New Set up Issues - No Phone line for elderly mum - PLEASE help

[AnnieMac3]

So I am now at my wits end. I set up a new broadband and phone pacakage for my mum. The engineer came today and set up the broadband but phone isnt working. The corresponding modem light isn't on and there is no dial tone (I spoke to the engineer and he said he couldn't help but we needed to contact sky). My mum can't call Sky because she only has a PAYG mobile and it would cost her a fortune. I tried this afternoon and the Sky rep said it would be set up by midnight. Ive been periodically logging in to her account to check and it now says there is an "issue" with the activation and "contact us". I rang again and, typically, no-one will talk to me because I'm not the account holder! How do I get my mum some help?!? She has no landline at all now and is not technologically minded at all so probably won't be able to navigate the website. I AM tech savvy and I struggle to get anywhere usually! Can someone PLEASE help us?!?  Can't Sky call her on her mobile if they wont speak to me?  I sang Skys praises and set this new account up for her but now she wishes she'd just stayed where she was! 

[caesarome]

Does the router have a voice light on it and if it does is it lit up because if it is the cable for the phone needs to be plugged into the back of it.

[AnnieMac3]

No, as I said, no voice light is on. The engineer said it was a sky activiation issue...

[AnnieMac3]

phone line is plugged in to teh modem - sorry if I didnt say that already...

[AnnieMac3]

Sorry for all the typo's - I'm actually physically shaking! I'm so upset/frustrated/angry

[Mark39]

Does you mum have internet calls? Try Sky's help here: https://www.sky.com/help/home/sky-talk/fix-problems-with-my-phone/articles/fix-phone-problems-have-i...

[AnnieMac3]

Thank you. I've tried all that... apparently, should get a reply in 72 hours

[AnnieMac3]

I don't think there's any option but for her to try to call Sky tomorrow (apparently no-one can help with activation issues after 8pm) and re-mortgage her house to pay for the call on her PAYG. They will have a real job trying to talk her through anything too... BTW, I'm not being unhelpful to her - I'm doing all I can -  but I'm a 3 hour drive away so can't just pop round to help.

[Mark39]

Previous posts here indicate that it sometimes takes 24 hours for the internet calls service to fully activate, so perhaps before she calls tomorrow, she could try switching off the broadband Hub at the plug for 30 seconds or so, then restarting it.

If the Voice light is still not lit, it might also be worth trying to plug the phone into the normal wall socket, just in case she has one of the few lines without Sky internet calls.

[AnnieMac3]

I appreciate your help Mark. The engineer said the phone had to be plugged into the modem and he had tried the old wall socket just in case but no joy. I know it can take up to midnight to activate but the order says there is an "issue with activation". It's just all so flipping frustrating. I will just pray that it all comes right tomorrow or my name will be even more muddy than it is now! 

[AnnieMac3]

So mum rang and got through to someone this morning who said they would need to investigate and come back to her. They have rung back this afternoon and are now saying that it has something to do with the emergency services not switching her line over!?!? Sounds like a crock of **** to fob off an old lady to me! They told her it should be sorted by TUESDAY!! (another 5 days) She doesn't have any special requirements - she just needs a flipping telephone that works - how hard can it be? I despair and am SO disappointed with Sky.