Landline phone socket not working

[Si+preston]

My landline phone is not working.  I have tried a new corded phone, plugged directly into the master socket and still not working.  If I call the landline number from a mobile it rings, so the line appears to be live but there is no ringing from the landline phone and no dial tone.

I have read a lot about the landline being plugged into the router, however my router is an old Sky Q hub with only 2 Ethernet sockets so I can't do that

Any help would be great

[Mark39]

Has your Sky landline worked OK up to now?

Try the simple connection test here first, even if your broadband is working ok. If it detects a fault you'll be able to book an engineer there and then.

https://www.sky.com/help/articles/broadband-diagnostic-start

If not the fault will need to be reported 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.

[Si+preston]

The landline has been working, I couldn't honestly say when it stopped, it's only coz my parents rang and asked why we didn't answer that we knew it wasn't working.

i have run the test and it shows no issues. Could the line have gone down if we have been a switched to VOIP?

[Mark39]

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@Si+preston wrote:

 Could the line have gone down if we have been a switched to VOIP?

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Yes, but in those circumstances you would have been sent a newer Sky Broadband Hub, which incorporates a standard phone socket.

You would only have been switched to internet calls (Sky VOIP) is you upgraded your broadband service or on a house move. Also possibly if you have a fibre optic cable to your home.

[Si+preston]

I'm not sure that we would have been sent a new hub automatically, I feel that we would only get one when we ask questions about it. This is purely down to previous experience with tv and internet packages that had changed

if you could get the messaging team to contact me that would be great

Thanks

[Mark39]

OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging tomorrow. 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/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Tom-W19]

Thanks for escalating. We've sent an invite to @Si+preston.