No incoming or outgoing calls since fiber install

[Dawlish_Guy]

Hi everyone

So my mother (a loyal Sky subscriber for 30-odd years, widow, pensioner) had Fiber 150 installed on Tuesday afternoon. She doesn't really need fiber but it was the cheapest option when her Superfast contract ended recently, but it meant switching over her landline to VoIP.

She has now been without the ability to make or receive calls for three days. She's an old school pensioner and relies on the house phone above using her mobile. She is very distressed by this situation and I found her in tears on the day of the install when I went over to check on how it went. 😞

So here are the facts:

• The ONT is showing green, no LOS, and is connected to port 4 on the router
• The Voice indicator is green on the router
• The phone is confirmed compatible with digital voice and is connected to the phone port on the router
• The phone has a dialling tone
• The ONT and router have been power cycled multiple times
• No calls can be made or received to/from landline numbers or mobile numbers

We have waited the pre-requisite 72 hours but it is still not active.

I hope somebody here can help or get us in contact with a "Sky Expert".

Nick

[Mark39]

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@Dawlish_Guy wrote:

So here are the facts:

• The phone is confirmed compatible with digital voice and is connected to the phone port on the router

---

Hi @Dawlish_Guy, thank you for the details. Can you clarify the above? Sky Internet calling (Sky VOIP) requires the use of a standard analogue phone.

A phone designed for use with BT's Digital Voice service or an IP phone won't work.

[Dawlish_Guy]

Sorry for the confusion, wrong terminology. Yes it is a standard DECT phone not designed for "BT Digital Voice"..... Panasonic KX-TGFA30.

[Mark39]

Ok, thanks. It's  probably best reported to Sky, then. If you have authorisation lodged with Sky that you can speak on your mother's behalf (or if the account I in your name, of course) we can ask Sky's messaging team to contact you here so that you can report it via a private online chat.

[Dawlish_Guy]

Thanks @Mark39 , that would be good to have a private online chat with the messaging team. 👍🏻

[Mark39]

Can you just confirm that your authority to speak on behalf of your mother is registered with Sky? If not, they won't be able to access your mother's account details.

[Dawlish_Guy]

Hi @Mark39 yes, on previous contact I have had with them they authorised me to speak on her behalf. Thanks.

[Mark39]

@Dawlish_Guy 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

[Lisa-P1987]

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

[Dawlish_Guy]

Thanks @Mark39 and @Lisa-P1987 

I lost connection during the online chat yesterday and tried calling tech support directly. The chap I spoke to was excellent and escalated the problem to networks.

My mum got a text message earlier this afternoon advising to switch the ONT and router off for at least an hour then try again... and I'm very happy to say all is now fixed. This is a big weight off for my mum and she is very  pleased.

Thanks again.

[Mark39]

Good to hear. I'm sure your mum is very relieved.