Landline not working

[LisaC6]

Is a BT3570 Single cordless phone compatible with Sky talk wifi calling? We have no ringtone and can faintly hear when trying to dial a number but it doesn't connect and isn't ringing for incoming calls.

[Mark39]

@LisaC6 wifi calling is a term associated with mobile phones. I'm guessing you mean Sky internet calls. Can you tell us the background to this? Are you new to Sky landline/broadband? If so when was your service activated? Is your phone's base station plugged into the socket at the back of your Sky broadband Hub?

[LisaC6]

Yes internet calls. The base is plugged in to the router and I'm sure it was working previously, we don't use it much at all. Have followed all the online guides for checking it but still no dial tone. When I ring it from my mobile the green phone light on the router flashes but the phone doesn't ring.

[LisaC6]

Not a new connection as been on their broadband for many months.

[Mark39]

@LisaC6 if you haven't already done so, try turning off your broadband Hub at the plug for 30 minutes.

[LisaC6]

I've tried that now and still not working. 

[Mark39]

@LisaC6 probably best to report it to Sky. We can ask Sky's messaging team to contact you here so that you can report it via a private online chat, if you wish.

[LisaC6]

Yes please. I have submitted info and photos of the router twice to the help centre and was supposed to hear back within 72 hours but so far heard nothing 

[Mark39]

@LisaC6 OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. 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/My-post-has-been-escalated/ba-p/3711147#M1014

[N_chill]

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

Please be aware conversations automatically close if there is no response within 48 hours.

[Gomac]

I've got the exact same problem as Lisa has/had.

i converted to Sky Full Fibre on the 1st October but I've been unable to use my landline BT3570 (same as Lisa's) ever since then.

When I try to dial out I do get a dialling tone but the call just cuts off without ringing.

When I dial into my landline I get the message that my landline number isn't recognised .

Would anyone know how I can resolve this problem, please?

Thabk you 

Gordon 

[LisaC6]

Hi there. Our landline is still not working. Was supposed to have been fixed so was advised to turn the router off for an hour then it would be working. It isn't, 

[Mark39]

@Gomac try turning off both your broadband Hub and your ONT for an hour.

[Gomac]

@Mark39 @LisaC6 

Hi Mark (and also Lisa)

I did what you suggested Mark and turned off my broadband hub and the ONT for an hour - was actually for about 80 minutes as I had to go out.

When I got home and switched everything on, my phone (BT3570) now appears absolutely fine - both sending and receiving calls perfectly, thank you Mark.

However I had previously telephoned 150 from my mobile and spoke with an advisor, who told me that my BT3570 isn't compatible with VOIP and that I needed to get a phone that was compatible with VOIP.

i'n so glad that I checked on this forum for a correct solution before going to the expense of purchasing a phone that wasn't required.

Thabk you again everyone 

ps hopefully it stays working 🙂 

[LisaC6]

Hi Mark. Ours isnt full fibre. I've just tried again unplugging the router and the phone for over an hour and still not working. The voice  light is green on the router.