New to fibre (not fttc), and like several customers my phone doesn't work

[Rustynail007]

I have upgraded my sky internet connection to superfast. Broadband works fine, but the telephone line doesn't work (I can't receive calls and sometimes the normal tone of the line is replaced by a high pitch sound). I have disconnected/reconnected everything as stated on the Sky help page, but the problem remains, and it has been like this since 5th June '23. How can I contact a sky engineer?

[Highlinder]

@Rustynail007  Which router do you have from the link below.

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub 

[Rustynail007]

@Highlinder:I have the Sky Broadband Hub.

[Highlinder]

@Rustynail007  How many lights are on the hub and what colour are they?

[Rustynail007]

@Highlinder: 3 lights are on. Broadband works fine (although the Sky website tells me that there is a problem with my connection and the speed could be faster. I followed the steps indicated on that page, but it doesn't solve this minor issue). My speed at the moment is 60.9 MB (not bad as I'm in a rural area).
The last light on the hub: 'voice' is not lit.

[Highlinder]

@Rustynail007  Was everything okay before the upgrade if that is what you had happen? The help will have asked you to re-start your router and you have also done this?

[Rustynail007]

@Highlinder: I did follow the steps on the help page (disconnecting and reconnecting every cable), but the situation remains the same: I have broadband, but the phone isn't working.

I upgraded to Superfast on June 5th, 2023. Before that I was on an antiquated internet package from Sky, where I used to receive at best 4MB. Between March and June, the internet often went down, but the phone worked.

Is there a way to get in touch with a Sky engineer without calling, since at the moment my landline phone (connected to my Sky account) doesn't work?

[Highlinder · Accepted solution]

@Rustynail007  I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Lisa-P1987]

Thanks for escalating this. We’ve sent an invite to chat.

[Lisa-P1987]

Update - Spoke to @Rustynail007  about their issues and have come to a resolution 🙂

[Rustynail007]

And I really appreciated the help you provided today :).

[THUNDERCLOUD2]

Hi, ive just foud this thred so not sure im in the right place., but i too have no landline connction ive checked the cord and used another phone and it still not working. its been 3 days now but my internet is working good.  the message on the phone display reads... please check  the line cord.

[Mark39]

@THUNDERCLOUD2 can you give us some background details? Are you new to Sky? Or recently upgraded your broadband? Or has this happened out of the blue? Is your broadband working normally?

[THUNDERCLOUD2]

hi Mark no im not a new customer this happened without warning 3 days ago there is no tone, signal and the screan message says please check the line cord which ive done sevral times and even used another phone to connect and its just the same.

[Highlinder]

@THUNDERCLOUD2  Where you just activated 3 days ago to Sky broadband or have you been with Sky for a period of time before this happened?