Landline isn't working

[Hansa66]

my mother in laws landline is not working. 

She is the account holder, 66 years old, the account holder. 

Initially believing the phone was old and faulty, we replaced it.  That also didn't work. 

So we tried yet another replacement phone, again it didn't work. 

I followed Sky help guides, there's no Voice light lit up on the router. I plugged the phone cable into the router, also tried putting it directly into the main phone socket (without microfilter),  and tried another master phone socket, no microfilter. 

Nothing worked.  I've run the online tests and it's not recognised any issue. 

[JimM1]

@Hansa66 If there has been no change to the phone package/broadband, then the 4th led is not lit.

It still plugs in were it was before. Do you still have broadband working? To correct this you need to call sky and inform them broadband working, but phone line not. They will need to send an engineer to check.

I have had this before no telephone line, my phone displayed check line because it was a dect phone, but it cleared itself after a few days before engineer arrived, some sort of software glitch no doubt? If your broadband is also down with the phone, then you have a line fault.

Call sky if you have sky mobile on 150 to report, else help on sky, need further help and it should display the number you need to call....

[Fuller2]

Our line is saying it engaged but it isn't can you please test the line 

[Mark39]

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@Fuller2 wrote:

Our line is saying it engaged but it isn't can you please test the line 

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Nobody here can - we're customers. But you can try this simple connection test, even if your broadband is working ok.  Let us know the result.

https://www.sky.com/help/articles/broadband-diagnostic-start

[andrea0410]

Hi broadband/ talk live on 25thJune. By 6pm all lights green on hub. Phone not working at all. Plugged into open reach box on wall? Any ideas as tried the usual on/off etc...

[Mark39]

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@andrea0410 wrote:

Hi broadband/ talk live on 25thJune. By 6pm all lights green on hub. Phone not working at all. Plugged into open reach box on wall? Any ideas as tried the usual on/off etc...

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Your phone should be plugged into the socket at the back of your broadband Hub. It won't  work from the wall socket.

[andrea0410]

Worked, thanks.however. On my order I asked to keep my number, and have been issued with anew one grrrrr

[Mark39]

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@andrea0410 wrote:

Worked, thanks.however. On my order I asked to keep my number, and have been issued with anew one grrrrr

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Sky do say they'll try to keep your number if you request it, but it's not always possible.

[andrea0410]

No quiet sure that they cannot be bothered to tell you that theyu cannot though! Not very C.S savvy that.

[Mark39]

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@andrea0410 wrote:

No quiet sure that they cannot be bothered to tell you that theyu cannot though! Not very C.S savvy that.

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Well they wouldn't necessarily know until they initiated the switch. When it becomes apparent, Sky advise you the new number, either in writing or via your Sky account or both.

[andrea0410]

None of the above happened. As I said not good C.S protocol.

[Loulou59]

Hello, I am having the same issue. I telephoned my friend as normal last night, but the phone started to cut our call. I did say about the line being a bit crackery. Thought no more of it tillI went to call the vets today, no landline at all. Have tested with another phone, still the same. Not receiving or making calls. Have tried contacting Sky on FB, they did try their best to be helpful. Seems the only way to get the issue raised with them, is to have a family member or friend contact Sky and get it sorted that way. That's ok if they have Sky, or they will incur charges. Sky used tohave a chat box, now they have a useless chatbot. I need our phone working as I have two vulnerable people in our household. Any advice would be appreciated, Sky have been good in the past.

[Mark39]

@Loulou59 first try the simple connection test here, even if your broadband is working ok: https://www.sky.com/help/articles/broadband-diagnostic-start

If it doesn't detect a fault, we can ask Sky's messaging team to contact you here so that you can report it via a private online chat.

[Sky251]

I  am epxeriencing a similar issue. My phone line is not working and can't receive or make calls. Can anyone escalate this to a Sky representative for me? The only other option Sky suggest is to call a number, but of course I am not able to do that now.

[Mark39]

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@Sky251 wrote:

I  am epxeriencing a similar issue. My phone line is not working and can't receive or make calls. Can anyone escalate this to a Sky representative for me? The only other option Sky suggest is to call a number, but of course I am not able to do that now.

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New to SKy? Or recently upgraded? Has your Sky landline been working ok up to now? Is there a dial  tone? What was the result of the connection test?