Check phone line message on landline phone

[MJW82]

Recently set up new Sky Hub router (black). Plugged everything in correctly but landline phone displaying 'check phone line' with no calls in or out! 
All was working with old Sky router! 

[Mark39]

Is your phone plugged into your broadband Hub? Is the Voice light illuminated? Amber or green?

[MJW82]

Tried this, plugged in now with no voice light illuminating 

[Mark39]

Can you give us the background on why you were sent a new broadband Hub? Was it to replace an old no longer supported Hub, or have you upgraded your broadband service, or have you been moved to Internet calls?

[MJW82]

Hi,

Yes, it was to replace an old unsupported hub that they said wouldn't be receiving updates anymore. Been a Sky customer and had same package for years.

[Mark39]

Thanks. Try the connection test here first even if your broadband seems OK- it's simple and might detect the fault - let us know the outcome.

If it doesn't find the problem, it's best reported to Sky. We can ask Sky's messaging team to contact you here so that you can report it via a private online chat, if you wish.

https://www.sky.com/help/articles/broadband-diagnostic-start-t2

Edited to add: just to confirm your phone should be plugged into the wall socket, not your Hub, as you've not been switched to Internet calling.

[MJW82]

Hi, thanks for your reply.

Followed the link to do a quick test and it's saying broadband is OK.

looks like I have to talk to Sky?!

[Mark39]

I would say so. Would you like us to ask the messaging team to contact you?

[MJW82]

Yes, that'll be fine 

[Mark39]

OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today, or possibly tomorrow now. 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

[Greenfingers001]

Thanks for escalating this. We’ve sent @MJW82 an invite to chat.