Home phone not working

[Sagabiker]

Have read most of posts about home phone not working. Have achieved a load of badges whatever that infers. The only thing I haven't tried is a new phone, Sky doesn't appear to be readily available. Where does one turn for help? System has only been installed a week but regretting this move. Would not reccomend.

[Daniel0210]

@Sagabiker 
If you are new to the forum then welcome to the Community, which is predominantly made up of Sky customers helping other Sky customers. You aren’t talking to Sky by posting here.

Has it worked okay at all okay since you moved to Sky?

In what way is it not working? 

[Sagabiker]

Daniel, thank you for your kind words, I just had to let some hot air off. Just thought Sky technician should have done more than telleing my current homephone set up would work and I would have to plug phone into back of router. Why didn't he do this? he would have realised things don't work quite like that by the many questions on this comminity who have this same problem. I have internet working, not as good as 3nmBit part fibre I had with TalkTalk using room extenders, but it's the lack of a working phone that's the main problem. Bought new RJ 11 to BT connector which didn't change situation, just have a buzzing sound on handset. Calls from mobile do not get through or iniate a ringing tone. One person found that buying a new phone (£50) resolved this. Before I spend money I want to know what the problem is caused by and how to resolve it. How does one get an engineer to call?

[Daniel0210 · Accepted solution]

@Sagabiker 
These are the current methods available for contacting Sky. Depending on the reason for making contact some will be more appropriate than others.

🟢📞 Call Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you’re a Sky Broadband customer (when it's working). The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟢online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟢Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟢Social Media You can also get in touch via the messaging services on Facebook or Instagram, (links at the bottom of the forum page).

♦️Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of any link is showing the correct flag and change if required. The Sky Ireland phone lines have different operating hours to the UK and are closed over a weekend.

[Mark39]

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@Sagabiker wrote:

Why didn't he do this? he would have realised things don't work quite like that by the many questions on this comminity who have this same problem.

It's common for there to be a delay before the landline phone activation completes, so even if the engineer had plugged your phone into the Hub, they wouldn't, at that stage, have considered there to be anything wrong.

The delay is usually a day or two, so if you've been without a phone service for a week, it's best reported to Sky.

Bought new RJ 11 to BT connector which didn't change situation, just have a buzzing sound on handset. 

That shouldn't be necessary. All you should need to do is transfer your phone plug from the wall socket to the Hub. It's the same standard fitting.

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[Sagabiker]

Daniel and anyone else with this problem it appears that some phones will not work with Fastfibre. Why I wouldn't know maybe someone clver or knowledgable will answer.

[Mark39]

@Sagabiker the only phones known not to work with Sky's internet calling service are IP phones (designed to work with a true VOIP service), those designed specifically for BT's Digital Voice service, and some very old phones.

Any standard, reasonably current analogue phone should be fine.

[Sagabiker]

mark,

I got the  idea of trying a different phone from one comment on this site. The question is how old is old, didn't think the BT Decor 2600 phone was that ancient. Still believe you need a DECT phone not analogue. Reading the BT help pages they even suggest running a connection from router to existing BT box (if green cable has been disconnected) then plugging in your old circuit to wherever youhad your phone sited. Tlaking to a BT engineer he said this wouln't work, I would need a new RJ11/BT router cable to make an extention. Thank you for commenting and taing an active interest in customers problems, Sky are lucky there's people such as about.

[Mark39]

@Sagabiker I wouldn't have thought your BT Decor phone was too old either.

A DECT phone is just a cordless phone. It should work just as well as a standard corded phone such as yours, but isn't a requirement. It's just an option where the location of your Hub makes a corded phone awkward to get to.

Your original post mentions calls from mobiles. Are you able to make or receive any calls? May I suggest restarting your broadband Hub (and the ONT if you have a full fibre broadband service) by switching it off at the plug for 10 minutes. Make it an hour if you have Sky's white Max Hub.