Internet Calls

[Arfur13]

Recently installed Sky Stream successfully but just noticed that my digital phone doesn't work and reads 'CHECK PHONELINE'.

I'v connected up everthing correctly BUT I couldn't use the Black cable that was supplied to connect hub to the Openreach box because I couldn't remove the existing cable from the wall box - so I connected that to the hub. I think thats the problem.

Any help/suggestions would be appreciated

[GD1]

@Arfur13 Did you recently change your provider from another ISP to Sky, have you checked the phone is plugged into the back of your hub?

[Mark39]

Welcome to the Community @Arfur13 

Just so you know, we're customers here. It's unlikely that Sky will reply to your post.

I assume your phone service was already with Sky before installing Sky Stream. Does your phone plug into your broadband Hub? Or the wall socket?

[Arfur13]

Thanks for replies. I did indeed move from BT to Sky and assumed that with Sky handling the swop over that would include the land line. Is this correct? 

And - would using the existing cable from the Openreach wall box instead of the black cable sky provided cause a problem?

[Mark39]

@Arfur13 Yes, if you switched your broadband service, your phone service would also have been switched. First things first - is your phone designed specifically to work with BT's Digital Voice service? If so, it's not compatible with Sky's phone service, I'm afraid.

[Arfur13]

To Clarify the situation.  1. The existing cable from the wall socket (top connection) goes to the Blue socket on the Hub

 2. Cable from the 'phone uk' on Hub goes to the 'IN' on the phone BASE STATION which is connected to power

3. cable from Hub 12v socket to power

4. Hub shows 3 lights - Power,Internet, Wifi (no light on Voice)

I havent mentioned Puck connections as Broadband & Wifi working ok

[Mark39]

@Arfur13 how recently was your broadband service activated? Has the 'Voice' LED on the front panel of your Hub been illuminated before? Or has it always been unlit?

[Arfur13]

MARK39

Thanks for continued support. Activation was Aug.29 and Voice light has never been lit

[Mark39]

@Arfur13 thanks for the detail. It doesn't sound like an issue with the wrong cable or anything to do with your Sky Stream setup. It sometimes takes a few days for activation of the phone service to finish, but it should have completed by now.

Try restarting your Hub by switching it off at the plug for a few minutes, to see if that prompts the Voice light to illuminate. If it doesn't, I'd suggest reporting it to Sky. 

[Arfur13]

OK I've been in touch with Sky  and they're sending an engineer next week so hopefully that will fix the issue. Meantime, once again, thanks for your help and I will try your suggestion later tonight