topic Re: Landline won't receive incoming calls since full fibre installed in Talk

Landline won't receive incoming calls since full fibre installed

Holtender11 — Tue, 25 Jul 2023 20:09:31 GMT

I have already reported this to Sky, who assured me someone would be in touch within 72 hours. This was a week ago. Still nobody has been in touch. I haven't got time to sit on the phone, so wondered if anyone else could help. My hub has all the green lights on, the sky advisor connected via video call and looked at my set up. He took pictures and confirmed everything was plugged in correctly. I can make outgoing calls no problem. For anyone calling, it sounds like the phone is ringing out, but it isn't. I even tried calling my landline, from my landline, which should have got an engaged tone but didn't. I'm not sure if there is a general problem with the broadband, as devices don't seem to stay connected. My iphone has often dropped and in the evenings the ipads seem to struggle. The laptop is just a nightmare! Wish I hadn't bothered!

Re: Landline won't receive incoming calls since full fibre installed

Chrisee — Tue, 25 Jul 2023 20:15:24 GMT

@Holtender11 you need Sky's helpmto sort this so I am escalatting your post to the Sky team who support the forum. They will invite you to an online chat through the forum where a chat icon will appear. Hopefully they can sort this for you.

Re: Landline won't receive incoming calls since full fibre installed

Lisa-P1987 — Thu, 27 Jul 2023 15:05:15 GMT

Thanks for escalating, unfortunately, our messaging team are unable to send invites to chat at the moment.
We would advise to contact us on this occasion to make sure your resolution is not delayed.

Re: Can make outgoing calls but no incoming calls

Holtender11 — Mon, 31 Jul 2023 12:59:12 GMT

I am having the same problem. Sky sent me a new hub as said this was the problem. New hub plugged in and still the same, can make calls, but cannot receive any? I am psyching myself up for the ordeal of having to ring Sky again.... Unless anyone has any ideas!

Re: Landline won't receive incoming calls since full fibre installed

Holtender11 — Mon, 31 Jul 2023 13:01:38 GMT

Thanks. I endured another hour on the phone to sky, who have sent me a new router. This has not made a difference, still no incoming calls, but can make outgoing. I simply dread having to ring again and go through the whole sorry tale 😣

Re: Can make outgoing calls but no incoming calls

Mark39 — Mon, 31 Jul 2023 13:07:43 GMT

@Holtender11 so does your new Hub have a lit Voice light, and if so, is your phone plugged into it, rather than the wall socket?

Re: Can make outgoing calls but no incoming calls

Holtender11 — Mon, 31 Jul 2023 13:14:18 GMT

@Mark39 yes I have the voice light and yes the phone is plugged into the back of the hub into the UK socket. Open Reach have apparently checked everything after I initially reported this nearly a fortnight ago and the line is ok.

Re: Can make outgoing calls but no incoming calls

Mark39 — Mon, 31 Jul 2023 14:36:59 GMT

@Holtender11 looks like you'll have to report it to Sky again, I'm afraid. If you wish we can ask the Community messaging team to contact you here so that you can do that, rather than call?

Re: Landline won't receive incoming calls since full fibre installed

Holtender11 — Mon, 31 Jul 2023 14:50:17 GMT

@Mark39 that would be great, thanks.

Re: Landline won't receive incoming calls since full fibre installed

Mark39 — Mon, 31 Jul 2023 14:57:20 GMT

@Holtender11 wrote:

@Mark39 that would be great, thanks.

Ok, I've highlighted your post 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 and an email inviting you to chat online. Replies from Sky may not be instant, so check back from time to time for updates.

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: Landline won't receive incoming calls since full fibre installed

Lisa-P1987 — Mon, 31 Jul 2023 15:31:07 GMT

Thanks for escalating this. We’ve sent @Holtender11 an invite to chat.

Re: Landline won't receive incoming calls since full fibre installed

Addie15 — Sun, 13 Aug 2023 15:23:14 GMT

Update-We are closing this session now but if there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.

Re: Landline won't receive incoming calls since full fibre installed

Fred64 — Sat, 24 May 2025 18:34:16 GMT

I have the same problem suddenly I was unable to receive incoming calls on my landline

Re: Landline won't receive incoming calls since full fibre installed

Mark39 — Sat, 24 May 2025 18:55:20 GMT

@Fred64 you appear to have a phone splitter plugged into the Hub's phone socket. Please try again after removing it and plugging just your phone into the UK phone socket.

Re: Landline won't receive incoming calls since full fibre installed

Fred64 — Sun, 25 May 2025 09:00:03 GMT

Hi I removed the splitter pluged in one phone line and now find I can receive calls from both landline phones Well done and thank you.

Fred

Re: Landline won't receive incoming calls since full fibre installed

Mark39 — Sun, 25 May 2025 09:10:33 GMT

@Fred64 wrote:

Hi I removed the splitter pluged in one phone line and now find I can receive calls from both landline phones Well done and thank you.

Fred

I'm glad it was easily resolved 🙂

Re: Landline won't receive incoming calls since full fibre installed

Rob_C — Fri, 31 Oct 2025 18:29:24 GMT

I have the same issue. I can make calls from the landline, but not able receive calls. The router has the voice light in green. The phone is plugged straight into the router. I've tried turning off the ONT and the router and switched back on, but still no luck.

whats the best way to raise this issue with Sky?

Re: Landline won't receive incoming calls since full fibre installed

Mark39 — Fri, 31 Oct 2025 18:39:47 GMT

@Rob_C have you checked that your number is what you're expecting it to be? Dial 17070 and the recorded message should tell you the number assigned to your connection.

Re: Landline won't receive incoming calls since full fibre installed

Rob_C — Fri, 31 Oct 2025 18:45:41 GMT

I've just checked. It's the same number, but with 2 extra 0's on the end. I've dialled that number and it doesn't work, as there's too many digits?

Re: Landline won't receive incoming calls since full fibre installed

Mark39 — Fri, 31 Oct 2025 20:00:54 GMT

@Rob_C I suspect that's an indicatioln that the phone service hasn't yet been fully activated. When was your go live date? Do you have a white Hub or black?