topic Re: Landline not working in Talk

Landline not working

Louise140816 — Tue, 21 Oct 2025 22:10:56 GMT

Since the new instalation my mother's phone doesn't receive or make calls. 5 different sky staff have given "advise" but nothing is working. Iv sent pics of the set up, bought a new phone and now been told i need a voip phone. 4 weeks without a landline, she's a vulnerable and missed hospital appointments as relies on this. Iv emailed the ceo in frustration but really am at a loose end. Can anyone help. Really regretting this upgrade for her

Re: Landline not working

Mark39 — Tue, 21 Oct 2025 22:25:05 GMT

@Louise140816 a VOIP phone absolutely won't work with a Sky landline, so don't waste your money on one. Bad advice from Sky.

I assume the phone is plugged into your mother's broadband Hub. Does she have a black Hub or white? If it's a black one, is the Voice light on the front panel illuminated? Green or amber ?

Re: Landline not working

Louise140816 — Thu, 23 Oct 2025 16:34:28 GMT

Thanks for your reply, 4 weeks later still no avail and thankfully she didn't go to buy a new voip phone.

Its a black box and all lit up. Iv just done a restart once again with no avail. I am at a loose end, sky have been so unfair, she's missed important hospital appointments. Broken promises, lies and I'm just gutted for her

Re: Landline not working

Mark39 — Thu, 23 Oct 2025 16:49:53 GMT

@Louise140816 wrote:

.

Its a black box and all lit up.

Amber or green? Can you confirm her phone is plugged into her broadband Hub?

Re: Landline not working

Louise140816 — Thu, 23 Oct 2025 17:26:12 GMT

4 green lights on the black box, phone plugged into it and the white box thing attached to the wall has all 4 lights, on.

Re: Landline not working

Mark39 — Thu, 23 Oct 2025 19:01:32 GMT

@Louise140816 I'd suggest turning off both the Sky Hub and the ONT (the white box on the wall) for a few minutes, to see if that provokes some action. If not, your mother could raise a complaint, preferably using the web form option here, so that it's in writing: https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Landline not working

Louise140816 — Thu, 23 Oct 2025 21:25:28 GMT

Ahh yeah tried all that and also emailed the ceo but exhausted all options now. Thanks for taking the time to reply,

Re: Landline not working

me110 — Fri, 24 Oct 2025 06:39:48 GMT

I have exactly the same issue,.disabled vulnerable elderly parent with no landline since fiber upgrade on 22nd Sept! noone at Sky is in a hurry to fix: Hi, It's ******* from Sky. I have reviewed the open incident report for you. This is still open and under investigation. I will call you again when I have a meaningful update or when we have an expected resolution for this. Thank you for your patience. NoReply

Re: Landline not working

Mark39 — Fri, 24 Oct 2025 08:54:56 GMT

@me110 Sky's reply suggests that this is being managed by their Network team, who will be working with Openreach to get it resolved. Delays of the length you've experienced are infrequently reported here.

Re: Landline not working

me110 — Fri, 24 Oct 2025 09:28:58 GMT

thankyou @Mark39

Re: Landline not working

Louise140816 — Fri, 24 Oct 2025 21:27:50 GMT

I feel your frustration. I genuinely don't know where else to turn. 4 weeks with no landline, one has cancer, one has now been pushed through for a cancer diagnosis. The go asked for best contact number and mum advises her landline doesn't work, the gp was appalled at the lack of care and concern sky have given. I am sick of the lies, and don't know what I can even do. Guessing open reach can't help either?