Landlines not working following fibre instal

[MKSK]

Hi,

we had our full fibre installed just before Christmas but have just realised that neither of our landlines are working.  We had ASDL filters when we had broadband but I wondered if this is causing the problem.  I have a dial tone but it won't connect to actually make a call.  Can anyone help with any ideas or suggestions? Many thanks

[cymru123]

@MKSK 

Are your phones now plugged into the phone port on the back of the sky router?

What router do you have? 

[MKSK]

Hi,

It is the white Sky Max Hub we now have.  I am sure there was some sort of cable that connected our old hub to the ASDL filter before, but I can't 100% remember.  I should have taken a photo before the engineer arrived.

Our phones weren't previously directly wired to the hub - the main base station phone is upstairs, connected to the phone line box via the ASDL filter and the second phone just requires to be plugged into an electrical socket.

I am sure there is something missing between the hub and the phone box beside it, but I sent all the cables back to Sky that were connected to the hub and despite trying many different options, I can't get through on the Live Web Chat.

I managed to get an online form, but all they seemed to do was check the line, then send a txt to say it's a problem in the house, so I definitely think there is some sort of cable missing.  The fact I can hear the phone trying to dial, but it just won't connect.

Can you request these cables from Sky?  Thanks

[TimmyBGood]

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@MKSK wrote:

Our phones weren't previously directly wired to the hub - the main base station phone is upstairs, connected to the phone line box via the ASDL filter and the second phone just requires to be plugged into an electrical socket.

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There's nothing missing: once an SOGEA broadband connection is in place, extension sockets just don't work.  Only the 'phone' port on the rear of the Hub is live for a telephone handset, and that's where your DECT base station needs to be plugged in.