provisioning (including upgrades) is now to SOGEA broadband then yes: you'll no longer have PSTN at the wall socket and you need a Sky Broadband Hub to use Sky Talk Internet Calls.

Despatching that model and requesting the return of the Q Hub should have been an automatic part of the process.