I upgraded to the gigafast product a few months back, and had a couple of weeks worth of issues due to what turned out to be an account issue. At the beginning of this I was told the issue was I needed Max, which they told me I could cancel once the order was working. I got sent a new router (actually got sent four, but that's an irrelecant part of the same story). Anyway, the upgrade eventually went through, and I installed one of the new routers. No problems noted intially, but a month or so later I noticed the landline wasn't working (we barely use it). I contacted Sky and after numerous advisors and various suggestion I've still not got a working phone. The last suggestion was to turn off the ONT and the router for an hour, switch the router on again and do a factory reset, wait for another hour and turn the ONT on, then wait for an hour and the phone should work
Anyway, I suspect the issue is that I'm still down on the system as having the old black router. What do I need to say to an operator for them to check and fix this? I've suggested it before, but obviously not said the right magic phrase, or been explicit about what needs to be checked. I'm also unable to access router settings in the MySky app, presumably for the same reason.
Phone is plugged into the correct socket, as verified by photo sent to Sky support. Phone worked fine on old router. I've tested plugging in a basic handset and that behaves the same.
