Landline not working

[Mark39]

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@Gomac wrote:

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.

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@Gomac unfortunately that has been reported here before, and it's completely incorrect. A VOIP phone absolutelywon't work with Sky's landline service.

Glad you're up and running now. Ypu should be ok, but if you have any further problem,  do post again.

[Mark39]

@LisaC6 still not working after reporting a fault in August?! That's not right. 

We can arrange a further private chat with Sky if you wish.

Faiolng that, I'd be raising a complaint, usong the Mail Us option here: https://www.sky.com/help/articles/how-to-make-a-complaint

[LisaC6]

Hi Mark. Yes from August. They said they had found a fault at the junction box out along the road somewhere, sent an engineer to fix that then I got a message that it was fixed and to turn off the router for an hour after which it would work. It still didn't but they had closed the case saying it had been resolved so it wasn't easy to get back in touch about it and as we don't use the phone much I left it as we had a lot going on. I've followed all the Sky steps, so the phone base is connected to the router, all the cables are in the right places, broadband is working and the router is showing all green lights. When I ring the home phone the voice light on the router flashes so it detects a call but the phone doesn't ring and there's no dial tone. I have submitted another fault report so waiting for a response. It's also awkward as the account is in my husbands name but we both have separate log ins so sometimes responses go to me but other times they go to him. 

[Mark39]

Hi @LisaC6 just re-read through your posts, and there seems to be a little doubt as to whether the phone was working previously or not. As Sky seem to think it's fixed, I wonder if it would be worth checking with a standard corded phone (it sounds like your BT3750 is cordless)  in case the phone has developed a fault?

[LisaC6]

Yes the phone was working with internet calls when we switched to Sky Superfast in 2025. It's not an old phone and everything on it is working. There were major broadband  connection problems in our area back in the summer which took a while for engineers to fx and I'm sure it's since then that our phone hasn't worked. 

[Mark39]

@LisaC6 ok, I think unfortunately you're going to have to report it again. As before, we can try to arrange a private online chat with the Messaging team, if you wish.