Fibre just installed earlier today - but landline not working yet

[gracie1948]

@Mark39 Left it for 10 minutes, no change.  

[Lisa-P1987]

Thanks for chatting to us @Robocog . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[gracie1948]

@Mark39 Tried again, no luck. A bit of help would be great. Thanks.

[gracie1948]

@Lisa-P1987 Was that message for me Lisa ?I'm waiting for help.

[Mark39]

@gracie1948 OK, I've flagged your post to 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.

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

[gracie1948]

@Mark39 Thanks for that. 

[NasSha]

my phone line is now up and running. thanks for your help guys.

[Lisa-P1987]

Thanks for escalating this. We’ve sent @gracie1948 an invite to chat.

[Robocog]

Yes, all good this end @Lisa-P1987 thanks to your good advice
Phone and boradband working like a champ this end

[gracie1948]

@Mark39 Thanks for your help Mark. Problem at the exchange by all accounts,  anyway had a text from Sky today  to turn off Hub and box for an hour. When I turned it back on, phone was working.  Once again thanks.

[Mark39]

Glad it's fixed @gracie1948 😊

[Lisa-P1987]

Update - Spoken to @gracie1948 we have resolved the issue now 🙂

[Doug145]

This appears to have solved my issue with landline not working after switching to fibre hub. 

For other's reference -

Initially landline stopped working as was still plugged into the wall and not the new hub. Then did not appear to work after connecting to the hub as per instructions which came with the set. Appears that does need to be switched off for a longer period, as switching off and on again after 10 seconds did not remedy, but after reading this, switched off for much longer period and phone now is working. 

Thanks.

[Stevenh]

Having the same issue I.e. No landline but taking this a step further, there appeared to be 3 different parties involved, none of whom appeared to know what the previous or next party was supposed to be doing. 

In truth because of the strong accent of the person I spoke with in not entirely convinced that the contract I have on paper aligns with the verbal one discussed. 

Then there is paperwork for mobile phone that could easily be read as sky buying out an existing contract and putting me on a superior contract. 

They need to get to grips with clear communications as they had with the VIP customer line. 

It's pretty damn poor right now 

[TimmyBGood]

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@Stevenh wrote:

No landline but taking this a step further, there appeared to be 3 different parties involved

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For a broadband 'switch' that's inevitable: the losing ISP,  the gaining ISP and the national network maintainer (Openreach in the UK) all have to be part of the process.  If provisioning is on a new optical circuit then network infrastructure subcontractors may also be involved.