New to Sky and landline is not working

[Firebird1]

Our Sky broadband superfast and Sky talk was connected on Tuesday 5th Nov, we have two puks for two rooms, we set everything up correctly however the land line does not work, there is a dial tone but we can not make or recieve calls, aslo we have a very poor signal in one of the rooms, the sky keeps freezing or pixalating. I rang and spoke to an adviser on Sunday 10th, the adviser said the issue was that something was not logged with openreach and this would be resolved on the Monday and we would be informed about this. We had no call or TXT on the Monday so i rang again, this advisor said we need an engineer, the engineer arrived on the Tuesday, he said he can not do anything as it was to do with activation with open reach, I asked about the poor signal in one of our rooms but he said until the land line is sorted he cannot order the boosters. I have rung another four times, each time I have to tell the advisor to read the HMR notes about my issues (the engineer told me to do this),  but still nothing has been resolved, I have had no communication at all, I am at my whits end, what can i do to get this sorted out, I need my land line for medical reasons.

[Mark39]

Is your phone plugged unto your broadband Hub? Do you have a white Hub, or black? If it's a black Hub, is the Voice light illuminated? Green or amber?

[Firebird1]

Thanks for your reply Mark 39, We have a white Hub, the phone is plugged into the broadband hub and all the connections where checked by the engineer when he came round, the engineer said it was to do with the connection with open reach 🤔

[Mark39]

@Firebird1 there's a known issue with the white Max Hub which causes a delayed activation of the phone (voice) service for some customers. While I don't know the underlying cause, I've no reason to doubt what the engineer told you. From other posts here, the delay seems to be between 2 and 3 weeks, so hopefully your phone service should be activated shortly.

I imagine the advisers you've spoken to have asked you at some point to factory reset the Hub, by pressing the WPS button for 30 seconds. If they haven't, it might be worth trying.

[Firebird1]

@Mark39 Thank you, i will give the factory reset a try, none of the advisors have said to do this. It is strange though, why are they still sending the white hubs out if there is a known issue with them, also the lack of communication is terrible, If there is a known issue then why has the advisors not told me this........... very fustrating!!

[Chloe142]

I totally agree with what you are saying, there obviously is an issue with this white hub so why send them out, 2 to 3 weeks is mentioned, however I have been waiting nearly 7 weeks and still no landline

[Firebird1]

7 Weeks!! that is un acceptable, have you had any communication regarding this? estimated time to sort? I am thinking of emailing Watch Dog on the BBC to see if they can help 😩

[Chloe142]

Yes contacted Sky many times and you get different answers, it's a Sky problem oh it's a network issue. When I first rang them it was 72 hrs, then a few days later another 72 hrs. The last Sky chap that I spoke to on the 15th of this month, at least another 2 weeks, if my landline is not on by then, it will hit over 8 weeks then I will go again to Ofcom and go to the, I beleive it's called cicas and let them sort it out, as it's now become a total joke. I beleive they just don't care, the worst provider I have ever been with. Though there quite happy to tie you to a 2 year contract and still take money

[Firebird1]

OMG that is terrible! can you keep me informed if you ever get a resolution, fingers crossed for you!!

[Chloe142]

Many thanks and will do