Land line dead

[Maurice35]

My broadband was changed over from Virgin on 25 Sept.  Since then my land line has been dead, no dial tone.  I have reported it to Sky on line, having done all the checks, three times the latest of these reports today.  I have heard nothing from customer services other than to tell me that they assume the problem has been solved and are closing the case.  I have the white hub and the on line help talks about a set of coloured lights one being for phone all which should  be green.  I can see no coloured lights.  It also mentions a re-set button which I also cannot find.  Am I going blind or just senile?

[Mark39]

The white Max Hub has only one LED, which so far as I know doesn't report the landline (Voice) status. ?To factory reset the Hub, which is worth a try, press and hold the WPS button for 30 seconds.

[Maurice35]

Thank you Mark.  At least I'm not going mad.  I am giving that a try now.  No luck, I held button for at least said 30 seconds.  Wifi went off but is back on now but phone is still dead.  I have tried different phones and cables which I know to be working.

[Mark39]

There's a known issue with delayed activation of the landline (Voice) service on the white Max Hub. As your case has been closed on the basis that it's all ok, I'd suggest reporting it to Sky again. I doubt it will result in immediate resolution, but it may mean your service is passed to the appropriate team for ongoing management. We can ask Sky's messaging team to contact you here so that you can report it via a private online chat, if you wish?

[Maurice35]

Thank you Mark.  Yes that would be very helpful.  Trying to get a sensible message through is more difficult than wading through treacle, not that I have much experience in that direction!  I first reported the problem  on 26th Sept, again on the 7th Oct. and again this morning 11th Oct when I saw that my case had been closed.  Thanks again for your help.

[Mark39]

OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Addie15 · Accepted solution]

Hi there! Thank you for escalating this. We have sent an invite to @Maurice35.