What does it mean when my phone. says 'please check line chord'. How?

[Howlin'+Wolf]

My phone, which still uses my old BT landline number, now goes through my router.  It has the message 'please check line chord'.  What does that mean?  It is a hands-free phone, the base unit has 2 lines coming out of it.  One line goes to the power supply, the other to the master socket on the wall.  I get no dial tone.  Why won't my phone work?

[Mark39]

It's incorrectly connected, if you have calls via your broadband Hub. The base station needs to be plugged into the phone socket at the back of the Hub, not the wall socket.

[Howlin'+Wolf]

Thanks for the reply Mark.  I tried that, it made no difference,  and I tried 2 different leads.

[Mark39]

Are you new to Sky landline (Talk)? Do you have a white Max Hub or a black one?

[Howlin'+Wolf]

I have a black Sky router

[Howlin'+Wolf]

I am not new to Sky talk and I have a black Sky router

[Mark39]

Is the Voice light on the front panel illuminated? Green or amber? Has your Sky landline worked ok up to now?

[Howlin'+Wolf]

Yes, the voice light on my router is green, but my phone connected to that router has not worked for some time.

[Mark39]

Probably best to report it to Sky.We can ask their messaging team to contact you here so that you can report it via a private online chat, if you wish?

They might ask you to try some additional troubleshooting, including sending a photo of the connections at the back of your Hub, so you may want to take a picture in advance.