Phone Landline dead bradband ok

[Sara261]

Hello. For at least 3 weeks, we have noticed that our landline phone does not work. There is no dial tone and the phone displays this message "check phone line". We have tried the following; 1. Multiple phones tested in the BT wall phone socket, including a corded phone. 2. Plugging multiple phones into the phone socket directly into the Sky max broadband hub 3. Restarting the hub. 4. Checking the phone line outside. Nothing has worked. We have also tried the chat bot but it does not seem to recognise landline errors. Our board band is working fine. 

[Mark39]

@Sara261 have you switched to Sky from another provider?

[Sara261]

Hello. No, we've been a sky customer for many many years. The phone was plugged into the wall phone line socket and was functioning fine until February 2026 (that's when we noticed it). 

[GD1]

@Sara261   To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/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.

Be reassured the email & message is from Sky and your details are safe and secure.
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.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Mark39]

@Sara261 was that when you installed the Max Hub? I'm wondering if you may have been switched to Internet calls where your phone plugs into the Hub, rsther than a wall socket. Either way, you've ,mentioned that it's not working from the Hub either. 

You could try turning off your Hub at the plug for an hour (perhaps longer than you've tried before?) to see if that stirsmit,I to action. If not, post again and we can ask the Community messaging team to contact you here so that you can report it via an online chat.

[Sara261]

Hi. No, we've had the hub for many years and the phone worked fine, until February We've also turned it off and on again. Nothing works. I believe that it's one of 2 things - physical fault with the line or there have been various reports recently that suggest that the sky max hub causes issues with landlines and may need a firmware update. But it is impossible to contact sky to discuss. 

[Mark39]

@Sara261 I see your post has now been brought to Sky's attention by @GD1 so look out for a ted/blue chat 'bubble so that you can report it directly to them.

[arcadeavenger]

Thanks for escalating this @GD1. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Jason-]

Hey all, just to let you know that I've had a chat with @Sara261 and have put steps in place to get their services working again.

Please keep us updated on how you're getting on or have any other questions 🙂

Thanks, Jason