Phone line not working

[new+glasses7]

The handset for phone is saying check phone line I've checked connections to the phone line and all correctly fitted and we changed to a new phone too 

[jamesn123]

@new+glasses7 

Are you sure your not now using Sky's VOIP service? You may need to connect your phone to the rear of the hub instead of the telephone line

[new2q]

Hi, my elderley relatives have this exact problem, started sometime on Saturday. The wife is in hospital quite poorly at the moment and the husband is beside himself with worry as she deals with all the bills and tech stuff and he can't get any calls in or out , I've tried to call Sky to sort this but can't get past the automated security checks. Does anyone have any idea how to fix this or contact Sky on behalf of someone else? 

[Mark39]

@new2q first, try the service status check link here to check for known outages or planned maintenance which might be the cause. If that shows nothing try the 'no....' button and then the connection test on the page which follows. 

https://www.sky.com/help/home/sky-talk/fix-problems-with-my-phone/articles/fix-phone-problems-start

If neither detect any fault it would be best reported to Sky. As you've discovered, there's a data protection issue here if the account is in your relative's wife's name. I don't know if they can help, but you could try Sky's Accessibility team, given the circumstances.

https://skyaccessibility.sky/

[llr69]

Thank you, I got to see my relative and we did the webchat together with me typing for her, they dealt with it promptly and found a fault outside the property so hopefully it'll be sorted soon! 

Thanks again!