Phone line dead & unable to download TV shows

[Skybluescooby]

No dial tone on phone, Can't make calls or receive calls but when contacted from a mobile you get the ringing tone from the caller but nothing from the handset and nothing there when phone is picked up.

Plus we are unable to download programmes from the Sky Q box. 

[cookiemonsteruk]

@Skybluescooby 

Presumably the internet light on your hub is amber as well?

You could "run tests" on your my sky app using mobile data and if it detects an external issue should allow you to book an engineer

Alternately call sky on 150 from a landline or sky mobile or zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.2
Remove all the full stops

[Skybluescooby]

Cheers for reply.

Hub shows three green lights.

Tests show all OK. 
Sky box records tv shows as normal via planner or TV guide but can't download anything 

[cookiemonsteruk]

@Skybluescooby 

Sky box records tv shows as normal via planner or TV guide but can't download anything 

Are you getting error messages when downloading ie you need to upgrade your subscription ? What subscription do you have eg signature etc

Re phone is the line plugged into the hub or a mastersocket?

[Skybluescooby]

No error messages just says queued.

we are on Sky signature and Thea issues have only started in the last few weeeks as downloaded the code404 series with no issue. 
I have tried phone line direct to the wall plug and via a filter and nothing on both occasions. 

[cookiemonsteruk]

@Skybluescooby 

Go to settings ->setup-> preferences -> on demand default download format and make sure its set to SD

[cookiemonsteruk]

@Skybluescooby 

Also worth going to recordings->manage and check how much disc space you have left

[Skybluescooby]

Changing the settings to SD didn't do anything and we currently have 32% storage left.

Not sure how I can record programmes off the planner but nothing downloads ?

Is everything through the phone line or dish ?

[cookiemonsteruk]

@Skybluescooby 

Downloads like that are done over broadband whilst recordings are done via satellite

Can you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[Skybluescooby]

 

[cookiemonsteruk · Accepted solution]

@Skybluescooby 

Both wan mer and 5ghz wifi seem to have dropped around 3 hours 17 and 3 hours 22 respectively. Don't know if this would stall the downloads but shouldn't affect your landline.

Give sky a call as above and see if they can advise on both issues

Get back to us if your have any issues

[Skybluescooby]

Double Dutch that reply but I will speak to Sky. Thanks for your help so far. 

[Skybluescooby]

Little update- Randomly the Sky Q began downloading . So that's kinda fixed itself.

Secondly- I managed to borrow a phone and micro filter which when plugged in confirmed it wasn't our phone that was failing. I also tried my phone on another line which was working.

Vontacyed Sky today after these troubleshooting issues and after a few questions they ran a check which confirmed an external line fault which BT have been assigned to fix.🤞 

Thanks for the help.