I switched back to Sky for my broadband. Phone not working

[Chilli1806]

Yesterday we switched back to Sky Broadband after a couple of years with another provider.    The broadband works really well getting great speads.    However, the home phone no longer works.   Any assistance would be gratefully recieved.

[cookiemonsteruk]

@Chilli1806 

What is the phone plugged into?

[jamesn123]

@Chilli1806 

Its possible you've moved from a traditional phone connection to VOIP. Try plugging it into the back of the Sky hub

[Chilli1806]

No it is plugged into the back of the sky max hub. 

[Tbrady1]

I have the same issue having switched from virgin to sky mega broadband. Broadband is fine but phone hasnt worked, despite calls and escallation, since day 1. Over 1 month now!! Come on sky !!

[Chilli1806]

My in laws are due to change over to Sky.  They are in their 80s so can't afford to be without a landline

[Chrisee]

@Chilli1806 the planned closure of the analogue phone system means that most customers will be switched to a new digital voice service using the hub. Your service should work properly as the vast majority do including my own so call Sky if your's doesn't.

If your in laws are switching they should be asked if they have any care alarms that use the phone line andcwhether they have access to a mobile before they are put onto the new service. Check that has happened as the digital servicecwontvwork in power cuts.  The question about care alarms is critical as still despite 10 years notice some councils are still using analogue alarms which cannot use a digital line.

[Chilli1806]

I have rang 3 times asked to be escalated twice.   Was supposed to have someone ring me back with an update 4 days ago.  Still no phone line still no answers.    However, I may resort to my own resolution by cancelling my contract due to contract not being fullfilled and going back to Virgin who I had no problems with.    My next call to Sky will be to arrange this unless the issue is resolved.   My inlaws who are also due to switch to Sky will do the same.     If you don't look after customers you lose them!!!

[Mark39]

@Chilli1806 there's a known issue which affects some lcustomers using the white Max Hub, causing delayed activation of the phone service.revious posts suggest it can take a couple of weeks or so for it to be resolved. If it has been escalated with Sky, I imagine the network team will be managing it.

[jrk8028]

My personal take on this is openreach is snowed under with people switching to voip  and changing suppliers as it took numerous calls until i got my phone fixed switching from BT (about 2 weeks) and any response from Openreach can take up to 72 hours. You may be at the back of a huge queue. I wonder if other suppliers are having issues with porting or switching  to voip. Sky i believe is dependant on openreach for the phone line and has no control over its supply or faults  it can only escalate to Openreach issues and wait a  fix or response. Even if a sky engineer came out they would not be able to do much. Persist an complain ask for compensation maybe sky will do something about this issue as many people seem to have the same problem.