No incoming calls since Fast fibre installed

[Scunneredwifey]

Engineer installed new fast fibre hub at parents house yesterday. 
Everything worked previously on older broadband hub- now they don't receive any incoming calls from other providers! However can make outgoing calls!

tried all the suggested online checks and still no luck! 
been told to wait up to 72hrs for someone to get back to us! ( but will they????)

not a great situation for 2 elderly parents in their 80,s with health problems.

[Mark39 · Accepted solution]

Temporary loss of incoming calls following a full fibre installation has been reported here before. As you've rightly eported it to Sky, it's a matter of waiting for it to be resolved, I'm afraid.,

[YVONNE2212]

How long does it normally take it's now day 8?  Seems absolutely ridiculous and can't contact open reach directly. 

[Kerry1011]

Had the same problem when had mine installed. I didn't realise I had to plug phone directly into router not wall socket. Took days for technician to come out. Plugged phone in router was giving engaged tone which was more than the silence on receiver when plugged in wall. Took them five minutes to sort out phone worked as soon as the technician left after talking over phone with their operator. 

[YVONNE2212]

Everything plugged in where it should be, after speaking to numerous people, all good with "hardware" it's an issue with line itself. Had the upgrade booked in for about 8 weeks, completely ridiculous they didn't have everything sorted for phone to work as it should. Have no indication that fault even being dealt with and if it is when it will be sorted. 

[Mark39]

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@Kerry1011 wrote:

Had the same problem when had mine installed. I didn't realise I had to plug phone directly into router not wall socket. 

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The fault reported here is with a full fibre installation rather than the hybrid fibre of your installation. The Hub set up instructions explain where to connect the phone handset.

[Scunneredwifey]

Thanks for that- already checked this but still no result.

[Brian+Penfold]

Ive just realised I have the same problem - can dial out but not able to receive incoming calls. Don't know eher to turn to as Sky algorythmn is useless and directs to community rather than somewhere than can help!

[Browno]

Just been told over the phone i'll hear back in another 7 days. 14 days and counting so far!

[Scunneredwifey]

Just shocking!

[Siriusd]

Yep, totally awful.  I'm in the same boat since installation of fibre two weeks ago.  Still cannot receive calls (can make them) despite everything being installed correctly and following all the troubleshooting.  It's been escalated to the specialist team (apparently) but the silence is defeaning.

[Scunneredwifey]

I'm not with Sky myself ( thankfully) but this is my parents who are in their 80,s with major health issues and their care providers need to get in touch daily! 
This is putting them at huge risk. Just unbelievable-I bet Sky would be quick enough if I stopped paying.! 

[Kelsingra]

Hey @Scunneredwifey 


As you mentioned that your parents have major health issues that has to be monitored daily, I wanted to make sure that you know about our Accessibility Team who can give them extra support if needed.



Are you already signed up with the Accessibility Team? Once registered there are also different methods of communication with this team

https://www.skyaccessibility.sky/


Thank you for joining our Community Forum! 🙂

[Brian+Penfold]

I've spent nearly 4 hours on the phone to sky today  trying to resolve this - and I'm frankly fuming. 

The 1st line technical support guy was pleasant enough (and told me he was actually in Bulgaria) - but having been through 2 hours of fault finding (including factory restetting the router (and all associted network settings, fixed IP addresses etc) Grrr) we ended up in a worse state (different static IP adress,  less than 2MB/Sec connection/ no outgoing or incoming calls!).  We eventually got most of it working again (4 green lights) -  but still no from incoming calls. 

He then had to relay this - including me sending pictures of connections to a second line team somewhere on the planet- who relayed him messages to pass to me initially asking me to basically do what we had just done all over again (reset router, switch off etc etc - while they did other 'stuff').  The final reboot of the router - 3 lights and phone amber (no phone in or out) - and further escalation.  Apararantly it may be fixed within 72 hours - if not call them back! 

Completely crazy setup - and left in a worse state!   

[Siriusd]

Update. Phone now working and receiving calls after 2 full weeks. Phone rang out randomly then stopped about an hour ago. Then bizarrely sky texted my wife (no idea how they got her number - she's not even the account holder) to say 'we've looked into your issue and it looks like it's now fixed.' 

So they've managed to do something in the background to sort it.