topic Re: Land line dead in Talk

Land line dead

Maurice35 — Fri, 11 Oct 2024 13:09:36 GMT

My broadband was changed over from Virgin on 25 Sept. Since then my land line has been dead, no dial tone. I have reported it to Sky on line, having done all the checks, three times the latest of these reports today. I have heard nothing from customer services other than to tell me that they assume the problem has been solved and are closing the case. I have the white hub and the on line help talks about a set of coloured lights one being for phone all which should be green. I can see no coloured lights. It also mentions a re-set button which I also cannot find. Am I going blind or just senile?

Re: Land line dead

Mark39 — Fri, 11 Oct 2024 13:20:59 GMT

The white Max Hub has only one LED, which so far as I know doesn't report the landline (Voice) status. ?To factory reset the Hub, which is worth a try, press and hold the WPS button for 30 seconds.

Re: Land line dead

Maurice35 — Fri, 11 Oct 2024 13:31:30 GMT

Thank you Mark. At least I'm not going mad. I am giving that a try now. No luck, I held button for at least said 30 seconds. Wifi went off but is back on now but phone is still dead. I have tried different phones and cables which I know to be working.

Re: Land line dead

Mark39 — Fri, 11 Oct 2024 14:11:46 GMT

There's a known issue with delayed activation of the landline (Voice) service on the white Max Hub. As your case has been closed on the basis that it's all ok, I'd suggest reporting it to Sky again. I doubt it will result in immediate resolution, but it may mean your service is passed to the appropriate team for ongoing management. 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: Land line dead

Maurice35 — Fri, 11 Oct 2024 14:27:25 GMT

Thank you Mark. Yes that would be very helpful. Trying to get a sensible message through is more difficult than wading through treacle, not that I have much experience in that direction! I first reported the problem on 26th Sept, again on the 7th Oct. and again this morning 11th Oct when I saw that my case had been closed. Thanks again for your help.

Re: Land line dead

Mark39 — Fri, 11 Oct 2024 14:34:08 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: Land line dead

Addie15 — Fri, 11 Oct 2024 14:43:19 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Maurice35.

Re: Land line dead

Tony197 — Sat, 25 Jan 2025 10:08:14 GMT

Land line no dialling tone, no broadband since around midday yesterday. Tried resetting hub several times to no avail

Re: Land line dead

Michele26 — Mon, 14 Jul 2025 20:15:22 GMT

Same here!

Re: Land line dead

Addie15 — Tue, 15 Jul 2025 10:20:29 GMT

Hi there, @Michele26. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147