Phone not working

[Conor666]

My phone line stopped working some time back and I can't get it working. The voice light on the router is off (i.e. not green or amber). The phone is connected to the same port it always has been and is saying line busy.

Can someone help please.

[Mark39]

Some background details, please:

Has your phone previously worked while you've been with Sky for your landline?

Have you upgraded your broadband?

Do you have internet calls?

Is your phone plugged into your broadband Hub? Or the usual wall socket?

[Conor666]

Yes, the phone worked previously. Its been an issue for some time (to be honest, I just kept forgetting to report it).

I have not upgraded my broadband. But I don't think the phone has worked since I renewed my contract last time (potentially late last year, I think October / November)

I don't quite know what you mean about "do you have internet calls" but my phone plugs into my router, so I guess that means yes I have internet calls? I also use WiFi calling on my mobile (my mobile is not with Sky for the record, it's with another mobile provider). And WiFi calling works fine for me.

I already went through the virtual agent, which directed me to a help page that asked me to hold the reset button for 10 seconds to reset the router. I tried this, but it did not work, the light still does not come on.

Thanks

[Mark39]

@Conor666 you could try turning your router 9ff at the plug for 30 seconds or so just to be sure.

If the Voice light still isn't lit, you'll need to report a fault to Sky. If you wish, we can ask their messaging team to contact you here, so that you can report it via a private online chat