Landline not working, but broadband is ok

[Darren+Bob]

We have no phone line for the last week, bought a new phone, not solved the problem. Bought a new ASDL filter, no cure. Our broadband is working ok, but frustrated that the landline isn't working. 

How can I get someone at Sky to check the line?

Thanks

[caesarome]

Has it been working ?

Does your broadband hub have a voice light on it that is lit up ?

[Darren+Bob]

Thanks for the quick reply, it stopped working a few days ago, maybe a week. There is no voice light on our hub

[caesarome]

@Darren+Bob 

To get you some help with this I have escalated your post to the Sky Messaging team who will be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Addie15]

Hi there, thank you for escalating this. We have sent an invite to Darren+Bob.

[Darren+Bob]

@Addie15 Thankyou, i've used the bubble to send the message. Is that the correct thing to do?

[VickyC]

I have the same problem and been on the phone to Sky waiting for someone to answer for over 20 minutes then it cut off. How do I get a response from Sky

[caesarome]

@VickyC 

Has this just started to happen or have you changed your broadband package ?

Does your broadband hub have a voice light on it and is it lit up ?

[VickyC]

@caesarome It has been like it for a day or 2.  The phone is not wired through the hub and has been working fine for several years.  We've not changed anything at our end

[Iridessa76]

We have the same issue.

Phone was working fine. It's connected to the Hub. Hub has a green light on it. It's a new connection (started on the 8th of November.) The phone beeps twice when we try to make a call, then reverts back to a dead line. Phone tells us that calling out is not possible.

Nothing wrong with the Broadband, or the TV.

so... what's wrong? Any ideas?

[caesarome]

@VickyC

To get you some help with this I have escalated your post to the Sky Messaging team who will be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

@Iridessa76 

Have you rebooted your broadband hub ?

[Addie15]

Hi there, thank you for escalating this. We have sent an invite to VickyC.

[Darren+Bob]

Hi, this issue has been ongoing for over a month now, is there any way of getting the phone line working again? We have elderly relatives that rely on contacting us through our landline

[Mark39]

@Darren+Bob I'm assuming a fault was detected when you reported the problem via the online chat? If so, it will have been passed to Openreach for investigation and unfortunately their timescales are beyond Sky's control.

[VickyC]

Openreach fixed the problem a couple of weeks later.  Disappointing that there has been no credit on the phone bill for no service passed on from BT to Sky