topic Re: Broadband is working. I cannot make or receive calls on my home phone in Talk

Broadband is working. I cannot make or receive calls on my home phone

skyuser247 — Thu, 05 Mar 2026 21:10:05 GMT

Hi,

My home telephone has not been working at all today. I have been unable to make or receive calls, e.g. there is no dial tone, just an intermittent static noise and the line busy ‘beep beep’ tone when trying to ring my home phone from a mobile. My Sky Broadband is working ok.

The phone displays the ‘Please check line cord’ error message.

I am still on FTTC VDSL 80/20 on the legacy package - Sky Fibre Max and have not been switched to Sky Internet Calls. I updated my hub from the old Sky Q Hub ER110 last year. I have the black Sky Broadband Hub - 3 out of 4 lights are green - Power, Internet, Wi-Fi and the Voice light is off.

I have not been notified by Sky at all about switching to Internet Calls - whether it is via email or letter.

Any help or advice would be appreciated, please.

Thank you.

Re: Broadband is working. I cannot make or receive calls on my home phone

caesarome — Thu, 05 Mar 2026 21:48:18 GMT

@skyuser247

Ignore the fact this will say it is a broadband test so try running this line test to see if it finds any faults:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

Re: Broadband is working. I cannot make or receive calls on my home phone

Mark39 — Thu, 05 Mar 2026 21:52:05 GMT

@skyuser247 does your master phone socket have separate ports for phone and broadband? Or are they connected via a microfilter?

Re: Broadband is working. I cannot make or receive calls on my home phone

skyuser247 — Fri, 06 Mar 2026 14:00:40 GMT

@caesarome

I have run the service checker in the link that you kindly provided, and the test has indicated that there is no problem. This is after I had run the test for a second time.

I am still unable to make or receive telephone calls. There is no dial tone and I have heard different tones at different times when I have been checking the phone. For example, a high pitched or cackling on the line.

Re: Broadband is working. I cannot make or receive calls on my home phone

skyuser247 — Fri, 06 Mar 2026 14:04:44 GMT

@Mark39

My telephone master socket is an Openreach Master Socket 5C with MK4 faceplate, so it is pre-filtered with separate ports for broadband and telephone.

Re: Broadband is working. I cannot make or receive calls on my home phone

Mark39 — Fri, 06 Mar 2026 14:06:30 GMT

@skyuser247 I think this is best reported to Sky, who can run some detailed line tests to identify where the fault is. 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: Broadband is working. I cannot make or receive calls on my home phone

skyuser247 — Fri, 06 Mar 2026 14:22:18 GMT

@Mark39

okay. Please can you ask Sky's messaging team, so this can be reported to Sky ASAP. This is the second day that I have not had a working home phone and it is coming up to the weekend.

Thank you for your help.

Re: Broadband is working. I cannot make or receive calls on my home phone

Mark39 — Fri, 06 Mar 2026 14:25:09 GMT

@skyuser247 OK, I've alerted Sky 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. 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: Broadband is working. I cannot make or receive calls on my home phone

LauraMac38 — Fri, 06 Mar 2026 14:36:04 GMT

Hi @Mark39 , thanks for escalating this. We’ve sent @skyuser247 an invite to chat.

Re: Broadband is working. I cannot make or receive calls on my home phone

skyuser247 — Sun, 15 Mar 2026 11:46:58 GMT

Hi,

Thank you all for help so far. Unfortunately, the Sky messaging team chat closed before I had had a chance to ask some more questions in relation to my landline not working. In addition to being able to do this, I will have to reschedule my engineer appointment.

Would it be possible for this to be escalated to the Sky messaging team again, please?

Thank you.

Re: Broadband is working. I cannot make or receive calls on my home phone

caesarome — Sun, 15 Mar 2026 12:16:10 GMT

@skyuser247 wrote:

Would it be possible for this to be escalated to the Sky messaging team again, please?

@skyuser247

I have done this for you.

Re: Broadband is working. I cannot make or receive calls on my home phone

skyuser247 — Sun, 15 Mar 2026 15:45:00 GMT

@caesarome wrote:
@skyuser247 wrote:
Would it be possible for this to be escalated to the Sky messaging team again, please?
@skyuser247
I have done this for you.

@caesarome

I will look out for the blue/red chat 'bubble'.

Thank you.

Re: Broadband is working. I cannot make or receive calls on my home phone

skyuser247 — Mon, 16 Mar 2026 11:27:01 GMT

Please I would really appreciate it if this could be re-escalated to the Sky messaging team, so that I can have a chat with Sky.

I need to ask some more questions in relation to my non-working landline and I also need to reschedule my engineer appointment.

Thank you

Re: Broadband is working. I cannot make or receive calls on my home phone

Mark39 — Mon, 16 Mar 2026 11:35:00 GMT

@skyuser247 it was re-escalated yesterday, so you should be seeing the chat bubble later today.

Re: Broadband is working. I cannot make or receive calls on my home phone

skyuser247 — Mon, 16 Mar 2026 17:55:57 GMT

@Mark39 wrote:
@skyuser247 it was re-escalated yesterday, so you should be seeing the chat bubble later today.

The chat bubble has still not appeared and I am unable to reschedule the engineer visit myself via My Orders.

Re: Broadband is working. I cannot make or receive calls on my home phone

Mark39 — Mon, 16 Mar 2026 20:53:12 GMT

@skyuser247 it was re-escalated again this afternoon. Did you try the 'yes, I still need help' button in My Orders?

Re: Broadband is working. I cannot make or receive calls on my home phone

skyuser247 — Mon, 16 Mar 2026 22:13:23 GMT

@Mark39 wrote:
@skyuser247 it was re-escalated again this afternoon. Did you try the 'yes, I still need help' button in My Orders?

@Mark39

Yes, I have tried that and it still states "You need to contact us to reschedule this type of visit" as per the screenshot that I uploaded in my last post

My engineer visit is currently scheduled for Wednesday morning and I need to reschedule it. I have been trying to do this since yesterday. I have noted that it says that £25 will be added to my next bill, even if I reschedule the engineer appointment the day before it.

Any help would be appreciated, please.

Thank you.

Re: Broadband is working. I cannot make or receive calls on my home phone

Mark39 — Tue, 17 Mar 2026 09:08:38 GMT

@skyuser247 unfortunately as we've alerted the Messging team several times now without success, I think you'll have to contact Sky directly.about this. The 'still need help' button normally provides contact options.

Re: Broadband is working. I cannot make or receive calls on my home phone

skyuser247 — Tue, 17 Mar 2026 13:57:35 GMT

I have now managed to reschedule my Openreach engineer appointment, which was booked for tomorrow morning.

Thank you for your help, everyone, it is much appreciated.

Re: Broadband is working. I cannot make or receive calls on my home phone

Oharedm — Wed, 18 Mar 2026 20:10:02 GMT

I have exactly same problem. Sky diagnostics said it was outside my property. Apparently Openreach visited yesterday and were unable to fix the issue. They are due back tomorrow.