Phone not connecting

[Avro]

My elderly parents have had to have Sky 150 Fibre because their previous Now contract had ended. They have their landline phone plugged into the back of the router. But, they have a dial tone and when they dial and connect, a tone of no connection is heard. Things haven't gone smoothly with the whole business of switching to Sky. What is the answer? 

[caesarome]

@Avro 

When did they have their broadband installation done ?

[Avro]

It was on 18 April 2026

I have tried several different phones. There are no calls out or in. The voice light on the router is showing green. I have turned off and back on the Router. Nothing seems to work. The Puck is working for the TV services. It is just the telephone. They have the telephone service included, so it isnt a contract issue.

[caesarome]

@Avro 

Are you the account holder for their property ?

[Mark39]

@Avro can they try turning off both their Sky Hub and the ONT (the box on the wall) for 30 minutes?