New to sky and landline not working

[CarolineM1]

I have a new sky account and my landline is still not working

We swapped over to sky on the 25th September - we have allowed 72 hrs but still no dial tone

Can you please advise

[Mark39]

Is your phone handset plugged into your Hub?

Do you have the white Sky Max Hub?

[CarolineM1]

yes the phone is plugged in to the hub

and yes I have the sky max hub

[Mark39]

There does appear to be a particular issue with the Max Hub. You could try restarting your Hub, by switching off at the plug for 30 seconds or so. If that doesn't resolve it, try a factory reset, by pressing and holding the WPS button for 30 seconds.

If neither fixes it, and if you wish, we can ask Sky's messaging team to contact you here so that you can report it via a private online chat. I'm not sure that there's an immediate solution, but I suspect your case will be passed to Sky's technical Network team for ongoing management. 

[CarolineM1]

hi - I have tried all the above but afraid not working

If it can be escalted  - thank you

[Mark39 · Accepted solution]

OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147