topic Re: cannot receive calls on landline in Talk

cannot receive calls on landline

Rosie122 — Thu, 15 Jan 2026 09:53:55 GMT

Cannot send or receive calls on the landline. There is no dial tone. If I dial out the phone rings on the other side but then nothing. There is a message on the phone 'Check Phone Line'. My broadband on the same line works OK.

Re: cannot receive calls on landline

Mark39 — Thu, 15 Jan 2026 09:56:12 GMT

@Rosie122 are you new to Sky broadband/landline? Or has your Sky landline been working ok up to now?

Re: cannot receive calls on landline

Rosie122 — Thu, 15 Jan 2026 10:07:15 GMT

Yes the landline has been working OK until now

Re: cannot receive calls on landline

Mark39 — Thu, 15 Jan 2026 10:28:48 GMT

@Rosie122 do you have Internet calls, where your phone plugs into your broadband Hub, or standard calls where your phone plugs into a wall socket?

Either way, first try the connection test here, even if,your broadband is working ok and let us know the result.

https://www.sky.com/help/articles/broadband-diagnostic-start

Re: cannot receive calls on landline

Rosie122 — Thu, 15 Jan 2026 14:46:25 GMT

Hi, I was finally able to contact Sky and they have identified a fault at the local exchange and I have been advised that it should be rectified within a few days (2 - 5!). Thanks for your help, much appreciated. Regards

Re: cannot receive calls on landline

Mark39 — Thu, 15 Jan 2026 14:50:05 GMT

@Rosie122 that's good to hear. 🙂

Re: cannot receive calls on landline

Rosie122 — Mon, 19 Jan 2026 12:44:09 GMT

Still no resolution from Sky, I keep getting the message 'escalated to the network team' from the virtual assistant. It has been 7 days now and I cannot speak to anyone. I think the system is broken. I don't know what to do next!

Re: cannot receive calls on landline

Mark39 — Mon, 19 Jan 2026 13:31:43 GMT

@Rosie122 it's a bit soon, to be honest. If you reported this to Sky on 15th, it's due to be looked at by Thursday 22st, that being 5 working days.

Re: cannot receive calls on landline

Rosie122 — Mon, 19 Jan 2026 15:25:02 GMT

OK thanks for the info. Regards

Re: cannot receive calls on landline

Rosie122 — Wed, 21 Jan 2026 09:45:44 GMT

Still no response from Sky. This is the latest message in response to my query today - "It seems I've reached the limit of my ability to assist you 😔." So that's it then?

Is there a telephone number to use in order to speak to someone resembling a human?

Re: cannot receive calls on landline

Mark39 — Wed, 21 Jan 2026 09:53:15 GMT

@Rosie122 yes, that's a response from the automated bot. Give Sky a call on 150 (landline or Sky mobile) and don't respond when the bot asks why you're calling. Just stay silent and you should eventually be asked if you want to speak to an adviser.

Re: cannot receive calls on landline

Rosie122 — Wed, 21 Jan 2026 09:56:50 GMT

Hi, I do not have a Sky mobile, is there another number to call?

Re: cannot receive calls on landline

Mark39 — Wed, 21 Jan 2026 10:04:05 GMT

@Rosie122 the forum doesn't allow phone numbers to be posted, but if you work through this help guide (you can skip the bits you've already tried, so it won't take long) and at the end tap 'no still need help' and on the next screen 'prefer to get in touch' you'll be presented with contact options, including 'call us'.

https://www.sky.com/help/sky-talk/fix-problems-with-my-phone/articles/fix-phone-problems-standard-all-calls