Broadband fine but no dial tone

[KateT89]

Broadband works fine but one day the phone line stopped ringing and no dial tone, calls out or calls in. Did all usual checks and bought a new landline phone to see if it was the old handset. New handset cannot detect a dial tone either. 

[caesarome]

I take it you have made no changes to your broadband package recently, if so try running this:

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

[KateT89]

No changes to broadband at all and the diagnostic tool for internet shows it's all working fine.

[Judith67]

we have exactly the same problem since 27th dec and the conclusion so far is for open reach to come!Have been waiting two weeks.It,s frustrating as we are in an area with no mobile phone signal(these areas still exsist) so everyone still uses the landlines.

[KateT89]

I wonder if it's since updates to the lines changing over began? Either way I'm paying for a landline I can't use 

[Mark39]

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@KateT89 wrote:

I wonder if it's since updates to the lines changing over began? Either way I'm paying for a landline I can't use 

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You mean the changeover to a digital phone service? Do you have a broadband Hub with a light labelled 'Voice' on the front panel, and is it lit?

[KateT89]

No I don't, I'm still on the old service. My router hub doesn't have anything like that on it and no ports either.

[Mark39]

The fault will need to be reported to Sky, in that case. If you wish, we can ask Sky's messaging team to contact you here, so that you can report it via an online private chat. 

[TomThumb5ive]

+1 for no landline service over PSTN from today,

 Landline competley dead,

tho if I call the home phone via a mobile, the mobile dose give the correct ring tone.

Broadband is still up, but now syncing below the guaranteed minimum.

openreach attending tomorrow.

initially I would have put my money on storm Isha for my outage here on site,

but not ruling out a backend issue just yet as there appears to be a few posts emerging with the same loss of landline while broadband remains up.

Tom...

[KateT89]

Please 🙂 I'd appreciate that 

[Mark39]

@KateT89 OK, I've highlighted your post to Sky and a Community adviser may be able to help you via private, online messaging, probably tomorrow now. Look out for a blue/red chat 'bubble' towards the bottom of the page and a Private Message inviting you to chat online. Replies from Sky may not be instant, so check back from time to time for updates.

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @KateT89 to chat.

[Addie15]

Update-We are closing this invite now due to no response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.