New customers for 1 week and landline not working with vulnerable parents

[Whiskas1]

I am a new customer been with Sky for one week and our landline is not working and we have two very elderly vunerable parents no who done understand technology and are old rely on landlines for contact, and ours isn't working, 

[JimM1]

@Whiskas1 Is the phone plugged into the back off the sky hub?

https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have

[Whiskas1]

Yes it is and not the socket

[Whiskas1]

Yes and into the telephone socket should read

[JimM1]

@Whiskas1 4 Lights on the hub last on the right is voice!

[Whiskas1]

Unable to make outgoing and phone not ringing in the house when ring landline from our mobile

[Whiskas1]

All 4 lights are on

[JimM1]

@Whiskas1 If you go logon to your account, your phone number will be shown at that point. Is that the correct number you see. Normally advise people 24-48 hrs to let it all settle, incoming and outgoing are TWO seperate services....

[Whiskas1]

We had sky installed on the 12 and has been working now its not

[JimM1]

@Whiskas1 Ok different now, switch the hub off for 5 minutes and back on again!

[Whiskas1]

Yes phone number is correct on account

[Whiskas1]

I just want to talk to sky as need this fixed urgently, but the skybot is a waster of time, the wheel keeps turning but the skybot is dead and takes you back to the start of the same question, ............frustrating, 

[Whiskas1]

Will try and unplug on and off as you suggested but I'm far from impressed, thanks for trying to help very much appreciated.

[JimM1]

@Whiskas1 Let me know if it sorts it out and you get the phone back once it is on and 4 green lights again!

[Whiskas1]

All lights green apart from voice which is amber/orange