topic Re: No incoming or outgoing calls since fiber install in Talk

No incoming or outgoing calls since fiber install

Dawlish_Guy — Fri, 11 Apr 2025 15:58:33 GMT

Hi everyone

So my mother (a loyal Sky subscriber for 30-odd years, widow, pensioner) had Fiber 150 installed on Tuesday afternoon. She doesn't really need fiber but it was the cheapest option when her Superfast contract ended recently, but it meant switching over her landline to VoIP.

She has now been without the ability to make or receive calls for three days. She's an old school pensioner and relies on the house phone above using her mobile. She is very distressed by this situation and I found her in tears on the day of the install when I went over to check on how it went. 😞

So here are the facts:

The ONT is showing green, no LOS, and is connected to port 4 on the router
The Voice indicator is green on the router
The phone is confirmed compatible with digital voice and is connected to the phone port on the router
The phone has a dialling tone
The ONT and router have been power cycled multiple times
No calls can be made or received to/from landline numbers or mobile numbers

We have waited the pre-requisite 72 hours but it is still not active.

I hope somebody here can help or get us in contact with a "Sky Expert".

Nick

Re: No incoming or outgoing calls since fiber install

Mark39 — Fri, 11 Apr 2025 16:10:12 GMT

@Dawlish_Guy wrote:

So here are the facts:

The phone is confirmed compatible with digital voice and is connected to the phone port on the router

Hi @Dawlish_Guy, thank you for the details. Can you clarify the above? Sky Internet calling (Sky VOIP) requires the use of a standard analogue phone.

A phone designed for use with BT's Digital Voice service or an IP phone won't work.

Re: No incoming or outgoing calls since fiber install

Dawlish_Guy — Fri, 11 Apr 2025 16:44:38 GMT

Sorry for the confusion, wrong terminology. Yes it is a standard DECT phone not designed for "BT Digital Voice"..... Panasonic KX-TGFA30.

Re: No incoming or outgoing calls since fiber install

Mark39 — Fri, 11 Apr 2025 16:55:15 GMT

Ok, thanks. It's probably best reported to Sky, then. If you have authorisation lodged with Sky that you can speak on your mother's behalf (or if the account I in your name, of course) we can ask Sky's messaging team to contact you here so that you can report it via a private online chat.

Re: No incoming or outgoing calls since fiber install

Dawlish_Guy — Fri, 11 Apr 2025 22:39:45 GMT

Thanks @Mark39 , that would be good to have a private online chat with the messaging team. 👍🏻

Re: No incoming or outgoing calls since fiber install

Mark39 — Sat, 12 Apr 2025 08:18:39 GMT

Can you just confirm that your authority to speak on behalf of your mother is registered with Sky? If not, they won't be able to access your mother's account details.

Re: No incoming or outgoing calls since fiber install

Dawlish_Guy — Sat, 12 Apr 2025 10:07:35 GMT

Hi @Mark39 yes, on previous contact I have had with them they authorised me to speak on her behalf. Thanks.

Re: No incoming or outgoing calls since fiber install

Mark39 — Sat, 12 Apr 2025 10:13:42 GMT

@Dawlish_Guy 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: No incoming or outgoing calls since fiber install

Lisa-P1987 — Sat, 12 Apr 2025 10:21:38 GMT

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

Re: No incoming or outgoing calls since fiber install

Dawlish_Guy — Sun, 13 Apr 2025 17:29:34 GMT

Thanks @Mark39 and @Lisa-P1987

I lost connection during the online chat yesterday and tried calling tech support directly. The chap I spoke to was excellent and escalated the problem to networks.

My mum got a text message earlier this afternoon advising to switch the ONT and router off for at least an hour then try again... and I'm very happy to say all is now fixed. This is a big weight off for my mum and she is very pleased.

Thanks again.

Re: No incoming or outgoing calls since fiber install

Mark39 — Sun, 13 Apr 2025 17:33:05 GMT

Good to hear. I'm sure your mum is very relieved.