topic Re: Broadband working but no dial tone on land line in Talk

Broadband working but no dial tone on land line

Helen8888888 — Fri, 27 May 2022 21:24:08 GMT

Hi there

my broadband is working fine but the landline phone has not worked for about a week, I can't make or receive calls, no dial tone. I bought a new phone just in case the old phone was broken but still no dial tone.

I have tried all of the recommended fixes but they have not worked. There have been a number of BT vans working in the area of late so I wonder if this has caused an issue.

Could someone advise me on how to get the line tested.

Thank you.

Re: Broadband working but no dial tone on land line

caesarome — Fri, 27 May 2022 21:28:41 GMT

See if you can run this line test to see if a fault is found outside of your property and if something is found you can book an engineer repair:

https://www.sky.com/help/home/sky-talk/fix-problems-with-my-phone/diagnostics/fix-problems-with-your-phone/check-your-phone-line

You can also run this test via the MySky app.

Let us know how you get on.

Re: Broadband working but no dial tone on land line

Highlinder — Fri, 27 May 2022 21:28:50 GMT

@Helen8888888Would say that even though you said your broadband is working right, if you run the broadband test it might pick up an external fault, if not then come back to us and there are further steps that can be taken in the forum for you.

https://www.sky.com/help/diagnostics/fix-problems-with-your-phone/check-your-phone-line

In the link above say no to your broadband working okay for it to run the test.

Re: Broadband working but no dial tone on land line

Mr+Flibbles+86 — Sat, 28 May 2022 09:06:29 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: Broadband working but no dial tone on land line

Helen8888888 — Sat, 28 May 2022 11:20:11 GMT

Hello Highlinder,

I did use the broadband check as you advised and it showed that my Mb/s had dropped to 3.5.

Thank you for your advice.

Re: Broadband working but no dial tone on land line

Mr+Flibbles+86 — Sat, 28 May 2022 13:09:23 GMT

Update - After a private chat an external fault was found and an engineer has been booked

Re: Broadband working but no dial tone on land line

paws6464 — Sat, 23 Jul 2022 13:26:57 GMT

I have not been able to make or receive phone calls for a full week now. I think my phone line has been damaged inside my home. I think I need a new line and socket fitting. Please would you send someone out to fix it please?

Re: Broadband working but no dial tone on land line

dmy24 — Sat, 23 Jul 2022 15:51:59 GMT

Hi there, I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Broadband working but no dial tone on land line

Greenfingers001 — Mon, 25 Jul 2022 16:41:19 GMT

We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂

Re: Broadband working but no dial tone on land line

BevBas — Thu, 05 Jan 2023 16:44:08 GMT

Hello, I've had the sky broadband with phone service for a while but never used the phone. I just plugged a phone in and there is no dial tone. I bought a new phone in case it was the phone, but this is the same, no dial tone.

Re: Broadband working but no dial tone on land line

Mark39 — Thu, 05 Jan 2023 16:56:41 GMT

@BevBas does your Hub have a Voice light which is lit? If so you need to plug the phone into your Hub. It won't work in the wall socket.

Re: Broadband working but no dial tone on land line

BevBas — Thu, 05 Jan 2023 17:16:29 GMT

No phone light, just power, internet, wireless on the green lights. And 2 ethernet and 1 broadband ports at the back.

Re: Broadband working but no dial tone on land line

Jacko001 — Thu, 05 Jan 2023 23:02:59 GMT

We are having this issue too. After switching to a new filter, we plugged the landline phone directly into the wall socket and still no dial tone using 2 different phones.

We can't make or receive calls at the moment.

Re: Broadband working but no dial tone on land line

Jacko001 — Thu, 05 Jan 2023 23:05:46 GMT

I should say, we tried the filter switch to no avail before plugging the phone into the wall socket which again was unsuccessful.

Re: Broadband working but no dial tone on land line

Mark39 — Fri, 06 Jan 2023 08:03:20 GMT

@BevBas wrote:

No phone light, just power, internet, wireless on the green lights. And 2 ethernet and 1 broadband ports at the back.

Try the connection test here (even though your broadband is working ok). If it detects a fault you'll be able to book an engineer there and then. Otherwise you'll need to report it to Sky, if you're able to contact them. If not, let us know and we can ask the Sky Community team if they're able to help via their messaging service.

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

Re: Broadband working but no dial tone on land line

BevBas — Fri, 06 Jan 2023 08:33:03 GMT

@Mark39 thank you so much. I tried that a few times over the past few days, and everything looked OK as it all does now, however I just went further to check broadband and got message of an outage. Do these last for days? Because I have been trying for days now, with the ton of old phones I have here and assumed they all weren't working and so I ordered a new one which came yesterday. I haven't used the phone line at all since I got sky years ago.

Re: Broadband working but no dial tone on land line

Mark39 — Fri, 06 Jan 2023 09:11:20 GMT

@BevBas yes, outages can last several days, but the message looks a bit unclear to me. Is your broadband actually working ok? If it is, I don't think the outage message applies to you, and the phone line issue would still need to be reported. Let us know if you'd like us to alert the messaging team,.

Re: Broadband working but no dial tone on land line

BevBas — Fri, 06 Jan 2023 09:22:01 GMT

@Mark39 thank you. Yes I agree it's a bit strange. Everything is working except the phone line. Yes please if you can help.with escalation I would be very grateful, it's frustrating trying to get to a real person at Sky.

Re: Broadband working but no dial tone on land line

Mark39 — Fri, 06 Jan 2023 09:34:45 GMT

@BevBas ok, I've flagged it to the escalation team and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page and an email inviting you to chat online. Replies from Sky may not be instant, so check back from time to time for updates

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Broadband working but no dial tone on land line

BevBas — Fri, 06 Jan 2023 10:14:18 GMT

Lovely, thanks so much! I appreciate your help.