Landline not working after fibre installed yesterday

[Richard335]

Fibre was installed yesterday. Landline telephone not working.  I need this to be operation as it is the contact I have for my elderly mother U R G E N T   Chat is no help.

[Mark39]

@Richard335 is your phone plugged into to the socket at the back of your Sky broadband Hub? It may tale 24 hours or so for the landline service to be fully activated. 

[Cleveleysbob]

I have exactly the same issue.

fibre installed 11am yesterday (01/05)

engineer said phone would be working "within the hour"

Rang Sky,  got told it could take "24 hours"

Rang again this morning after 26 hours to be told it could take "up to 72. Hours".

3 x different people 3 x different answers - not good enough SKY.

I was told that the original request from SKY to Openreach to activate my number was made 30/4/26 and another message sent @ 10pm on the 1st May...........Still waiting.

 SKY Glass 65", with 2nd pucks to remote tvs 1 x Ethernet, 1 x WiFi with booster.

Sky Fibre 500 (without talk currently) + SKY mobile customer.

[Mark39]

@Cleveleysbob usually activation is completed within 24 hours, but it occasionally takes longer. The Bank Holiday weekend may be adding to the delay.

[Cleveleysbob]

It would be much better if SKY were more honest "up front" about the possible timeframe.

Being to,d it will be "within an hour" creates expectations which, when not fulfilled causes anger and complaints. Getting 3 different answers doesn't help. My wife and I are both 77 and she has heart failure, so the addition of this landline was really more important than the fibre installation.

[Mark39]

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@Cleveleysbob wrote:

It would be much better if SKY were more honest "up front" about the possible timeframe.

Being to,d it will be "within an hour" creates expectations which, when not fulfilled causes anger and complaints. Getting 3 different answers doesn't help. My wife and I are both 77 and she has heart failure, so the addition of this landline was really more important than the fibre installation.

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That would likely be an Openreach engineer, rather than Sky. By all means make your feelings known to Sky. We're customers here.

[Cleveleysbob]

Yeah, I appreciate that and I've spoken to customer services + Broadband/Talk tech department twice and the problem is Sky don't reconnect the phone line, it has to be done by Openreach and until someone there pushes the appropriate button, you're stuffed.

I suspect this isn't going to happen until Tuesday at the earliest which is niggling if not quite "end of World" stuff. My Wife is more upset than I am & Sky paid me off with a £15 credit, whoopy  do! 😂

[Mark39]

@Cleveleysbob don't spend it all at once! It's more than I got from BT when Openreach took a week to switch me over to their digital landline service.....

[Cleveleysbob]

It's now 77 hours since my installation and still nothing!

out of curiosity, does the light marked LOS come on when the line is active?

[Cleveleysbob]

OK found the answer about LOS light so no issue there. Line still not active.

[Mark39]

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@Cleveleysbob wrote:

OK found the answer about LOS light so no issue there. Line still not active.

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Does the answer you found coincide with my thinking - LOS meaning Loss Of Service so off is good?

[Cleveleysbob]

Exactly that! 👍

just wish the bloody land line would switch on. My Mrs is ready to Chuck SKY and all it's equipment into the nearest bin! 

[Cleveleysbob]

All sorted! This morning everything is connected and working.

Not sure if it's a coincidence or due to threat of chucking SKY in bin, but all's well and all that.

Thanks to those who helped.

[Mark39]

Glad you're up and running @Cleveleysbob 

Let us know if we can help with anything else that might crop up.