Incoming calls / number not recognised

[Eob12305]

Hi all 

I have not changed anything on sky but my landline number now suddenly didn't work 

I bought a new phone - now it will make outgoing calls just no incoming and my 86. Year old grandmother this is the end of her world 

please help 

I've spoken to sky but nothing got fixed 

[Mark39]

What did Sky say, then?

[Eob12305]

They would escalate it to the right department but the lady didn't seem to understand it wasn't my phone was the problem and kept advising me to unplug etc 

it's the line not the phone 

still waiting to hear anything 

[MarkGoldsmith]

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@Eob12305 wrote:

They would escalate it to the right department but the lady didn't seem to understand it wasn't my phone was the problem and kept advising me to unplug etc 

it's the line not the phone 

still waiting to hear anything 

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Typically you would expect to have to go through the whole check the cables, take them out and plug them in again process whenever you call about an issue, as the advisor will have to take you through those basic troubleshooting steps before they will be able to escalate the issue over to the relevant backend team.