Sky voice

[Jimmyr2026]

I recently upgraded my sky broadband to super fiber and I lost my landline. It had to be plugged into the port on the router. My phone didn't work and I was told the phone might be too old so I bought a new one but it still won't work. The voice light reminds off. I'm in Ireland and I have it plugged into the ROL port. 

[Mark39]

@Jimmyr2026 how recently was your upgraded service activated?

[Jimmyr2026]

Hi, the upgrade was activated above 11 days ago. 

[Mark39]

@Jimmyr2026 first try turning off your Hub at the plug for 10 minutes. I'm assuming you have Superfast Fibre which is provided via your copper phone cable not via a separate fibre optic cable.

Check whether or not the Voice LED is lit amber or green after the Hub has restarted. If the Voice LED is still off, try plugging your phone into the usual wall socket, rather than the Hub to see if it works there.

If nothing is successful, post back and let us know.

[Jimmyr2026]

Hi Mark39, I just tried that. It didn't work. There's no light are all at the voice, Amber or green. 

[Mark39]

@Jimmyr2026 tried the wall socket as well?

[Jimmyr2026]

@Mark39@mark39, yes I tried that. A technician had already tried that and told me the only connection now was through the sky router. 

[Mark39]

@Jimmyr2026 ok, thanks. And just for the full perspective, have you reported it to Sky already? If so, what did they say?

If you wish, we can ask Sky's messaging team to contact you here so that you can either seek an update or report it via a private online chat, depending,in where things are at.

[Jimmyr2026]

Yes I reported it to sky. I got no where with them. The last person I dealt with there, she spent 20 minutes determined to put the leads in the wrong ports and wouldn't be told differently so I just gave up on them. Thanks for all your help though. 

[Mark39]

@Jimmyr2026 OK, 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/My-post-has-been-escalated/ba-p/3711147#M1014

[LauraMac38]

Thanks @Mark39 for escalating this. We’ve sent @Jimmyr2026 an invite to chat.

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

[Jimmyr2026]

Hi I tried that "bubble" yesterday but I was too late, seems they close earlier in Ireland. Anyway the bubble is gone this morning

[Mark39]

@Jimmyr2026 the chat bubble normally remains available for 48 hours. Try logging out of the Community, and restarting your browser to see if it pops up again. If not, I can alert Sky again, if you wish?

[Jimmyr2026]

Tried that it's still gone.