My landline isn't working but my internet is. I need to report it but I keep getting cut off on my I

[sharon14]

Landline not working but internet is. I have been trying to report it and allso sort my contract out which is running out in 4 days,using my mobile but I keep getting disconnected. So frustrating  I need help

[caesarome]

@sharon14 

See if you can run this line test to see if a fault is found outside of your property and if something is found you can book an engineer repair, ignore the fact it says it will test your broadband:

https://www.sky.com/help/home/broadband/my-broadband-speed/no-connection-slow-wifi/articles/broadban...

You can also run this test via the MySky app.

Let us know how you get on.

[caesarome · Accepted solution]

@sharon14 

As you have sent me a mail instead of replying here to get you help I have escalated your post to the Sky Messaging team who should 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 a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
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.

[Mr+Flibbles+86]

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

[padre]

sorry i cant help, but i have the same problem I joined sky BB and talk on 5th October 2023, have tried all sorts my landline (which was bt) till the 5th october worked fine with call gaurdian, now it is not ringing when someone rings me. I can call out, but thats it. when I ring home number from my mobile it comes up Calling then in about one second it says call ended in red, and my land line has not rung. Ive been on with sky and the guy was very very helpful tried all sorts but nothing works. He has booked an engineer for wednesday11th but all was fine till i switched to sky. It is a BT phone and base so have ordered a new  non bt phone. I live in hope.

[sharon14]

@padre  thanks. Yeh I even bought a new phone thinking the same but 😕 it didn't work. I hope to get it fixed sooner rather than later x 

[sharon14]

@caesarome Thankyou for your help. Sorry haven't used this site before and I'm trying to navigate my self around lol

[padre]

I joined a while ago but didnt do much on here, now I have come on again and really looked around, and its a good place to be for info, help, tips tricks etc. There are some clever paople on here with a lot of knowledge. I guess we all learn by looking reading etc I know I did with pc,s.

As stated earlier and like yourself my new phone comes today so we will see. But just so glad to be away from bt.

[TimmyBGood]

---

@padre wrote:

 It is a BT phone and base so have ordered a new  non bt phone. I live in hope.

---

A BT 'Digital Voice' handset will only function with BT Broadband and a BT Smart Hub 2: that's a proprietary system.

Any BT-branded analogue phone should be fine with. Sky Broadband Hub.

[padre]

My new non bt phone came yesterday (late) so set up today 10/10/23 BB all ok, I can ring out on the phone.

It is fully charged Ive installed a few numbers including my own, all the cables are firmlyh attached and in the correct places, (the same places as where he put them when he set mt sky BB up last Thursday) so I know all is correct.

My big moment came I rang the land line from my mobile and absolutely nothing so thats the bt phone that didnt work now another new phone made by Panasonic (which ive had before and worked ok) so it has to be something to do with sky BB, there is no other explanation that i can logically think of. when I ring from my mobile it comes up on my mobile screen calling, then instanly goes red saying call ended, without  the land line making a sound.!!

[sharon14]

@padre  

I did the same thing I got a new phone and nothing.I was in the chat to a sky tech who gave me a phone numbér to ring  lol I used my mobile hoping I wouldn't get cut off. I did the line check like advised and he did a check and it came back all ok, obviously it isn't as my phone is dead not a peep not a dial tone nothing but BB still works....  the mind boggles.  Any way l finally got them to send someone from open reach out to investigate it on Thursday. 

[padre]

Likewise a guy at sky I spoke with on Sunday tried everyhthing , he could ring my land line but i cant!!, so like yourself he booked an engineer and he is coming tomorrow (wednesday.) if all goes well or indifferent i will keep you posted.

I tried something today real techy (well for me it was) I put the router address into a search bar, it opened up my router, and it had the names given to two laptops that we use, 2 mobiles came up, and it said talk was connected so all seems to be ok there!! Watch this space.

[padre]

@sharon14As promised an up date "My land line now working". NOn of this was anything to do with sky they did exactly what they had to do. I was with bt, last night i received a text from BT and I wondered why they were still bothering me now i,m not with them. So out of curiosity I logged in to "My Bt" this morning and under the heading "Products with us" it still showed phone!! so I rang them at 8am, and told them I had joined sky last week 5th October, then my call got transfered to someone else who said yes phone is still with us I can see you have moved but a part og the order has got stuck Likely story which i did not believe, he said he will sort it and it could be upto 48hrs, not happy about that but said ok. the engineer from open reach arrived at 10am and checked the phone it was working, he said all bt had to do was basically hit a switch but he checked things for us and removed a dead circuit and all is good now.

Bt knew what they were doing and this was done on purpose the engineer had come across this before, they were being awkward till they very end. Finally rid of bt now and never again will they ever have another penny of my money, treat people awfully.

[sharon14]

@padre  hi sweet, omg as simple as that eh Thant's naughty if bt. Well at least your all sorted now which is good news. I'm pleased for you. Why does everything have to be hard work...  well my engineer is coming tomorrow afternoon so I will let you know how I get on xxx

[padre]

@sharon14Thank you for your nice reply I truly likewise return the nice thoughts. I hope that all goes well for you also when your engineer arrives. Can I ask who was your previous provider. x