topic Re: Landline dead. in Talk

Landline dead.

robfod — Mon, 16 Feb 2026 10:08:55 GMT

Seems that this is a common issue with Sky currently.
My fibre was recently updated and since then my landline doesn't work.
The engineer (Openreach) who updated the fibre said that my old phone connection box on the wall was basically redundant now, which you'd have thought that they would have taken the old box off the wall with all the cable. And yet, he still left my phone connected to it.
I contacted Sky who said that I needed a new upgraded router, which they sent, but it is exactly the same as my existing one. I have the black router and there are 4 green lights.
I've tried plugging the phone directly into the back of the router and that doesn't work either.
The broadband is working with no problems.
I've read some of the other posts and nothing seems to work. If someone calls my landline, they get a busy signal.

Re: Landline dead.

Mark39 — Mon, 16 Feb 2026 10:21:36 GMT

@robfod it's a commin issue elsewhere too - I speak from personal experience!

How recently was your new service activated?

Re: Landline dead.

robfod — Mon, 16 Feb 2026 10:28:20 GMT

About 2 weeks ago.
Tbh I hardly ever use it, but a few people call me on it.

Re: Landline dead.

Mark39 — Mon, 16 Feb 2026 10:49:30 GMT

@robfod just to confirm your phone needs to be plugged into your Hub. It won't work from the wall socket (Openreach don't remove the redundant equipment, presumably because it takes additional time and might cause damage).

Try restarting your broadband Hub by switching it off at the plug for 10 minutes. If you've had full fibre fitted with a separate ONT on the wall, restart that at the same time.

If that doesn't resolve it, it's probably best reported to Sky. 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: Landline dead.

robfod — Mon, 16 Feb 2026 11:17:15 GMT

Hi Mark, so I restarted everything. I've got 4 green lights again and the box on the wall is lit up.
However there is still no dialling tone on my landline phone which is plugged into the hub.

While restarting the box on the wall, I discovered that it was really shoddy work by Openreach and I've had to replace the rawlplugs and screws securing the box as they were too small for the holes drilled!
That would be great if you could report it for me and I can also ask them if they want me to return the duplicate hub!
Many thanks.

Re: Landline dead.

Mark39 — Mon, 16 Feb 2026 11:21:53 GMT

@robfod I can't report it for you (Sky need to verify your id) but I'll ask Sky's Community messaging team, to contact you here so that you can report it yourself via an online.chat 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/My-post-has-been-escalated/ba-p/3711147#M1014

Re: Landline dead.

robfod — Mon, 16 Feb 2026 11:28:48 GMT

Great! Thanks Mark!

Re: Landline dead.

Jason- — Mon, 16 Feb 2026 12:27:45 GMT

Thanks for the heads up @Mark39 We'll get an invite sent over to @robfod and help get their Sky Broadband and Talk services working properly! 👍🏻

Cheers, Jason-

Re: Landline dead.

Jon189 — Mon, 16 Feb 2026 14:03:34 GMT

Hi,I'm having the same problem,but I used the black wire with and purple ends into a splitter then its connected to phone wire,it worked,but hey cannot get my tv working, as it won't take sky hub code.