Installed Fullfibre and lost landline

[JW567]

My 80 year old Mum called Sky to get her bill reduced in cost Sky managed to reduce the bill, but only told her that a BT engineer would call to sort out the new set up and she received a lead from Sky in the post, they did not explain or bother to tell her the full details of what was going to happen when switched to full fibre. Today this switch over fully happened and she has lost the use of her landline phone and I am utterly disgusted by this as they are not to know if she has any other form of phone communication to contact her family and friends and the BT engineer said to her if you want to use your apps & Netflex you will need to contact Sky to get a new set top box, the BT engineer never bothered to tell her that the landline would not work.  I will be contacting Sky CEO about this as all the customer service person wanted was clearly a sale.  Sky should not be leaving a 80 year old lady in a vunerable situation as this is just not acceptable.

[Mark39]

To receive a landline service, your mum just needs to plug her phone into the socket at the back of her broadband Hub.

All phone services will be connected this way by January 2027, when the analogue copper phone service will be switched off.

[JW567]

She has 4 phones in the house that ran on the original landline 3 downstairs and 1 upstairs, will they all work if she plugs one phone in to the socket on the back of the broadband box and will she still have her telephone number that she actually had yesterday.

[Mark39]

No, none of the wall sockets will be functional. The only landline connection is via the Hub.

Her best option would be to buy a cordless DECT phone  with as many handsets as she needs (the handsets are portable so can be carried from room to room as necessary, or separate handsets can be purchased to replicate her current set up). Only the base station connects to the Hub. The handsets communicate wirelessly with the base station. 

She should keep her old number, but for reasons I'm not familiar with it's occasionally not possible.

[KevNewMedia]

Hi @JW567 

Welcome to the Sky Community.

I've escalated your post to our Community Messaging team, and they will be in touch shortly. Just check back here every now and again. You're looking for the chat bubble in the bottom corner of the thread.

For more information on how the service works, click here https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Tom-W19]

Thanks for escalating. We've sent an invite to @JW567.

[MrRichAllen1976]

@Mark39 The OP's mother is 80, most 80 year olds don't understand all that tech stuff.