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Discussion topic: Landline not working a week after activation

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This message was authored by bazdwal This message was authored by: bazdwal

Landline not working a week after activation

Hello

 

My Broadband+Talk was activated on 9th Jan 2025, but the landline is still not working, even though the broadband is fine. The phone is just a standard handset that requires no power supply, and it's plugged into the Sky hub in the black UK slot next to the purple one. I have tried rebooting the router, but it makes no difference. The Sky model shown on the box is a Hub 6 SR213-02-UK-WHT-DS1 FTTC.

 

I really hope that this can be fixed fairly soon, as people expect to be able to contact me via my old landline number (which I was assured would be tranferred to my new service). I have seen that there are a few other customers on the forums that have had similar problems, and that it may be possible to deal with the issue via email. If that is still possible it would be very helpful.

 

TIA

 


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bazdwal
Topic Author
This message was authored by bazdwal This message was authored by: bazdwal Answer

Re: Landline not working a week after activation

This issue was solved quite easily in the end. The problem was that I was told both by my previous provider and several customer service people at Sky that my PSTN (copper) landline would no longer work and that I would have to use a VOIP service instead. So when my broadband service became active, I plugged the phone into the hub as instructed. When this did not work, I also tried plugging the phone in via the wall socket/microfilter - but that did not work either. So I assumed there must be some other problem.

 

However, after discussing this with the advisor, I have now discovered that the PSTN service is actually still working! It seems it took several days following my broadband activation for the phone itself to become active, which is presumably why it didn't work the first time I tried it.

 

After doing some further research, I think I was misinformed about the future of my landline service. My previous provider claimed that when ADSL was switched off in my area, they would no longer be able to provide landline phone services after 31st Jan 2025. But this is wrong. In my area, FTTP isn't available, so the current rules mean it's still possible for new customers to get FTTC + PSTN - which is exactly what I now have with Sky. BT is currently advising that PSTN will be closed down completely on 31st Jan 2027, so I still have at least two years before I need to switch to a VOIP service.

 

The Openreach Fibre Checker is a good way to confirm the current status of FTTP, FTTC and PSTN at a given address. Also, the Openreach Stop Sell rules provide a very clear and detailed summary of how PSTN will be phased out in the UK over the next few years.

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This message was authored by Mark39 This message was authored by: Mark39

Re: Landline not working a week after activation

Posted by a Superuser, not a Sky employee. Find out more

Welcome to this customer Community. Just to let you know, it's unlikely that Sky will reply to your post here.

 

Others have had success by turning off the Hub (and the ONT if you have a separate fibre optic connection) for 10 minutes. If that doesn't restore your landline service, try factory resetting the Hub by pressing the WPS button for 30 seconds.

 

If neither makes any difference, it's best reported to Sky. We can ask their messaging team to contact you here so that you can report it via a private online chat, if you wish. 

 

Sky don't use email as a general means of communication.

 

 

 

 

This message was authored by Daniel0210 This message was authored by: Daniel0210

Re: Landline not working a week after activation

Posted by a Superuser, not a Sky employee. Find out more

@bazdwal 

Have you got a dialling tone? Have you dialled 17070 and listened to the automated message in case your number has changed?


▪️I AM NOT A SKY EMPLOYEE (undercover or otherwise) ▪️
Sky customer since 2001
with: Sky Q | Sky Superfast Broadband | Sky Talk | Sky Mobile
NOTE: I only provide help on the forums and NOT via PM
bazdwal
Topic Author
This message was authored by bazdwal This message was authored by: bazdwal

Re: Landline not working a week after activation

Thanks for your response.

 

I have already tried resetting the hub, but with no success. Any means of communication other than phone would be great, so online chat is fine.

bazdwal
Topic Author
This message was authored by bazdwal This message was authored by: bazdwal

Re: Landline not working a week after activation

Thank for your response. There's no dialling tone, and I cannot make any outgoing calls at all.

This message was authored by Mark39 This message was authored by: Mark39

Re: Landline not working a week after activation

Posted by a Superuser, not a Sky employee. Find out more

@bazdwal wrote:

Thanks for your response.

 

I have already tried resetting the hub, but with no success. Any means of communication other than phone would be great, so online chat is fine.


OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today or possibly tomorrow. 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


This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Landline not working a week after activation

Posted by a Sky employee

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

Thanks

Lisa - Sky Tech Team Expert
bazdwal
Topic Author
This message was authored by bazdwal This message was authored by: bazdwal Answer

Re: Landline not working a week after activation

This issue was solved quite easily in the end. The problem was that I was told both by my previous provider and several customer service people at Sky that my PSTN (copper) landline would no longer work and that I would have to use a VOIP service instead. So when my broadband service became active, I plugged the phone into the hub as instructed. When this did not work, I also tried plugging the phone in via the wall socket/microfilter - but that did not work either. So I assumed there must be some other problem.

 

However, after discussing this with the advisor, I have now discovered that the PSTN service is actually still working! It seems it took several days following my broadband activation for the phone itself to become active, which is presumably why it didn't work the first time I tried it.

 

After doing some further research, I think I was misinformed about the future of my landline service. My previous provider claimed that when ADSL was switched off in my area, they would no longer be able to provide landline phone services after 31st Jan 2025. But this is wrong. In my area, FTTP isn't available, so the current rules mean it's still possible for new customers to get FTTC + PSTN - which is exactly what I now have with Sky. BT is currently advising that PSTN will be closed down completely on 31st Jan 2027, so I still have at least two years before I need to switch to a VOIP service.

 

The Openreach Fibre Checker is a good way to confirm the current status of FTTP, FTTC and PSTN at a given address. Also, the Openreach Stop Sell rules provide a very clear and detailed summary of how PSTN will be phased out in the UK over the next few years.

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