Landline after Sky ultrafast fitted

[Frankie190]

I have had ultrafast fibre fitted on Tuesday (previously super fast) and everything is working fine apart from the landline phone.It is not taking incoming calls at all (when I ring it says you have dialled an incorrect number) but it can still make outgoing calls ok!

Funny thing is when I rang the 07 sky number to check it added two zeros at the end of the number but ringing that as well still would not get through.

Have switched ONT box off and reset router to no avail and voice is on green but it obviously partly working but wondering if I have missed something simple.

Many thanks in advance

[Highlinder]

@Frankie190  Is the phone still connected to the master socket or is it in the back of the router?

[Frankie190]

Hi Highlinder,

Thanks for coming back to me.

Apologies forgot to mention the phone socket is correctly in the back of the router in the correct port and not in the master socket as before.

[Highlinder]

@Frankie190  Have you re-booted the router at all and is the voice light green or amber or off?

[Frankie190]

Hi Highlinder

Yes have tried that and the green light was on before reboot and also afterwards as well as if all is fine.

[Highlinder]

@Frankie190  It sounds like something has not been switched right moving from superfast to ultrafast.  With you being able to make outgoing calls you can call Sky or this can be escalated to the messaging team to save you calling.

[Frankie190]

Hi Highlinder,

Apologies for the late reply.

It you could escalate this to the messaging team for me it would be much appreciated.

Many thanks

[GD1]

@Frankie190   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Mark39]

@Frankie190 just a thought - have you checked that you still have the same number? Dial 17070,and the recorded message will give you the number for the line.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Frankie190 to chat.

[Frankie190]

Hi Mark39

I have dialled the number and it has given me the same number as normal but with anothe two zero's at the end of it!

Do not know why but tried  to dial that as well and still did not work!

[Mark39]

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@Frankie190 wrote:

Hi Mark39

I have dialled the number and it has given me the same number as normal but with anothe two zero's at the end of it!

Do not know why but tried  to dial that as well and still did not work

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 That doesn't sound right. Sounds like either a fault or the,switch to Ultrafast hasn't fully completed. Do follow up with the private chat you've been invited to.

[Clare20]

I'm having the same issue, did you get it sorted?

[Frankie190]

Hi Clare20,

I have had a chat with an advisor who checked the line but could not find a fault so they have escalated it further to their Network team who are running further checks and will come back to me.

So at the moment no it is not sorted yet.

[Clare20]

Hi Frankie190, 

Ah ok. I rang sky this morning and they said all fine their end and that it might take a few days to settle and transfer over properly. So I'm to wait until monday and ring them again if it's not sorted!!