New to Sky broadband - how long for phone to get switched over

[DR678910]

Hello all. New to Sky broadband. Successfully switched over this morning and internet all good. The phone is connected correctly as per instructions and green voice light on the hub is on. I can't make or receive calls on the phone connected to the hub. But I can still get dialtone and make/receive calls on extensions not connected to the hub. I've assumed it takes longer to switch the voice from the previous supplier to Sky. Does anyone know how long it takes after the internet as been activated to get the voice switched over? Can't find any detail about this.  Thanks.

[Mark39]

Previous forum posts indicate that it can sometimes be up to 24 hours before the switch is fully completed. I'd suggest giving it until this time tomorrow and then restarting your Hub by switching it off at the plug for 30 seconds or so. If there's still no dial tone via the Hub, it would be best to report it to Sky. Either give them a call, or post back and we can ask the messaging team here,if they can contact you. 

[DR678910]

Will do....thanks.

[DR678910]

It's weird...oubound calls from the Sky hub connected phone work ok with the correct CLI. But calls inbound to the number ring the old non-Sky hub connected phone and not the Sky hub connected phone. Will give it 24-hrs as you suggest....thanks.

[DR678910]

Hello all. My home Sky Broadband & Talk was activated just over 24-hrs ago. Broadband is working fine, but phone (VoIP via hub) isn't. Phone is plugged in correctly. Voice light is on. I get dialtone and can make outbound calls. The correct number shows up when calling out. However, I can't make inbound calls to the number (phone does not ring). If I plug the phone back into the phone socket directly (not via Sky hub) I can still send and receive calls normally. Sky say voice is activated but shows activation status as 'in progress'. My previous supplier (Plusnet) say their status is 'commited' but not completed. It looks like Plusnet still have the number and are handling calls in/out. And Sky have partially transferred the number over. It's very difficult to explain all this to Sky who constantly want me to reset the hub or perform another line test....none of this is helping. Plusnet have suggested that Sky need to ask them for a 're-number request' to kick off another number transfer. I've asked Sky for this but they just want to do more line tests. Can someone pass this message onto Community Messaging as I need to get it sorted as soon as possible. Thanks.

[Mark39]

@DR678910 I'm sorry it hasn't resolved. I've added your latest post to your earlier thread for continuity.

I'll ask the Community messaging team if they can help with this in a private chat session with you. You'll need to engage directly with them - they can't help solely via a forum post.

Look out for a blue/red chat bubble towards the bottom of the page here. This explains the detail of how it works: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Tom-W19]

Hi DR678910

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Addie15]

Update-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.

[Toddy2]

My broadband was activated early this morning,  but the voice light remains orange and phone not working, is it normal to have to wait longer for phone to be active?

[Mark39]

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@Toddy2 wrote:

My broadband was activated early this morning,  but the voice light remains orange and phone not working, is it normal to have to wait longer for phone to be active?

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It's not uncommon for the phone to take up to 24 hours. If it's still the same tomorrow, first try restarting your Hub by switching off at the plug for 30 seconds. If the Voice light remains stubbornly orange it's probably best to report it to Sky, We can ask the messaging team to contact you here so that you can do that if you wish.