Landline phone not working.

[Tenaye]

In  2018, my landline (house) phone stopped working, the fault was fixed, but a fault with identical symptoms has returned.

No dial tone, Can't ring out or receive calls, continous ringing tone to somebody ringing the housephone from an external phone.
Sky's "Help" system suggests ringing them... but with no landline that is very problematical.

The fault last time was a disconnected wire in one of the Openreach roadside junction box's, I speculate that this has re-occurred.

Any ideas how I can report the fault via internet, I have been trying for three days now via the Facebook page, but always get a standard "sorry, can't help you at the moment" message.

Thanks in anticipation.

[Tenaye]

As added information, the BT / Openreach master socket HAS been opened, the faceplate removed and a known good, working wired phone tried in the direct socket in the box.

(i.e. the line has been tested at the last point, with the house wiring disconnected)

[caesarome · Accepted solution]

To get you some help with this I have escalated your post to the Sky Messaging team who will be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to 24 hours to be contacted via this.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂

[Tenaye]

Hi,
Name is Peter.
My house (landline) phone is dead, I have tested back to the matersocket, and the external BT/Openreach line appears to be also dead.
This is an identical fault to one from 2018, where there was a fault in a roadside connection box - it looks like an engineer may have accidentally pulled a wire off from my circuit.
Interestingly, Internet is still working, so presumably the Internet signal is working between the "Hot" and  the real earth.
Specifically, I have removed the cover from the mastersocket, and tested the BT line with a known good wired telephone.  Not even a click, a hiss or line noise.
Ringing into the house, the exchange sends a ring tone to the caller, but the house telephone doesn't ring. 

[Daniel0210]

@Tenaye 

You now need to participate in the chat that has been sent to you. 

[Greenfingers001]

Update:

Spoke with @Tenaye , checks showing external Openreach engineer needed so booked in.

Issue should be resolved within the next 2 working days

Thanks again for the escalation have a great afternoon 

[Tenaye]

Thanks @Daniel0210 Daniel0210

mea culpa, I thought that I HAD replied to the invitation - but obviously not!
I have now accepted and replied and chatted, and an engineer has been booked, so the process is under way.

[Catwil]

The landline is not working.  There is no dial out tone so. cannot make calls.   When I realised I could not make a call I checked that all the the cables are in place but I already knew they would be in place as they had  not been touched  before the line stopped working, and cannot be moved accidentally.  So to clarify, this  has happened without any interference with the cabling inside my home.  

[Lisa-P1987]

Hi there @Catwil, can you run a service check here https://www.sky.com/help/servicestatus/broadband-and-talk to see if any fault is identified?

[Catwil]

I ran that check but message says no fault identified. Phine still not working. I still can't dial out.  Can an agent please call me 

[Lisa-P1987]

I have escalated your post Catwil, to our Community Messaging team  who will invite you to a private chat shortly and help you with this.  

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147   

[Highlinder]

@CatwilHow can they call you if your land line is not working?

[Tenaye]

@Catwil The fault that you describe could be a fault in your handset.

Do you have another handset that you could try?

What happens if somebody rings you, do they get a ringing tone or is your number permenantly engaged?

[Catwil]

Thank you Lisa.  I will wait for your colleague to contact me.  When do you expect this will be ?