Landline number has not carried across

[Lesley3]

Have just switched over to sky broadband but the phone number appears to be a new one when old one was meant to carry over. Both old and new number do not ring and phone has no dial tone. 

[Mark39]

Unfortunately it's not always possible to keep your old number: https://www.sky.com/help/home/sky-talk/joining-sky-talk/switching-to-sky-talk/articles/switching-to-...

Were your phone and broadband services activated today and is your phone plugged into the socket at the back of your Sky Hub, not the wall socket?

[Lesley3]

Yes transfered today and we were told we could keep the phone number. 

It's plugged into the wall socket currently

[GD1 · Accepted solution]

@Lesley3  Does your hub have voice light, is this lit up?  If so plug the phone into the back of the hub using the UK phone port.

[Lesley3]

Have now plugged phone into hub and have a dual tone. Just hasn't transferred phone number across 

[lettice]

What colour does the voice light show on your hub.

Have Sky told you about a new number on your account?

What number is listed on your Sky account page under the Broadband and Talk section under the field landline number: Is it your old or a new one?

The voice service can take some hours to change over and become active, even though your broadband may be activated.