Cannot make calls since superfast fibre broadband installed

[onlyfinewine]

Since we had Superfast Broadband installed we can receive calls but can't make them. All we get is a weird beeping (Not incoming voicemail) I've tried to contact Sky with no response

[Mark39]

Is your phone plugged into your broadband Hub? What happened when you tried to contact Sky?

[onlyfinewine]

Its all set up ok according to the help on line

I tried to go through Chat with  no luck and then filled in an online form but then got a text saying they cancelled the form as its an open ase but no word from anyone and still not working. I;ve downloased a photo etc as requested

[Mark39]

More questions, I'm afraid:

When was your Sky service activated?

When was the support case opened?

Do you have a black broadband Hub, or a white one?

[onlyfinewine]

Hi

Fibre was installed 10th April

we have a black box

I sent the form Saturday and got the text back but no idea if I have an open case or not!

[Mark39]

@onlyfinewine As a first step, because it's easy, I'd suggest restarting your Hub by switching off at the plug for 30 seconds.

If that doesn't put it right, I think you'll need to speak to Sky again. Rather than calling, Sky's online messaging team may be able via a private online chat, to help with establishing that it's being looked at by the support people. Let us know if you'd like to try that and we'll alert them.

[onlyfinewine]

That didn't work so if someone could contact me I'd be grateful! 

[Mark39]

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/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[onlyfinewine]

Thank you! 

[Mr+Flibbles+86]

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

Please be aware conversations automatically close if there is no response within 48 hours.