Landline not working but internet ok

[victoriamews]

My landline has not been working for two days now. I have unplugged everything and restarted it. I have put a new phone but nothing seems to work so it has something to do with the line not the phone. My broadband is working and no lights on my route have shown there is an issue. 

please can somebody let me know what to do as I have a 80 year old mother living with me and this is the only way I can contact her when at work. 

[Mark39]

Do you have internet calls, where your phone plugs into your broadband Hub? Do you have full fibre broadband with an ONT box on the wall inside your home?

[Monica_72]

I have the same problem.  Internet/broadband works fine, but landline I can't make or receive calls.

Had Sky Full Fibre 500 installed on 22nd September.  Landline worked fine for 8 days, then stopped working on 30th September.  I have called the Sky Customer service line over 8 times, and nothing has been done.  Each time I speak to a different person and they tell me the query has been sent to the Network Dept but you can't contact them and even the Sky agents can't contact them.  

On Tuesday it will be 2 weeks without a land line.  I also have an elderly mother living with me who can't use a mobile and is dependent on a landline.  We also took out the international talk option so my mum could be in contact with her family abroad who she normally called everyday and now can't do so.  

I seriously regret leaving BT, and am thinking of going back if this is not resolved soon.  The internet service is great, wonderful speeds etc, but I need a landline that works!

[SpaceSparkie]

Hi @victoriamews @Monica_72 

Thanks for getting in touch. 

I am sorry to hear you are getting this issue. 

With the information you have shared about your household it might benift you to speak to our Accessibility Team here 

[Babs37]

I'm having exactly the same issue however its my 89 year old Nana who lives alone and relise on her land line. She moved over to a new package in September and 12 days ago she had an outage in her area. The outage was resolved but her phone is still not working. Her broadband and WIFI are both fine but her line is dead. Ive called on 4 seperate occasions and each time im told to wait 48 hours so they an 'look into it'. I then get a text saying everything has been resolved but its still not working. We have rebooted the system several times, checked everything is plugged into the worrect ports etc but still no phone.

I plan to launch an official complain as my nana is at risk but to her age and frailty. I feel this is disgusting customer care from sky and also plan to leave. I'm currently on live chat but im going round in circles.

Has anone manage to have their issue resolved?

[Mark39]

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@Babs37 wrote:

 We have rebooted the system several times, checked everything is plugged into the worrect ports etc but still no phone.

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Does she have full fibrevwith a separate fibre cable to her home and an ONT on an inside wall?

Please expand on the above. 

[victoriamews]

I managed to call sky and was told there was a fault on the line outside my house which has now been fixed and within the time they advised. 

spoke to a lovely girl called Vee who was super helpful. 

thank you so much

[Babs37]

Yes she does have full fiber and a white box on her inside wall with 4 green lights.

[Mark39]

@Babs37 next step would be to turn off both the white ONT box and her Sky Hub for at least an hour. Check to see whether the problem is resolved after switching both on again and letting them start up.

[Monica_72]

No my issue isn't resolved either.  I've had no landline now for over 16 days.  Spoke to Sky Customer Service again yesterday, and the agent said he would raise it with a line manager.  He was totally baffled as to why it had not been fixed yet and couldn't understand what was going on.

Seems the department that fixes these issues is not contactable by either Sky customer agents or customers.

I feel completely helpless and really don't know what to do.  The only reason I opted to keep the landline, had a copper line with BT, was so my 81 year old mum would have a phone she could use.  She also likes to call her sister in Poland every day and that's why we picked the International Calls option at £18 a month.  

I'm trying to teach my mum how to use my smartphone, but we only have one mobile phone in the house, so if I go out, I have no way of contacting her if I  needed to, and I worry she wouldn't be able to use the mobile phone in an emergency.

I'm so angry and so frustrated.  Though I've gone online to read about other companies like BT and TalkTalk and apparently they also have problems with Digital Voice lines, one guy on BT hadn't had a landline in over 3 months after switching to full fibre.

Really not sure what to do.   Feel very despondent about the whole situation.  

[SALAM12]

Im in the same boat. Its so ridiculous 

[TimmyBGood]

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@Monica_72 wrote:

 Though I've gone online to read about other companies like BT and TalkTalk and apparently they also have problems with Digital Voice lines, one guy on BT hadn't had a landline in over 3 months after switching to full fibre.

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Yes, with millions of connections being switched from PSTN to digital voice service (and all of them needing to be done before PSTN is discontinued in January 2027) there are always going to be a significant number of anomalies even if the overwhelming percentage of such moves occur successfully.

[Monica_72]

@SALAM12 sorry to hear this.  How long has your landline not worked?

Mine was working for 8 days after installation of Full Fibre 500, and then just stopped working.  That was 3 weeks ago.  Have phoned customer services over 12 times and each time they say they will call me back with an update, and no one ever calls.  

[SALAM12]

Hey,

Well mine has now been not working for a week. But I actually dont know how long it has been but the last incoming I had was 9th August. And I had the landline installed so that my elderly parents had access has a mobile phone was to complex. And I have missed so many appointments as a result of this as thats their only way of communicating with professionals when no one is around..I called and just like yourself they say we will update you..but they dont. A week ago sky agents didnt understand the fault..then yesterday an agent said oh theres an ongoing issue with city fibre..and they are trying to fix the issue. But you go online to see if theirs any issues and theres nothing. I will be refusing to pay my bill as its a service that they are unable to provide without any resolution or explanation. 

[TimmyBGood]

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@SALAM12 wrote:

 I will be refusing to pay my bill as its a service that they are unable to provide without any resolution or explanation. 

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Unfortunately that will just result in your broadband being suspended too: it's absolutely not an appropriate way to get a resolution.