topic Re: Fibre but home phone doesn’t work in Talk

Fibre but home phone doesn’t work

Urbs1 — Mon, 30 Sep 2024 17:54:51 GMT

I have fibre, broadband works, I have 2 piece Vtech CS2051. I have plugged the base into router and don't get a dialling tone and don't get calls. Called sky half a dozen times(mobile), get different answers every time. Do I need to get a new phone? Worked perfectly before and I believe it's classed as voip. All green lights are on the router. Been with sky for 16 years and now thinking of leaving. Absolute joke.

Re: Fibre but home phone doesn’t work

Mark39 — Mon, 30 Sep 2024 18:53:15 GMT

A VOIP phone won't work. If your phone base station formerly plugged into a BT wall socket, it should work when plugged into your broadband Hub.

Re: Fibre but home phone doesn’t work

Urbs1 — Tue, 01 Oct 2024 22:00:07 GMT

Thanks for reply but unfortunately it doesn't work, but did before, when it was plugged into bt socket in the wall. Either I somehow damaged the lead when moving it or it just don't work with my phone.i may try a new lead.

Re: Fibre but home phone doesn’t work

Mark39 — Wed, 02 Oct 2024 08:28:52 GMT

@Urbs1 wrote:

Thanks for reply but unfortunately it doesn't work, but did before, when it was plugged into bt socket in the wall. Either I somehow damaged the lead when moving it or it just don't work with my phone.i may try a new lead.

Or possibly a fault with the Voice service.

Am I right to assume you have the white Sky Max Hub?

If so, try a factory reset, by pressing and holding the WPS button for 30 seconds.

Re: Fibre but home phone doesn’t work

Urbs1 — Wed, 02 Oct 2024 10:18:50 GMT

I have the black box

Re: Fibre but home phone doesn’t work

Mark39 — Wed, 02 Oct 2024 10:22:08 GMT

Ah OK. Is the 'Voice' LED on the front panel lit? Amber or green?

Re: Fibre but home phone doesn’t work

Urbs1 — Wed, 02 Oct 2024 18:09:30 GMT

It's Green

Re: Fibre but home phone doesn’t work

Mark39 — Thu, 03 Oct 2024 12:39:12 GMT

@Urbs1 wrote:

It's Green

Sorry, you mentioned that in your first post.

If your phone worked from the wall socket, it should work with Sky internet calls. If you haven't done so recently, try restarting your Hub by switching off at the plug for 30 seconds or so.

I see you've already spoken to Sky on several occasions. If you wish we can ask Sky's messaging team to contact you here so that you can report it again via a private online chat, as clearly they haven't go to the bottom of it yet. You may have to repeat any troubleshooting you've already been through with them.

Let us know what you think.

Re: Fibre but home phone doesn’t work

Urbs1 — Thu, 10 Oct 2024 12:23:44 GMT

yes please. I have had a new Reuter to replace the one that original came recently, and spent some time with Christine from Sky on the phone to set it up yesterday. Christine was nice. She raised a ticket for engineer however like before, the engineer has cancelled it. I presume because he tested the line and thought it's ok. My home phone still doesn't dialler out or ring and has been like that since I got fibre. I have now spent at least Six hours on phone calls now. My elderly mother in law is stressed about not being able to call on landline. I don't know if I have a problem with the lead or if my phone is incompatible? No one knows or has advised me of next step. Terrible experience. I have health issues and the stress of this has affected my well being. Do something! Please.

Re: Fibre but home phone doesn’t work

Mark39 — Thu, 10 Oct 2024 12:47:26 GMT

When was your fibre service activated?

Re: Fibre but home phone doesn’t work

Urbs1 — Thu, 10 Oct 2024 13:45:45 GMT

Hi I think it was about 23rd sept originally. As my phone didn't work they sent me another router, received on the 8th October, but set up yesterday

Re: Fibre but home phone doesn’t work

Urbs1 — Thu, 10 Oct 2024 13:48:49 GMT

I did speak to some earlier and we checked everything then unplugged everything for five minutes and then I turned everything on again. In the time he got cut off a left a message saying he got cut off, no further call from him since then , about 40mins ago.

Re: Fibre but home phone doesn’t work

Mark39 — Thu, 10 Oct 2024 16:19:22 GMT

OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging, probably tomorrow now. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

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: Fibre but home phone doesn’t work

Urbs1 — Thu, 10 Oct 2024 17:32:34 GMT

Hi mark,

it's very kind of you bud, however is now all resolved. I went and got a Panasonic phone from argos. Apparently got an award from which mag in 2023. Anyway I plugged it in and it works. I think sky should state some phones that are compatible or any phones from a certain date should be compatible. Anyway it cost me £50 but at least it's done now. I appreciate everyone's help. Thanks

Re: Fibre but home phone doesn’t work

Mark39 — Thu, 10 Oct 2024 17:36:20 GMT

Well that's good news! Incompatible phones are rare, but we've seen the odd one two reported here. It's probably impractical for Sky to maintain a list tbh.

Re: Fibre but home phone doesn’t work

Chloe142 — Fri, 11 Oct 2024 09:43:13 GMT

May i ask what phone and model you purchased, as this may be the case once my phone line is up and running with sky

Re: Fibre but home phone doesn’t work

Urbs1 — Fri, 11 Oct 2024 15:10:45 GMT

Hi yes of course

it's a Panasonic KX TGC262

It has a base and two phones.

i got it from Argos

cost approx £50

Good luck

Re: Fibre but home phone doesn’t work

Urbs1 — Fri, 11 Oct 2024 15:15:00 GMT

True, but the whole Dect phone thing is confusing.

i could not find any phone at Argos that said it was Dect. Even the one I bought which works. Doesn't mention Dect in the spec at all.

thanks again for your help though.

Re: Fibre but home phone doesn’t work

Chloe142 — Fri, 11 Oct 2024 15:31:47 GMT

Many thanks for the information, I will not know if i need another phone until my line is activated, 8 days on still no phone line.

I really dont know why sky cant be clearer on this and shall we say honest

Re: Fibre but home phone doesn’t work

TimmyBGood — Fri, 11 Oct 2024 17:04:44 GMT

@Urbs1 wrote:

i could not find any phone at Argos that said it was Dect. Even the one I bought which works. Doesn't mention Dect in the spec at all.

Digital Enhanced Cordless Telecommunications has been the mainstream standard for domestic telephony since the 1990s: I'd think it's essentially impossible to purchase a new analogue cordless handset anywhere these days: those won't have been manufactured for many years.