Landline has dial tone but can't receive or make calls

[Alison_H]

I moved into a house that had a digital line, they had BT, all worked fine for them.

I got Sky and the landline hasn't worked since Sky went live on 21st November. There's a dial tone but you can't make calls or receive calls. Making calls it just beeps at you, and if I try to call it, it just either beeps at me or on another phone an automated voice repeatedly tells me it's not been possible to connect my call. I bought a different phone and plugged that in, same result.

I filled in the online form on the 29th December, sent photos of the set up etc. Got a text on the 30th saying someone has updated the online form, but I can't seem to see any way at all to see what they added to the form. There's nothing in the messages or cases section of the Sky website or MySky app either. How can I see what they wrote on my form?

I've given it a couple of days but still no messages anywhere that I can see, and the phoneline is still not working. Where do I go to see the online form I filled in and what they've wrote on it so I can see what's happening?

[Mark39]

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@Alison_H wrote:

There's nothing in the messages or cases section of the Sky website or MySky app either. How can I see what they wrote on my form?

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I'm not at all sure that you can, if they didn't tell you where to find it.

I assume your phone is plugged into your broadband Hub?

[Alison_H]

Hi Mark,

Yes, the phone is plugged into the back of the broadband hub. The voice light is green, and there's a dial tone on the phone.

If I switch the router off, the phone says to check the line cord and if I put the router back on and once all the lights are on and the voice light is green, the phone is happy, so they seem to be talking to each other, just can't make or receive any calls. It's like maybe the phone number hasn't been fully connected maybe.

[Mark39]

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@Alison_H wrote:

. It's like maybe the phone number hasn't been fully connected maybe.

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Hi @Alison_H, from your description I'd say you're right. While it's not common, we do see posts here from time to time highlighting a delay in completing activation. If that's what's happened, Sky will be working with Openreach to get it put right, usually within a week or two.

It might be worth you giving Sky a call for an update, just to make sure they're on the case! Calling them on 150 might still work, even if you can't make other calls. I wouldn't waste your time asking about the form you completed - just ask what's happening with the fault you reported.

[Alison_H]

Interestingly I did notice an Openreach person at the box yesterday evening, so I just tried to call my landline there, and I would normally hear a woman's automated voice repeatedly saying "It has not been possible to connect your call". This time it was silence, then a click, then the call ended. So perhaps they are working on it?

[Mark39]

@Alison_H it does sound promising. Fingers crossed!

[Alison_H]

Maybe it was just a fluke. Today it's back to "It has not been possible to connect your call, please try again" so still no working landline. And I don't know if they're looking into it or not. It's a shame you can't see the comments on their online form. Perhaps I should log another online form for the issue.

[Mark39]

@Alison_H have you called Sky for an update? If they're already 'on the case' and you send them another online form, it will most likely simply be closed.

[Alison_H]

Hi Mark,

I've just not got any spare time right now to make a call to Sky, especially from the house, as at the moment I am only there for bed and breakfast, so I had hoped I would be able to open a case in written correspondence, and I thought the online form would be the way to get this sorted easily.

Given the timeline:
- Live with sky 21st November
- Filled in online form 29th December (once I'd tested a few handsets and bought a new phone)
- Got a text someone had written on that form on the 30th
- Noticed an Openreach man in the area 5th January
- 6th January phone gives a click and silence instead of message that it's not been possible to connect
- 8th January, tested again but calling phone is back to giving message that it's not been possible to connect

Do you think it's possible they're still working on the line? I've not had any updates since that text on the 30th, though given the results of calling the landline did change, it made me think they were doing something, now I'm unsure.

[Mark39]

@Alison_H by all means try the online form again. Or if it works better than calling, you could message them online to seek an update. You don't have to reply immediately to Sky's response which might suit you. The chat will remain open for up to 48 hours (I think): https://helpforum.sky.com/t5/Account-Billing/Want-to-private-message-Sky/ba-p/4895295