Broadband phone

[Ianian]

Setting up new hub and phone doesn’t work

[Mark39]

New to Sky? Is your phone plugged into the Hub? Is the Voice light lit? What colour? When was your Sky service activated?

[Ianian]

No we're not new to Sky. The hub has been up and running for a year or two. The light is not on so no we're not plugged in to the hub because it doesn't work.

[Mark39]

Ok, thanks. In your first post you mentioned setting up the new Hub, but in your latest reply you said it had been up and running for a year or so. Can you clarify? I'm trying to work out if setting up the new Hub might have something to do with the phone problem.

[Ianian]

We run a hub at home and are trying to set up a new one for my mother in law. Both have a similar issue. No voice light and no service when plugging in to the hub.

[Mark39]

Is this in the same property?

[Ianian]

No but in the same area. About 1/2 mile apart 

[Mark39]

First check Sky's service checker by logging in here, in case there's a general fault in the area which Sky are already aware of: https://www.sky.com/help/servicestatus

If not, it's confusing to try to deal with two different faults at the same time, so let's stick with your mother-in-law's. 

When was her service activated and does she have Internet calls?

[Ianian]

It was activated today and yes she is paying for internet calls.

[Mark39]

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@Ianian wrote:

It was activated today and yes she is paying for internet calls.

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OK, it can take up to 24 hours for the phone service to activate, so I'd leave it until tomorrow, then restart the Hub by switching off at the plug for 30 seconds and then check the Voice light again.

[Ianian]

No sign of any lights nor is the phone working 

[Mark39]

Unfortunately your mother in law (assuming she's the accountholder) will need to report the fault to Sky, in that case.