Landline dead

[Worriedwidow]

I had super fast broadband fitted yesterday ( 12.9).My friend tried calling me for our weekly chat and she has messaged me telling me the number is temporarily unavailable.I don't have a very good mobile signal and I don't have enough credit on my phone to call Sky.I have done all the usual things they recommend, but the landline is still dead.Can anyone help please.TIA

[cookiemonsteruk · Accepted solution]

@Worriedwidow 

What colour lights are on the internet and voice lights on your router?

Is the phone plugged into the back of the router?

[cookiemonsteruk]

@Worriedwidow 

Is your phone a bt/ee digital voice phone?

Do you have the make and model of the phone

[Worriedwidow]

My phone is BT3570 Trio.I am worries sick as I have a son of 49 who is in heart failure.I am his carer .I am in my 70's.My landline is our lifeline.I am worried I won't be able to get help if he had a heart attack.

[cookiemonsteruk]

@Worriedwidow 

From what i can find out

"the BT3570 cordless phone is designed specifically for BT's own landline service and is not compatible with other Internet Service Providers (ISPs) because it connects to the BT Digital Voice service. The phone itself is a product of BT Group and requires a connection to a BT Broadband router to function, making it tied to BT's infrastructure and not a generic device. "

Its the downside of buying anything propriety or locked down to a specific isp

[cookiemonsteruk]

@Worriedwidow 

If you have a spare traditional landline phone lying around use that instead.  Any phone with a traditinal phone jack should work apart from bt voice.  Otherwise head down to currys, dixons or pc world and ask for a standard non bt voice phone. Personally i would suggest a standard panasonic dect phone

[Worriedwidow]

Thank you.I tried a very old phone,but that hasn't worked either.Sod's law isn't it I can't get to Argos or Currys as they are too far and they are out of town.No bus route goes there.I don't drive and our daughter flew to Cape Town for 3 weeks today for her friend's wedding.I have looked on Amazon and they are confusing.Had I have known about the phone not being compatible I wouldn't have bothered changing over.I asked if I could still use my phone and number and I was told I could.This was a hard sell and I feel duped.

[Worriedwidow]

 

I had full fast fibre 150  installed and am unable to use my landline as my BT phones are not compatible.I now have a new landline DECT phones ,but I don't know where to plug the main one in.Sorry to sound thick. Here are some pictures that may help you.TIA

[stereohaven]

@Worriedwidow 

Assuming it is the White Sky Max Hub (can't see your pictures yet), plug your phone into the following port:

[stereohaven]

@Worriedwidow 

I can see your picture now, black hub but same applies, plug your master dect phone into the telephone port next to the purple port.

[Worriedwidow]

Thank you I have.The new phone takes 7 hours to charge.( Been charging for 3) It says on there to check phone line.Worried in case it won't work.

[stereohaven]

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@Worriedwidow wrote:

I had super fast broadband fitted yesterday ( 12.9).My friend tried calling me for our weekly chat and she has messaged me telling me the number is temporarily unavailable.I don't have a very good mobile signal and I don't have enough credit on my phone to call Sky.I have done all the usual things they recommend, but the landline is still dead.Can anyone help please.TIA

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It isn't uncommon for the phone line not to work straight away after an install, although it really should.

Check the lights on the front of your black hub, is the "Voice" light green or something else?

What colour is it?

[Worriedwidow]

No light on .

[stereohaven]

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@Worriedwidow wrote:

No light on .

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OK.

So your phone service isn't active yet. 

If your broadband is working, can you log into your "MySky" account to check your account/bill to confirm your new service includes a phone line?

Also, I would recommend registering as "vunerable" with Sky to make sure you get the support you need going forward. Making sure you have a working phone line is obviously important to you: https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers 

[stereohaven]

@Worriedwidow 

Once we have confirmed that you should have a phone service, you can walk through the steps here to troubleshoot: https://www.sky.com/help/sky-talk/fix-problems-with-my-phone/articles/fix-phone-problems-start