Landline phone number now incorrect after full fibre installation

[frank11111]

keep pestering them, hope you get it sorted soon @Broseley89 

[CISCRH]

@Broseley89: Your silence suggests that you've not made any progress. It's not the best solution but you might like to investigate the www.voipfone.co.uk site. They do claim to sometimes be able to reinstate 'lost' landline numbers.

[Broseley89]

Thanks @CISCRH  I'll look into that! Sky said Openreach would be in touch, but nothing so far!

[mormegil]

If you are upgrading your old copper connection to full fibre and the engineer left the wiring in place the easiest way to tell once the migration is complete is to keep your handset in the old bt master socket, once the migration is complete it will stop working and the VoIP replacement should have taken over

it seem to be a delay in systems when openreach complete the fttp work the job is not fully cleared to allow the old service to cease and new VoIP service to start

with my own fttp service it was a week after the fttp was turned on before the old service ceased although I was only charged for the new service

[Broseley89]

Thanks, yes that was the first thing we tried. The old service was switched off within hours of the installation. It's been 3 weeks now.

[Browno]

We have the same problem. Full fibre installed yesterday. Can make outbound calls, but cannot receive any!

[Mark39]

@Browno it's not unusual for activation of the Talk service to take a full 24 hours. You might need to wait until tomorrow before raising the alarm with Sky.

[Broseley89]

It's been over 4 weeks for us now. Sky are still insisting it's an national outage. The last time I phoned they said 1 in 3 people who have had fibre installed are having this problem.

They are still blaming Openreach.

I'm starting to think: Sky are not fulfilling their contract to supply us with Sky Talk. We could possibly look at taking further action. Maybe at least a refund.

[Heather+Anne]

It has been over 9 weeks for us since we have had a landline with in or out calls working. We have got a deadlock from Sky and sent it to CICAS via OFCOM, you have to wait 8 weeks from your first complaint to do this though. Don't suppose anything will come out of it but what do you do when Sky are struggling to resolve the problem. I personally think this type of system is being installed on us without proper testing first, in a rush to make the 2027 Voip target.

[Broseley89]

Yay! Phone us working at last!

I hope the rest of you have too. No notifications, but someone just rang us. It took us a while to work out what the sound was!!

[Katie1980]

Have you had your issue resolved yet? My elderly parents had their new fibre installed 2 and a half weeks ago and have been without a working phone line ever since. Can't call out or receive. Numerous calls to sky, passing the buck, being told its being investigated by engineers and no update. Escalated a few times and now have an openreach engineer visit booked for Friday. We will see but not getting hopes up...

[Heather+Anne]

It has now been 17 weeks since our landline last worked after having full fibre installed. We have even complained to Ofcom but they turned out to be a "Toothless Tiger". We have asked Sky on numerous occasions to send out an engineer but they flatly refuse to do so. We feel very let down by Sky and ther attitude to this problem, we will seriously consider leaving them when our contract expires. By the number of complaints on this forum site about the full fibre and landline situation it seems to be a countrywide problem in some areas but yet nobody seems to able to tell us exactly what's causing this or how they are going to overcome it. I wish some one who is involved in this field would come on this site and tell us and be honest with what's happening or not happening to be precise.

[Broseley89]

Yes it took 6 weeks though. Sky just blamed Openreach. One day someone (a friend) rang us so we knew it worked!

[Broseley89]

I so agree! We weren't even informed when it started working again. We'd given up trying it every day.

[RL11]

Just switched from BT Full Fibre to Sky Full Fibre today. Existing DECT phones worked fine with BT hub and FTTP, so should be not problem with Sky Hub and FTTP. New broadband is working fine but not landline. Initially got a message service (on first ring) when trying to call our landline number. Now get a "Sorry the number you are ringing is temporarily unavailable"! I rang Sky Support using my mobile - which costs me money, as I can't call for free via Sky Talk! Has been logged with Openreach but no feedback yet. It's completely useless that they don't switch the landline number to a new service instantly. I did find a help section on the Sky site about compensation though

Sky Broadband & Talk Automatic Compensation | Sky Help | Sky.com | Sky Help | Sky.com

"After you’ve told us your broadband and/or talk isn’t working at all, we have two full working days to fix it. If it’s not fixed, we’ll pay you £9.76 for each day until it is."