topic Re: Phone line not working after upgrading to WiFi Max with new White Hub in Talk

Phone line not working after upgrading to WiFi Max with new White Hub

Sainthalford — Thu, 13 Feb 2025 12:31:27 GMT

Hi, upgraded to Full Fibre and Sky WiFi Max this week.
Full Fibre installed on Monday to original black hub with no problems. Broadband & Phone working fine, although I've always had to have the phone line plugged into the Italia/Europe port on back of black hub as UK one has never worked.
Recieved the new white WiFi Max hub in the post on Tuesday.
Set up broadband with no issues but phone no longer receiving or making calls.
I've tried using the standard phone cable with the longer plug on the end to try out the UK port but neither port works with either cable.
Any suggestions before I ring Sky?

Re: Phone line not working after upgrading to WiFi Max with new White Hub

Mark39 — Thu, 13 Feb 2025 13:09:38 GMT

First try factory resetting the Max Hub, by pressing the WPS button for 30 seconds.

Re: Phone line not working after upgrading to WiFi Max with new White Hub

Sainthalford — Thu, 13 Feb 2025 13:11:08 GMT

Thanks will try that tonight after work. Is that different than just rebooting the router at the power source, as I've tried that numerous times?

Re: Phone line not working after upgrading to WiFi Max with new White Hub

Mark39 — Thu, 13 Feb 2025 13:14:57 GMT

@Sainthalford wrote:

Thanks will try that tonight after work. Is that different than just rebooting the router at the power source...

Yes.

Re: Phone line not working after upgrading to WiFi Max with new White Hub

Sainthalford — Thu, 13 Feb 2025 22:14:24 GMT

Just tried the factory reset. Still no different unfortunately.

Re: Phone line not working after upgrading to WiFi Max with new White Hub

DaveW8 — Mon, 10 Mar 2025 11:28:00 GMT

I have the same problem with my new Sky Max box after 48 hours with no land line in or out. Getting a little frustrated! Have sent in form to sky and await results. On line hlep bot less tahn useless Im afraid.

Re: Phone line not working after upgrading to WiFi Max with new White Hub

Mark39 — Mon, 10 Mar 2025 11:36:46 GMT

@DaveW8 wrote:

I have the same problem with my new Sky Max box after 48 hours with no land line in or out. Getting a little frustrated! Have sent in form to sky and await results. On line hlep bot less tahn useless Im afraid.

Tried the factory reset?

Re: Phone line not working after upgrading to WiFi Max with new White Hub

Sainthalford — Mon, 10 Mar 2025 11:40:14 GMT

After trying factory reset, I ended up ringing them, and after their checks they said that my new Max hub hadn't been activated properly. They told me they would do this and would take 72 hours. 24 hours later and it was all good.

Hope this helps.

Re: Phone line not working after upgrading to WiFi Max with new White Hub

DaveW8 — Mon, 10 Mar 2025 11:48:37 GMT

Yes thanks but to no avail.

Re: Phone line not working after upgrading to WiFi Max with new White Hub

Mark39 — Mon, 10 Mar 2025 11:54:47 GMT

@DaveW8 did you actually get to speak to someone at Sky, or did you deal only with the bot? If not, we can ask Sky's messaging team to contact you here so that you can report it via a private online chat, if you wish?

Re: Phone line not working after upgrading to WiFi Max with new White Hub

DaveW8 — Mon, 10 Mar 2025 11:55:34 GMT

Ive tried to ring SKY but all I get is an automated bot that sends me round in circles. So i'm impressed that you got through to someone - can I ask how you did this ?😜

Re: Phone line not working after upgrading to WiFi Max with new White Hub

MarkGoldsmith — Mon, 10 Mar 2025 11:58:09 GMT

@DaveW8 wrote:
Ive tried to ring SKY but all I get is an automated bot that sends me round in circles. So i'm impressed that you got through to someone - can I ask how you did this ?😜

Sometimes what works is saying nothing when the bot asks and it then just adds you into the queue to speak to an advisor.

Re: Phone line not working after upgrading to WiFi Max with new White Hub

DaveW8 — Mon, 10 Mar 2025 11:59:24 GMT

Only dealt with a bot so some sort of contact with a human would be welcome. Maybe a clairvoyant could help ...contact via the messaging team would be well received. Thanks for your assistance.

Re: Phone line not working after upgrading to WiFi Max with new White Hub

Mark39 — Mon, 10 Mar 2025 12:02:19 GMT

@DaveW8 OK, I've alerted Sky 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. 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: Phone line not working after upgrading to WiFi Max with new White Hub

Sainthalford — Mon, 10 Mar 2025 12:05:43 GMT

This definitely works!

Re: Phone line not working after upgrading to WiFi Max with new White Hub

Greenfingers001 — Mon, 10 Mar 2025 12:07:36 GMT

Thanks for escalating this. We’ve sent @DaveW8 an invite to chat.