No landline connection since upgrade

[Fierybiscuits]

I have recently upgraded my Sky TV and Broadband package.   When I did so, nothing at all was mentioned about my landline, which I had through BT.  I assumed this would stay the same, but I suddenly received a message off BT saying they were sorry to see me go.  My messages said I had a broadband and talk package.  The broadband supposedly upgraded this week (Superfast 35) but ever since I've had no landline connection.  I then had a message the following day saying the broadband has been cancelled and I don't know if this refers to my old broadband package, or the new one.  It's been a few days and broadband and Sky Q appear to still be working fine, but still no landline.  I've had a google and seen that some people have been inadvertently upgraded to internet calls and that the phone then needs to be plugged into the hub rather than the phone socket.  But my hub is about 13 years old and has no phone outlet.  Currently I have a microfilter plugged into the phone socket, into which is plugged the hub and the phone.  

I'm concerned because my next predicted bills don't mention broadband at all, so does that mean my broadband has actually been cancelled?  And what do I do about my landline?  Any help much appreciated.  

[Mark39]

@Fierybiscuits if you're still using your old BT Hub, that would suggest your broadband is still with them. If so, you'll need to speak to BT about your phone service.

Were you ever sent a new Hub by Sky?

[TimmyBGood]

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@Fierybiscuits wrote:

 I've had a google and seen that some people have been inadvertently upgraded to internet calls and that the phone then needs to be plugged into the hub rather than the phone socket.  

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There's nothing inadvertent about it: PSTN (analogue voice service) is scheduled to be discontinued nationally by January 2027, and all broadband upgrading or switching now includes a move to a digital voice service.

[Fierybiscuits]

It's inadvertent if you're not told this is going to happen and/or if you need to follow any steps to retain your landline connection.

[Fierybiscuits]

My broadband has always been with Sky. I have a 13 year old Sky hub. It was just my landline that was with BT. 

Nothing to do with phones was discussed when I upgraded ‐ I then just received the message from BT saying "sorry you're leaving" and the line went dead on the day the broadband upgraded. 

[Mark39]

Sky haven't allowed split broadband/landline providers for several years - they've been bundled together.

I thought Sky were going to take steps to require customers with just one of the two services to either bring both to Sky, or move both to another provider. That clearly didn't happen in your case, but it looks like your recent broadband upgrade with Sky has triggered it, hence the cancellation of your BT phone service. 

I would expect you to have been moved to Internet calls at the same time. Can you check by logging in to Sky and going to the Bills section of your account? If you expand Broadband And Talk, I would expect you to see 'Sky Talk Internet Calls'.

If so, you should have been sent a replacement Hub with a phone connection on the rear panel. 

[Fierybiscuits]

Hi.  Thanks for your help.  I have called Sky today and tried to explain the situation.  After 30 minutes on the phone they said that my landline was fine and then cut me off!  

I have been on my account and my predicted bills for next month show my new Sky Q subscription but doesn't show broadband at all.  It appears they have cancelled my broadband subscription (I thought it was strange I had messages about cancelling broadband but assumed it was referring to my old broadband with them as they were moving me to Superfast 35).  I still have broadband connection at the moment though, so I'm totally confused.  The other two items on my predicted bill are Sky Pay As You Talk and Sky Talk Line Rental, both at £0. 

I have no idea what's going on and can't seem to get a straight answer out of Sky.  I'm now worried my broadband connection is going to disappear.  I've tried to request a new hub through their link but that just says there's a technical problem.  I seem to be going round in circles.