topic Re: Recently upgraded to fibre and lost landline in Talk

Recently upgraded to fibre and lost landline

BROBB — Thu, 10 Apr 2025 11:21:01 GMT

Recently upgraded to fibre broadband and lost my landline. Can't connect phone to router to use VOIP as my router doesn't have a phone port. Tried connecting via broadband port but still no connection. Do I need a new router?

Re: Recently upgraded to fibre and lost landline

Mark39 — Thu, 10 Apr 2025 12:21:49 GMT

@BROBB wrote:

Recently upgraded to fibre broadband...

Do you mean you have a separate fibre optic cable up to your home, and an ONT attached to an outside wall?

Re: Recently upgraded to fibre and lost landline

BROBB — Thu, 10 Apr 2025 14:41:34 GMT

No fibre optic cable to house with connection to Open Reach modem attached to internal wall. This is connected to my Sky router with a conversion cable. Probably because my router is ancient.

Re: Recently upgraded to fibre and lost landline

Mark39 — Thu, 10 Apr 2025 15:02:04 GMT

Which of the Sky routers shown here do you have: https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/setting-up-my-sky-hub/articles/set-up-hub-which-sky-hub-do-you-have

And do you have a master socket which (edited to add) your router is plugged into and looks like one of these: https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/setting-up-my-sky-hub/articles/set-up-hub-sky-q-hub-what-type-of-socket

Re: Recently upgraded to fibre and lost landline

BROBB — Thu, 10 Apr 2025 19:08:37 GMT

Sky Hub but phone socket no longer operational. Broadband now delivered via Nokia terminal

Re: Recently upgraded to fibre and lost landline

Mark39 — Thu, 10 Apr 2025 19:51:06 GMT

If your fibre upgrade was delivered by Sky, I'm at a loss to understand why they didn't send you one their routers designed for it. I'd suggest giving them a call.

Re: Recently upgraded to fibre and lost landline

BROBB — Thu, 10 Apr 2025 20:45:48 GMT

Already did and their response was that it was a known issue and I should buy a new phone. Was hoping for a more helpful response from folk who actually know what they're all talking about.

Re: Recently upgraded to fibre and lost landline

Mark39 — Thu, 10 Apr 2025 20:48:29 GMT

@BROBB wrote:

Already did and their response was that it was a known issue and I should buy a new phone. Was hoping for a more helpful response from folk who actually know what they're all talking about.

Did you explain that you have nowhere to connect a phone, new or otherwise?

Re: Recently upgraded to fibre and lost landline

BROBB — Thu, 10 Apr 2025 21:01:46 GMT

I did but from their response I suspect I'm not the only one faced with this predicament. Thanks for your help but suspect transition to new provider is imminent 🙄

Re: Recently upgraded to fibre and lost landline

Mark39 — Fri, 11 Apr 2025 07:59:19 GMT

To be honest, I've never seen this scenario reported here before.

If you wish, we can ask Sky's messaging team to contact you here to try to get to the bottom of it for you?

Re: Recently upgraded to fibre and lost landline

TimmyBGood — Fri, 11 Apr 2025 15:54:00 GMT

@BROBB

Installation of FTTP should always trigger allocation and despatch of a Sky Broadband Hub or Max Hub where the account records indicate a Q Hub or earlier model is currently in use.