topic Re: Landline not working since full fibre installed in Talk

Landline not working since full fibre installed

TraceB — Tue, 06 May 2025 17:59:29 GMT

Full fibre was installed 01/05 and BT Openreach came out 05/05 to connect the landline to the router. The voice light is green on the router but the digital display on the phones show 'no line'. There is no dialling tone and doesn't ring if I call the number from my mobile.

I have switched the modem and router off for 15 minutes, but the issue is still not resolved

Re: Landline not working since full fibre installed

GD1 — Tue, 06 May 2025 18:01:59 GMT

@TraceB Is the phone plugged into the UK Phone port on the hub?

Re: Landline not working since full fibre installed

TraceB — Tue, 06 May 2025 18:09:30 GMT

No. The BT engineer put a cable from the main incoming telephone socket to the router. Prior to him doing this there was no voice light on the router. I have no room/spare plug socket to connect the phone to the router

Re: Landline not working since full fibre installed

GD1 — Tue, 06 May 2025 18:11:38 GMT

@TraceB If you have full fibre with an ONT the line itself is carried by the Fibre connection and therefore the phone should be plugged into the back of your hub. I'm not sure what your engineer has done but seems to be incorrect.

Re: Landline not working since full fibre installed

TraceB — Tue, 06 May 2025 18:14:11 GMT

What does ONT stand for??

Re: Landline not working since full fibre installed

GD1 — Tue, 06 May 2025 18:20:45 GMT

@TraceB An ONT, or Optical Network Terminal, is a device that connects your home to a fiber optic network, often used for broadband internet. It's a white box, typically mounted on a wall, that converts light signals from the fiber optic cable into electrical signals that your router can understand. Think of it as the "modem" for a fiber optic internet connection.

Your hub would then be connected to this box via ethernet cable.

Tom help clear up which service has been installed please use this link and post an image of the result (remove any address data).

Re: Landline not working since full fibre installed

TraceB — Tue, 06 May 2025 18:26:15 GMT

Re: Landline not working since full fibre installed

TraceB — Tue, 06 May 2025 18:26:35 GMT

Re: Landline not working since full fibre installed

TraceB — Tue, 06 May 2025 18:27:52 GMT

I have had the little white box installed which is above the telephone socket and this is connected to the router via an ethernet cable

Re: Landline not working since full fibre installed

GD1 — Tue, 06 May 2025 18:30:39 GMT

@TraceB So it's full fibre install, you should have something similar to this in your property.

That being the case your phone needs to be plugged into the back of your hub as per previous reply.

Re: Landline not working since full fibre installed

TraceB — Tue, 06 May 2025 18:30:56 GMT

Re: Landline not working since full fibre installed

GD1 — Tue, 06 May 2025 18:33:32 GMT

@TraceB Thank you for the images, that helps. So the phone is plugged in correctly.

To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Landline not working since full fibre installed

TraceB — Tue, 06 May 2025 18:38:14 GMT

Thank you for your help.

I just have a cable from the telephone socket to the router that the BT engineer put in yesterday. My actual phone is not plugged into it

Re: Landline not working since full fibre installed

GD1 — Tue, 06 May 2025 18:40:01 GMT

@TraceB I don't know what they've done, I would let the messaging team pick this up.

Re: Landline not working since full fibre installed

Mark39 — Tue, 06 May 2025 18:59:26 GMT

@TraceB wrote:

Thank you for your help.

I just have a cable from the telephone socket to the router that the BT engineer put in yesterday. My actual phone is not plugged into it

Your picture shows a cable plugged into your broadband Hub's UK telephone socket. Unplug that cable, and plug your phone into the UK phone socket instead.

Re: Landline not working since full fibre installed

TraceB — Tue, 06 May 2025 19:30:48 GMT

The problem I have is I have no room for my telephone or a spare socket for it to go next to the router.

The original BT engineer that came out was going to wire the telephone cables into the white modem box but he couldn't complete the install due to an underground blockage (couldn't get the fibre cable in).

Re: Landline not working since full fibre installed

peter-marlow+1966 — Tue, 06 May 2025 19:45:52 GMT

I have full fibre broadband but i have and was sent a sky wifi max hub and my phone is plugged into the phone port on the hub and works fine, i did not have to have the phone wired in the the optical network terminal

Re: Landline not working since full fibre installed

Mark39 — Tue, 06 May 2025 20:18:33 GMT

@TraceB wrote:

The problem I have is I have no room for my telephone or a spare socket for it to go next to the router.

The original BT engineer that came out was going to wire the telephone cables into the white modem box but he couldn't complete the install due to an underground blockage (couldn't get the fibre cable in).

I don't know what the engineer was planning to do, but it doesn't sound like a standard installation. You could use a standard telephone extension cable plugged into the Hub phone socket, so that you can place the phone somewhere more convenient?

Re: Landline not working since full fibre installed

Mr+Flibbles+86 — Wed, 07 May 2025 07:31:34 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: Landline not working since full fibre installed

peter-marlow+1966 — Wed, 07 May 2025 09:11:45 GMT

With full fibre your telephone socket will no long work everything will come down the fibre optic cable tothe optical network terminal