topic Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS in Talk

SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Dave2221 — Sat, 13 Jun 2026 16:37:21 GMT

On 26 May 2026, an open reach engineer sent by sky attended my home address and installed a new wifi router. They then connected my BT telephone to the back of the router and left. Since then my telephone landling does not work. I cannot make or receive calls. I have contacted sky customer service who insist the problem is mine and also open reach who referred my back to sky. My sky tv/broadband package includes sky talk, so I appear to be paying for a telephone landline I no longer have access to. Had this been explained to me by sky or open reach I would never have agreed to have the new router installed. My question is, is there any way around this issue.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

TimmyBGood — Sat, 13 Jun 2026 16:44:24 GMT

@Dave2221 wrote:

My sky tv/broadband package includes sky talk, so I appear to be paying for a telephone landline I no longer have access to.

Technically there's no separate charge for the bundled Sky Talk Internet Calls service, but it should still be working.

Note that actually making outbound calls is really expensive unless there's an optional Sky Extra add-on in place (for an additional monthly cost)

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Mark39 — Sat, 13 Jun 2026 17:03:37 GMT

@Dave2221 do you have a black router or white? If it's black, is the LED labelled 'Voice' on the front panel illuminated? Green or amber?

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Me134 — Sat, 13 Jun 2026 17:59:29 GMT

@Dave2221 wrote:
On 26 May 2026, an open reach engineer sent by sky attended my home address and installed a new wifi router. They then connected my BT telephone to the back of the router and left. Since then my telephone landling does not work. I cannot make or receive calls. I have contacted sky customer service who insist the problem is mine and also open reach who referred my back to sky. My sky tv/broadband package includes sky talk, so I appear to be paying for a telephone landline I no longer have access to. Had this been explained to me by sky or open reach I would never have agreed to have the new router installed. My question is, is there any way around this issue.

What make and model is your phone?

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Dave2221 — Sat, 13 Jun 2026 18:36:08 GMT

Thank you for your prompt reply. The main landline telephone is a Binatone digital cordless telephone and i have two additional BT handset receivers in other rooms.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Dave2221 — Sat, 13 Jun 2026 18:41:05 GMT

the router is black coloured and it has four green lights illuminated on the front. The open reach engineer appears to have by passed my original telephone socket connection point and attached a white coloured device next to it which also has illuminated green lights on it.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Dave2221 — Sat, 13 Jun 2026 18:52:37 GMT

Thank you for your prompt reply. My wifi is working fine however my landline telephone is not working at all. Dealing with both Sky and Open reach is very frustrating as sky are saying the issue is an internal landline fault and my responsiblity, and open reach are not interested and say i should recontact sky. My landling worked perfectly well before the installation and this issue has arisen as a result of their actions not mine.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

MightyQuinn — Sat, 13 Jun 2026 19:02:13 GMT

@Dave2221 wrote:
Thank you for your prompt reply. The main landline telephone is a Binatone digital cordless telephone and i have two additional BT handset receivers in other rooms.

Hi @Dave2221 Assuming that you now have Digital Voice (or whatever Sky calls it), the only working telephone socket will be the one on your Router. Your old master socket and extensions will no longer work.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Mark39 — Sat, 13 Jun 2026 19:05:20 GMT

@Dave2221 wrote:

the router is black coloured and it has four green lights illuminated on the front. The open reach engineer appears to have by passed my original telephone socket connection point and attached a white coloured device next to it which also has illuminated green lights on it.

@Dave2221 sounds like you have full fibre broadband. If you haven't done so recently, try restarting both your router and the ONT (the device next to the old phone socket) by turning them off at the plug for 10 minutes.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Dave2221 — Sat, 13 Jun 2026 19:18:46 GMT

Thank you for the advice, I will try that.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Dave2221 — Sat, 13 Jun 2026 19:23:47 GMT

Thank you for the advice. It would have been nice if sky or openreach had informed me that my old phone system would be defunct after the installation. As I cannot get my landline telephone to work via the router socket and do not appear to be paying landline rental I am going to do away with them and rely on my mobile for future calls.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

DaveDrizen — Sat, 13 Jun 2026 20:10:15 GMT

@Dave2221 wrote:
On 26 May 2026, an open reach engineer sent by sky attended my home address and installed a new wifi router. They then connected my BT telephone to the back of the router and left. Since then my telephone landling does not work. I cannot make or receive calls. I have contacted sky customer service who insist the problem is mine and also open reach who referred my back to sky. My sky tv/broadband package includes sky talk, so I appear to be paying for a telephone landline I no longer have access to. Had this been explained to me by sky or open reach I would never have agreed to have the new router installed. My question is, is there any way around this issue.

I presume your BT phone was connected to to you phone socket before the open reach engineer canected to your Sky hub, try puting back there and see if your service is restored. However BT are changing there phone service to a phone service by broadband called digital voice, and the present analog service is being discontinued so if you have not already lost your service from your old phone socket you will do so by the end of this year,. Also have you just changed to Sky broadband if so you may have already lost you old BT analog BT service because of you change , hence the reason the engineer connecting your phone to back of your Sky router. However the new BT digital service will only work if connected to the BT Smart hub router, as you now have Sky broadband with a Sky router it incompatible and therefore you would have lost your BT phone service by the end of the year when BT say the old service will finish for everybody anyway . However your broadband service supposedly includes Sky talk and plugging the phone you used for the BT phone service , should still work for Sky equivalent digital phone service when connected to your sky router. Therefore I suggest you get in contact with Sky to find out why if you have Sky talk in your package why you are not getting any service when the phone is connected to the Sky router as it should do if you have Sky talk. Once you get it working I suggest you cancel you BT service because as I said with a Sky broadband you will unfortunately loser your BT phone service by the end of year if you still have it anyway.

i presuming when you say your BT phone it was a traditional analog phone that was connected to you bt phone socket (that will work as as said above) and is not a digital BT phone suppled by them to connect to a BT router, if it is, that phone will not work when connected to a Sky router

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Dave2221 — Sat, 13 Jun 2026 20:07:05 GMT

Thank you for you reply and advice. By some miracle my landline has now started to work again, after I disconnected it, after about 20 minutes decided to give it one more try and hey presto it is now fully functional again, panic over.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

DaveDrizen — Sat, 13 Jun 2026 20:14:04 GMT

@Dave2221 wrote:
Thank you for you reply and advice. By some miracle my landline has now started to work again, after I disconnected it, after about 20 minutes decided to give it one more try and hey presto it is now fully functional again, panic over.

Ok if it still connected to the sky router as I said you now using sky talk not your BT service. In which case you might as well cancel your BT phone service because are paying for service that you can not use.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Mark39 — Sat, 13 Jun 2026 20:30:32 GMT

@DaveDrizen wrote:

Ok if it still connected to the sky router as I said you now using sky talk not your BT service. In which case you might as well cancel your BT phone service because are paying for service that you can not use.

I may have missed it, but I didn't spot anything suggesting the OP had a BT phone service?

@Dave2221 glad your phone service is working now.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

DaveDrizen — Sat, 13 Jun 2026 20:37:02 GMT

@Mark39 wrote:
@DaveDrizen wrote:

Ok if it still connected to the sky router as I said you now using sky talk not your BT service. In which case you might as well cancel your BT phone service because are paying for service that you can not use.
I may have missed it, but I didn't spot anything suggesting the OP had a BT phone service?

@Dave2221 glad your phone service is working now.

True but if you look at his initial post he said that the open reach engineer has connected his BT phone to the Sky hub therefore I assumed from that he had a BT service, of cause that could be wrong.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Mark39 — Sat, 13 Jun 2026 21:06:16 GMT

@DaveDrizen yes, I saw that, but other than those designed for BT's Digital Voice service which isn't relevant here, BT phones ae standed analogue phones which can be used with any provider.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Me134 — Sun, 14 Jun 2026 06:43:36 GMT

@Dave2221 wrote:
Thank you for your prompt reply. The main landline telephone is a Binatone digital cordless telephone and i have two additional BT handset receivers in other rooms.

If the Binatone is plugged into the 2nd socket on the back of the hub as shown, first try unplugging the other handsets. If no difference try swapping one of the BT handsets for the Binatone (unplugging the Binatone from the power as well). If there are any extensions from the old BT master socket, you can safely unplug and remove them as well as they're no longer used.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

DaveDrizen — Sun, 14 Jun 2026 08:08:00 GMT

@Mark39 wrote:
@DaveDrizen yes, I saw that, but other than those designed for BT's Digital Voice service which isn't relevant here, BT phones ae standed analogue phones which can be used with any provider.

Yes I did put in my post if was using a standard analog phone that would work with sky talk. I was just clarifying not knowing when I wrote my post ( subsequent post have clarified the situation) what his phone& broadband set was before the installation of Sky broadband, that if his BT phone was the digital phone supplied as part of digital voice kit by BT specifically to work with digital voice this would not work in the sky broadband router.

Re: SINCE I HAD A NEW ROUTER INSTALLED MY TELEPHONE LANDLINE NO LONGER WORKS

Dave2221 — Sun, 14 Jun 2026 07:55:36 GMT

Thank you for your advice, the solution you suggested has worked and my landline telephones are now back in operation.