Landline not working since full fibre installed

[TraceB]

Full fibre was installed 01/05 and BT Openreach came out 05/05 to connect the landline to the router. The voice light is green on the router but the digital display on the phones show 'no line'. There is no dialling tone and doesn't ring if I call the number from my mobile.

I have switched the modem and router off for 15 minutes, but the issue is still not resolved

[GD1]

@TraceB  Is the phone plugged into the UK Phone port on the hub?

[TraceB]

No. The BT engineer put a cable from the main incoming telephone socket to the router. Prior to him doing this there was no voice light on the router. I have no room/spare plug socket to connect the phone to the router

[GD1]

@TraceB  If you have full fibre with an ONT the line itself is carried by the Fibre connection and therefore the phone should be plugged into the back of your hub.  I'm not sure what your engineer has done but seems to be incorrect.

[TraceB]

What does ONT stand for??

[GD1]

@TraceB  An ONT, or Optical Network Terminal, is a device that connects your home to a fiber optic network, often used for broadband internet. It's a white box, typically mounted on a wall, that converts light signals from the fiber optic cable into electrical signals that your router can understand. Think of it as the "modem" for a fiber optic internet connection. 

Your hub would then be connected to this box via ethernet cable.

Tom help clear up which service has been installed please use this link and post an image of the result (remove any address data).

[TraceB]

 

[TraceB]

 

[TraceB]

I have had the little white box installed which is above the telephone socket and this is connected to the router via an ethernet cable

[GD1]

@TraceB  So it's full fibre install, you should have something similar to this in your property.

That being the case your phone needs to be plugged into the back of your hub as per previous reply.

[TraceB]

 

 

 

[GD1]

@TraceB  Thank you for the images, that helps.  So the phone is plugged in correctly.

To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[TraceB]

Thank you for your help.

I just have a cable from the telephone socket to the router that the BT engineer put in yesterday. My actual phone is not plugged into it

[GD1]

@TraceB  I don't know what they've done, I would let the messaging team pick this up.

[Mark39]

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@TraceB wrote:

Thank you for your help.

I just have a cable from the telephone socket to the router that the BT engineer put in yesterday. My actual phone is not plugged into it

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Your picture shows a cable plugged into your broadband Hub's UK telephone socket. Unplug that cable, and plug your phone into the UK phone socket instead.