My broadband is working but I have no dial tone on the landline, I've tried everything suggested

[MC75Cole]

My broadband is working but I have no dial tone on the landline, I've tried everything suggested in the help sections - I've even bought a standard phone and plugged it straight in to the junction box with no success.

Broadband works but the phone has no dial tone, cannot make it receive calls.

[cookiemonsteruk]

@MC75Cole 

Is the phone plugged into the rear of the router?

How long have you been with sky?

[MC75Cole]

Hello,

There is nowhere to plug the phone in to the back of the router - it's always been plugged in to the micro filter.

With sky for years (25 years for TV, as long as I can remember for broadband)

Thanks

[cookiemonsteruk]

@MC75Cole 

Could you post your router stats

https://helpforum.sky.com/t5/Broadband-Talk/How-to-read-your-Sky-Hub-statistics/ba-p/3645346

[MC75Cole]

 

[cookiemonsteruk]

@MC75Cole 

Has this just happened today?

You stats look fine although the hub dropped connection 2 hrs ago.  It may be the start of a line fault.  The telephone needs all 4 dsl wires to work whilst broadband can survive on 2 wires for a while before being affected . Do you have any other means of contacting sky

[MC75Cole]

No it's been a problem for over a month now - just happened one day and hasn't worked since. We don't use the landline much but we've missed some important calls and need it fixed.

I've opened the junction box where the cable enters the house and the junction box where the phone is plugged in and there are only two wires connected - it's been like this for years and no changes have been made to any internal wiring. Phone and Broadband have worked correctly up until a month or so ago.

I've tried contacting sky and it pushed me to the community or phone - I'll give them a call

Thank you for your help, much appreciated 👍🏻 

[cookiemonsteruk]

@MC75Cole 

If you wish we can escalate directly to sky to save you the time

[MC75Cole]

Yes please, that would be great 👍🏻 

[cookiemonsteruk]

@MC75Cole 

Please keep an eye on this forum using a chrome browser

I've escalated your post via the community chat. This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or red and blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Lisa-P1987]

Thanks for escalating this. We’ve sent MC75Cole  an invite to chat.

[cookiemonsteruk]

@MC75Cole 

There's your escalation invite now