No landline after Ultrafast Broadband installed

[DaveLizW]

I have just hd ultrafast broadband installed and have lost my landline. It was never explained this might happen and we want our landline reinstalled in accordance with the contract terms. 

[Mark39]

You wouldn't lose your landline. Is your phone plugged into your broadband Hub?

[DaveLizW · Accepted solution]

The phone is plugged into the new box.

[DaveLizW]

My phone is plugged into the new box on the wall as is my router. There is no dialing tone so no phone service. There is no direct link between my router and my phone

[Mark39]

I don't know which box you're referring to. Your phone should be plugged in as described here: https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/setting-up-my-sky-hub/articl...

Edited: it sounds as though your phone isn't connected correctly. See the link above.

[DaveLizW]

I have followed all the guidance regarding ensuring all lights are on on both the ONT and on the hub and all connections are correct but I not have any phone dialing tone and cannot be contacted from outside.

[Mark39]

If your broadband Hub has a light on the front panel labelled 'Voice', is it lit amber or green?  Was your Ultrafast service activated today?

[TimmyBGood]

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@DaveLizW wrote:

My phone is plugged into the new box on the wall as is my router. 

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The 'new box on the wall' would typically be inappropriate for a voice service on a new broadband connection, even if there's a phone socket (found on a master G.fast faceplate)

As @Mark39 indicates, if there's a green Voice LED on the Hub then it's the socket on the rear of the Hub itself which now carries the circuit.

[TimmyBGood]

@DaveLizW 

You definitely don't want the phone handset plugged into the ONT, even if it's an older model with a telephone socket.  That's a voice distribution model which never emerged, and newer ONTs have no phone connection at all.

[HOUGHTON]

Had our chamge over from Virgin Monday 30/9, the landline didn't work from the start. Called customer services Thursday 3/10 to log fault was promised daily updates until it's fixed and an engineer would be sent if still a problem.  Rebooted modem, sent photos to show installation.  Said all okay but need change over team to fix it. 

 No updates, telephoned again Wednesday 9/10 was told this is a national issue with landlines not working.  No end date to when it will be fixed! I could cancel my contract within 30 days and go elsewhere. 

I was told my number was active with Sky so will not lose it.  Refused to send an engineer because it's a national problem beyond their remit.  Any compensation would depend on when it's working.

MySky app can test broadband if that is okay then phone should work, but it doesn't.