topic Re: Cannot make calls since superfast fibre broadband installed in Talk

Cannot make calls since superfast fibre broadband installed

onlyfinewine — Wed, 07 May 2025 14:36:13 GMT

Since we had Superfast Broadband installed we can receive calls but can't make them. All we get is a weird beeping (Not incoming voicemail) I've tried to contact Sky with no response

Re: Cannot make calls since superfast fibre broadband installed

Mark39 — Wed, 07 May 2025 14:37:24 GMT

Is your phone plugged into your broadband Hub? What happened when you tried to contact Sky?

Re: Cannot make calls since superfast fibre broadband installed

onlyfinewine — Wed, 07 May 2025 14:39:46 GMT

Its all set up ok according to the help on line

I tried to go through Chat with no luck and then filled in an online form but then got a text saying they cancelled the form as its an open ase but no word from anyone and still not working. I;ve downloased a photo etc as requested

Re: Cannot make calls since superfast fibre broadband installed

Mark39 — Wed, 07 May 2025 14:51:45 GMT

Re: Cannot make calls since superfast fibre broadband installed

onlyfinewine — Wed, 07 May 2025 14:55:39 GMT

Fibre was installed 10th April

we have a black box

I sent the form Saturday and got the text back but no idea if I have an open case or not!

Re: Cannot make calls since superfast fibre broadband installed

Mark39 — Wed, 07 May 2025 15:00:17 GMT

@onlyfinewine As a first step, because it's easy, I'd suggest restarting your Hub by switching off at the plug for 30 seconds.

If that doesn't put it right, I think you'll need to speak to Sky again. Rather than calling, Sky's online messaging team may be able via a private online chat, to help with establishing that it's being looked at by the support people. Let us know if you'd like to try that and we'll alert them.

Re: Cannot make calls since superfast fibre broadband installed

onlyfinewine — Thu, 08 May 2025 05:17:43 GMT

That didn't work so if someone could contact me I'd be grateful!

Re: Cannot make calls since superfast fibre broadband installed

Mark39 — Thu, 08 May 2025 08:16:04 GMT

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: Cannot make calls since superfast fibre broadband installed

onlyfinewine — Thu, 08 May 2025 08:17:47 GMT

Thank you!

Re: Cannot make calls since superfast fibre broadband installed

Mr+Flibbles+86 — Thu, 08 May 2025 08:28:22 GMT

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

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Cannot make calls since superfast fibre broadband installed

Martin241 — Mon, 23 Jun 2025 21:24:56 GMT

Same here! Though it can take 24 hours plus for it to become fully operational. Installation today, we can receive calls but cannot make any.

Re: Cannot make calls since superfast fibre broadband installed

onlyfinewine — Tue, 24 Jun 2025 05:32:35 GMT

They supposedly fixed it but within a few days it was the same. We can make calls but get a weird tone if we try to make calls. Saves us money I guess!!