topic Just joined sky from Virgin on 24th Sep. Broadband and TV ok but still a dead landline. in Talk

Just joined sky from Virgin on 24th Sep. Broadband and TV ok but still a dead landline.

MU18 — Fri, 27 Sep 2024 10:33:43 GMT

Taken out new contract with Sky from Virgin (24th Sep) supposedly using the new ;touch switch ' over. This was a real mess. Engineer called 24th Sep and did his job ok. After phone calls from one company to the other we now have SkyStream tv and Broadband successfully installed but still the Landline is not connected and still dead. After three days surely the phone should now be active. Any one any ideas why this has not happened please?

Re: Just joined sky from Virgin on 24th Sep. Broadband and TV ok but still a dead landline.

Mark39 — Fri, 27 Sep 2024 12:16:28 GMT

@MU18 welcome to the Community 🙂. You're probably already aware that we're mainly a Community of customers.

Did you switch to a full fibre product from Sky? And do you have the Wifi Max add-on? And lastely, is your phone handset plugged into your Sky broadband Hub?

Re: Just joined sky from Virgin on 24th Sep. Broadband and TV ok but still a dead landline.

MU18 — Fri, 27 Sep 2024 12:32:32 GMT

Yes. No and Yes to the questions.

Re: Just joined sky from Virgin on 24th Sep. Broadband and TV ok but still a dead landline.

Mark39 — Fri, 27 Sep 2024 12:46:03 GMT

Is the LED labelled 'Voice' on the front panel of your router illuminated? if so, amber or green?

Re: Just joined sky from Virgin on 24th Sep. Broadband and TV ok but still a dead landline.

Mark39 — Fri, 27 Sep 2024 13:25:13 GMT

@Mark39 wrote:

Is the LED labelled 'Voice' on the front panel of your router illuminated? if so, amber or green?

@MU18 scratch that, it may not be relevant to your Hub.

Sky recommend a factory reset of the Hub which may resolve it. To do that, hold down the WPS button on the side for 30 seconds.

Re: Just joined sky from Virgin on 24th Sep. Broadband and TV ok but still a dead landline.

MU18 — Fri, 27 Sep 2024 14:27:30 GMT

Thankyou for this.IT WORKED and at last I have a dial tone and an active phone -line but why Sky didn't suggest this solution when I rang them is unbelievable. Their only reply was wait a few more days and contact Sky again. Thankyou again for your reply, it has been a great help.