Unable to hear other party's voice on phone

[Patty1941]

Hope someone can help me. When using my landline phone whether for an outgoing call or an incoming call, the other party is able to hear my voice but I'm unable to hear theirs. I have tried using a different handset, have checked the lights on the router and gone through the troubleshooting checklist on the Sky website but all to no avail. Can anyone help me?

[Highlinder]

@Patty1941  Has this happened as you have changed broadband and phone package. You mentioned lights on the router, does your router have a voice light?

[Patty1941]

Hi. thanks for your reply. No I haven't changed broadband or phone for a few years. Yes the voice lights are on on the router.

[Highlinder]

@Patty1941Is your phone plugged into the back of the router if there is a voice light on the router?

[Patty1941]

sorry I gave you the wrong info. My router doesnt have a voice light. I have attached a photo of my router.

[caesarome]

@Patty1941 

To get you some help with this I have escalated your post to the Sky Messaging team who will be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to 24 hours to be contacted via this.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Patty1941]

Hi. I have not yet received any blue/red bubble at the bottom of the screen. Can anyone please help me?

[caesarome]

I have alerted Sky again for you, so it should appear sometime later today.

[Patty1941]

thank you

[Patty1941]

Hello. I still haven't received anything from Sky. Please can you help me?

[caesarome]

I have tried again for you but if they don't contact you today you will have to find a way to report this to Sky yourself.

[Mr+Flibbles+86]

Thank you for escalating this. We have sent an invite to chat

[Greenfingers001]

Update – We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂