No calls in or out, no voice light on router

[Aaaarrrrgh]

We've just discovered that we cannot receive incoming calls or make outgoing ones. Honestly no idea how long this has been the case. Switched over to Superfast Broadband and were told that all calls would be VOIP from then on.

Call log says no calls received since 17 September. 

No local issues showing on Sky site. Broadband working fine. Have checked cables are all in the right place. It's not the phone as we have two handsets in different rooms and both have the same issue. 

August/September was when an ongoing problem with the local line was fixed by OpenReach and our broadband improved enormously. I wonder if we might have lost VOIP activation at the same time?

Help!

[Aaaarrrrgh]

Should have said we switched to Superfast in April 2021. OpenReach fix was 4-5 months later. 

[GD1]

@Aaaarrrrgh   I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

[Mark39]

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@Aaaarrrrgh wrote:

We've just discovered that we cannot receive incoming calls or make outgoing ones. Honestly no idea how long this has been the case. Switched over to Superfast Broadband and were told that all calls would be VOIP from then on.

Call log says no calls received since 17 September. 

No local issues showing on Sky site. Broadband working fine. Have checked cables are all in the right place. It's not the phone as we have two handsets in different rooms and both have the same issue. 

August/September was when an ongoing problem with the local line was fixed by OpenReach and our broadband improved enormously. I wonder if we might have lost VOIP activation at the same time?

Help!

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Have you tried plugging your phone into the wall socket, just to confirm whether or not you do still have Sky VOIP?

[Aaaarrrrgh]

Hi. Thanks for the suggestion. We've tried that and the result is the same. If I call it from a mobile, it rings for the caller but nothing comes through on either of our landline phones. 

[Mark39]

Ok, look out for the chat bubble as @GD1 posted. It might be tomorrow now, before it appears.

[Mr+Flibbles+86]

Thank you for escalating this. We have now sent an invite to chat

[Lisa-P1987 · Accepted solution]

Update - Spoken to the customer, an external fault has been identified. Openreach has been booked to attend the fault. Thanks 🙂

[Gem2006]

My light on the sky internet voice has gone out I have no dial tone cannot dial out or receive calls it was working fine last week but noticed today not working.

And i do not know how to fix any help will be grateful 

[Mark39]

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@Gem2006 wrote:

My light on the sky internet voice has gone out I have no dial tone cannot dial out or receive calls it was working fine last week but noticed today not working.

And i do not know how to fix any help will be grateful 

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First thing to do is restart your Sky Hub by switching off at the plug for 30 seconds. If that doesn't restore a green Voice light, let us know.

[Gem2006]

Now all working again 

[moleupnorth]

Familiar story

Sky Ultrafast installed today, got me out of bed, nice guy... all installed.... no problems he said.

A couple of hours later I realised an important call hadn't come.

White box has 3 lights, Router has normal lights, discover phone in old landline socket... Absolutely dead..... (we use cordless phones and server is mains powered)

Move phone to Router phone socket, Nothing..... wait an hour, Nothing no 4th Led on white fibre box.

REBOOT ALL wait an hour, no changes.... no extra white box 4th LED... no phone..... repeat procedure all evening... give up.

sister in law says she was told of a list of phones and cordless phones that work with voip.... not all do.. good to find out at this late stage.

[moleupnorth]

I posted earlier that I've had Fibre installed with VOIP internet calls and LANDLINE DOESNOT WORK

SOLVED

I read someone who got a new phone cable and nothing worked but the old one did......... I sat and sulked for hours with the landline not working although rebooted several times.

THEN I remembered my landline used to go through a home-made (I'm an electronic designer / engineer)  adapter to the BT socket..... I put the adapter into the sky Router and phone into it..... PERFECT

It was a problem with early modems.... most modems and cordless phones are american and use the 2 middle wires of a BT type plug.... UK uses the outside pair... so the modems didn't connect to BT....

To Try it and FIX it... search for a modem adapter US to UK (BT).... they are only a couple of quid.....  DON'T FIDDLE WITH THE WIRES.

NOW going to bed happy

[Mark39]

@moleupnorth to clarify, does your broadband Hub have a Voice light regardless of whether it's lit or not?

Edit: missed your later post. Glad you're working ok now.

[Angela17]

Hi, I'm having the same issue. Today I tried phoning out and there's a nonstop dialing tone, I can hear the numbers as I press them on the keypad but the phone won't connect and the dialing tone overrides everything. After going through the Sky tutorials of what could be wrong, I've got no voice light, I tried plugging my house phone into the router but get nothing at all then, obviously because I haven't got a house phone and of course no phone credit...typical! I can't phone Sky and get them to help me so I'm writing this in the hope that someone at Sky will read this as it says 'Contact us if voice light isn't on' Well it's not but there is nowhere else to report this or get any help. I'm not sure exactly what the Sky virtual assistant is but it understands nothing and constantly has me going in circles until I give up as finding someone at Sky is apparently ridiculous . I just got a new TV so I'm not sure at this point whether my difficulties getting into interactive services is another fault or whether I've just not figured it out yet, sorry to the person who posted this, this was literally the only place I can find this week that doesn't include phoning Sky ...grrr lol