Fibre but home phone doesn’t work

[Urbs1]

I have fibre, broadband works, I have 2 piece Vtech CS2051. I have plugged the base into router and don't get a dialling tone and don't get calls. Called sky half a dozen times(mobile), get different answers every time. Do I need to get a new phone? Worked perfectly before and I believe it's classed as voip. All green lights are on the router.  Been with sky for 16 years and now thinking of leaving. Absolute joke. 

[Mark39]

A VOIP phone won't work. If your phone base station formerly plugged into a BT wall socket, it should work when plugged into your broadband Hub.

[Urbs1]

Thanks for reply but unfortunately it doesn't work, but did before, when it was plugged into bt socket in the wall. Either I somehow damaged the lead when moving it or it just don't work with my phone.i may try a new lead.

[Mark39]

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@Urbs1 wrote:

Thanks for reply but unfortunately it doesn't work, but did before, when it was plugged into bt socket in the wall. Either I somehow damaged the lead when moving it or it just don't work with my phone.i may try a new lead.

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Or possibly a fault with the Voice service.

Am I right to assume you have the white Sky Max Hub?

If so, try a factory reset, by pressing and holding the WPS button for 30 seconds.

[Urbs1]

I have the black box

[Mark39]

Ah OK. Is the 'Voice' LED on the front panel lit? Amber or green?

[Urbs1]

It's Green

[Mark39]

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@Urbs1 wrote:

It's Green

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Sorry, you mentioned that in your first post.

If your phone worked from the wall socket, it should work with Sky internet calls. If you haven't done so recently, try restarting your Hub by switching off at the plug for 30 seconds or so.

I see you've already spoken to Sky on several occasions. If you wish we can ask Sky's messaging team to contact you here so that you can report it again via a private online chat, as clearly they haven't go to the bottom of it yet. You may have to repeat any troubleshooting you've already been through with them.

Let us know what you think.

[Urbs1]

Hi

yes please. I have had a new Reuter to replace the one that original came recently, and spent some time with Christine from Sky on the phone to set it up yesterday. Christine was nice. She raised a ticket for engineer however like before, the engineer has cancelled it. I presume because he tested the line and thought it's ok. My home phone still doesn't dialler out or ring and has been like that since I got fibre. I have now spent at least Six hours on phone calls now. My elderly mother in law is stressed about not being able to call on landline. I don't know if I have a problem with the lead or if my phone is incompatible? No one knows or has advised me of next step. Terrible experience. I have health  issues and the stress of this has affected my well being. Do something! Please.

[Mark39]

When was your fibre service activated?

[Urbs1]

Hi I think it was about 23rd sept originally. As my phone didn't work they sent me another router, received on the 8th October, but set up yesterday 

[Urbs1]

I did speak to some earlier and we checked everything then unplugged everything for five minutes and then I turned everything on again. In the time he got cut off a left a message saying he got cut off, no further call from him since then , about 40mins ago.

[Mark39]

OK, I've alerted 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. 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

[Urbs1 · Accepted solution]

Hi mark,

it's very kind of you bud, however is now all resolved. I went and got a Panasonic phone from argos. Apparently got an award from which mag in 2023. Anyway I plugged it in and it works. I think sky should state some phones that are compatible or any phones from a certain date should be compatible. Anyway it cost me £50 but at least it's done now. I appreciate everyone's help. Thanks

[Mark39]

Well that's good news! Incompatible phones are rare, but we've seen the odd one two reported here. It's probably impractical for Sky to maintain a list tbh.