NO PHONE LINE AFTER BROADBAND UPGRADE

[BEN1931]

I had SKY Broadband Superfast fitted yesterday , fibre connection , the engineer told me that the existing landline would go dead later that day & when it did to connect the phone to the new router.

The landline went dead as I was told , but when I connected the phone as told , I have a dialing tone , but I cannot make or receive any calls ?

Should it be as simple as just plugging the phone in , there were a number of filters etc connected to the "old" BT port , do any of these need to be used ??

Is the old BT port totally obsolete now or should it be connected in anyway ??   

[GD1]

@BEN1931  You should just plug in to the Hub.  As you have a dial tone it sounds like just a calls issue.  To get you some help  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 blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Mark39]

Your wall phone sockets will no longer work. The phone just plugs straight into your Hub - no filter required.

Is the Voice light lit green or Amber? First thing to try,is restarting your Hub, by switching off at the plug for 30 seconds or so. 

If you're still unable to make calls, you'll need to report it to Sky. You could either call them if you have the means, or we can ask them to set up a private online chat with you via,the forum.  Let us know if you prefer the latter.

[BEN1931]

All lights or green , phone is connected directly to the hub , & has been reset & still the same no calls in or out 

[BEN1931]

Just tried to make a call to the landline again goes to voicemail 1571 , when dial 1571 it says 1571 is turned off please contact Sky to have it turned back on , does this indicate the issue is all with Sky and not with our phone and the router ? 

[Lisa-P1987]

Thank you for escalating this. We have sent BEN1931 an invite to chat 🙂 

[BEN1931]

Thank you , how do I get this invite , can't see anything yet , sorry I cannot access emails at the moment , just online via this forum ?? 

[Mark39]

@BEN1931 see the link in @GD1's post for how it works.

[Tom-W19]

After speaking with BEN1931 we went through some troubleshooting steps and the issue appears to have resolved itself.

It was great speaking with you BEN1931 and thanks again.