topic Re: Phone not working since sky max installation in Talk

Phone not working since sky max installation

Carolkelly — Wed, 18 Jun 2025 20:41:47 GMT

Looking for some guidance

We recently upgraded to sky max. Sky engineer came out on Monday and installed the hub.

Internet seems to be working okay (although speed is lower than expected) however my landline is now dead no dial tone, unable to receive calls. When anyone calls they get this number can’t be recognised

My granddaughter tried to look into this to see if we can fix it as I still use my landline and noticed people speaking like the phone was now connected to the Sky Max hub rather than the old phone line in the wall.

My phone is still connected to the old bit in the wall as sky or the engineer never mentioned this would need to be moved.

Is anyone able to clarify does the phone need to be plugged directly into the sky max hub?

Re: Phone not working since sky max installation

Mark39 — Wed, 18 Jun 2025 20:43:42 GMT

@Carolkelly wrote:

Is anyone able to clarify does the phone need to be plugged directly into the sky max hub?

Yes, it does.

It won't work from a wall socket.

Re: Phone not working since sky max installation

Carolkelly — Wed, 18 Jun 2025 22:45:29 GMT

Thank you. Connecting to the hub as partially fixed the problem I can now make calls but still can't receive calls

Re: Phone not working since sky max installation

Mark39 — Thu, 19 Jun 2025 08:04:08 GMT

@Carolkelly try turning off both your Max Hub and the ONT for an hour. If you're still unable to receive calls after switching back on, it would be best to report it to Sky.

You can either call them from your landline on 150 or we can ask their Messaging team to contact you here so that you can report it via a private online chat, if you prefer.