landline disconnected in error

[DearestDilly]

On 4/9/23. an audible message on the router stated that the landline is disconnected. The router is set up correctly, Broadband works and there are no area faults. I have  tried all avenues to have the problem corrected, but even the Head Office has the same recorded message as all the other phone numbers. I do not have the facilities to photograph the back of the router, but it is correct. The lack of a landline has meant that health care professionals have been unable to contact me, but more alarming is that should I fall again, Lifeline 24 will be unable to speak to me to arrange help.

How can I speak to a HUMAN BEING, to reinstall the landline, as I am extremely worried 

[Mark39]

Which of the routers pictured here do you have?

https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/setting-up-my-sky-hub/articl...

What is the message you hear when you try to make,a call?

Does your phone have a dial tone

[DearestDilly]

There is no dial tone, just the few 'bleeps' of the number selected 

[DearestDilly]

There has been no change in the phone hub for years, the broadband is not affected

[caesarome]

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@Mark39 wrote:

Which of the routers pictured here do you have?

https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-hub/setting-up-my-sky-hub/articl...

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[Mark39]

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@DearestDilly wrote:

On 4/9/23. an audible message on the router stated that the landline is disconnected. 

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Still trying to understand what's happening here. Can you explain the above a bit further? So far as I'm aware the router isn't capable of generating an audible message.

[DearestDilly]

Thank you very much for your help.

There is an intermittant female voice warning that the line is disconnected. The main phone and hub are together in the hall, close to the telephone socket. The message is not associated with any attempted outgoing calls and is heard most often very late at night/early hours of the morning. so I am never close enough to identify the source of the message.

[GD1]

@DearestDilly  It's most likely the lifeline system is providing that voice message  (if it's connected to your landline?) as you mentuoned you have this.  It's certainly not the router you have, there is also a possibility depending on the phone type you have that's playing the message.

The question I ask is does your phone allow you to make outgoing calls at all?  Can you hear a dial tone?

[DearestDilly]

I can't make or receive telephone calls

[GD1]

@DearestDilly  Is there a dial tone at all?  When was the last time you could use the phone/landline?

[DearestDilly]

There is no dial tone and I last used the phone on 4/9/23 

[GD1]

@DearestDilly To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.  It will be tomorrow at the earliest so please check back tomorrow.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Dearest Dilly.

[Lisa-P1987]

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

[DearestDilly · Accepted solution]

A huge thank you to everyone who sought to understand, and to provide a solution to the problem of my disconnected land line. I was contacted by the Sky Welfare team yesterday and Outreach reinstated the line this morning. RESULT!