Sky talk - Phone has no dial tone. Can’t make or receive phone calls.

[Howardfamille]

I have had the same sky tv / broadband and talk package for last 8 years but never plugged in an actual telephone until last week. 

I bought a new telephone and have plugged it in but there is no dial tone and can't make or receive phone calls.

last week we spoke to sky help and they went through some trouble shooting (turning router on and off and plugging the phone cable into different ports) but nothing worked and arranged for an engineer to come.

the engineer arrived this morning but couldn't fix it because they had sent a tv engineer rather than a talk engineer. He did what he could and confirmed all was plugged in as it should be but noted that no green light was showing on the 'voice' light on the router. 

He left and said he would report back to sky

I've lost my voice so I can't call up at the moment to find out what to do next and wonders if anyone has had similar issue or knows what's needed to be done?

[Mark39]

Have you tried plugging your phone into the phone wall socket?

[Howardfamille]

Hi thanks for replying 

yes I have tried plugging directly into wall socket and using the filter socket on the wall to rule out those

i have run diagnostics on broadband but shoes no issues currently 

[Mark39]

@Howardfamille the engineer will report back to Sky later this afternoon/evening, and next steps will be determined on the basis of what the engineer reports. 

If you haven't heard anything by tomorrow lunchtime, probably by text, post back, and if you wish, we can then ask Sky's messaging team to contact you here so that you can report it again via a private online chat.

[Howardfamille]

Ok thanks. Will wait until tomorrow and report back 

[TimmyBGood]

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@Howardfamille wrote:

 but noted that no green light was showing on the 'voice' light on the router. 

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Do you definitely have Sky Talk Internet Calls rather than voice calls over analogue service through a wall socket?

[Howardfamille]

No idea but I've tried both options and humans I've spoke to for help at sky haven't been able to confirm either way 

[Howardfamille]

Still not heard back from sky and still no use of phone line 

how can I escalate this to someone who can arrange a fix? 

[Mark39]

@Howardfamille I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Lisa-P1987]

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

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

[Addie15]

Update-We are closing this session as we have booked an engineer to attend to this issue. If there is anything else in the future you need help with, please do not hesitate to reach out. Thanks.