landline not working after superfast installation 2 weeks ago

[mags631]

sky stream installed 2 weeks ago by outreach now my land line is dead. I have tried all the suggestions in the app with no change so any other suggestions gratefully received.

[Highlinder]

@mags631  Does your router have a voice light and if so what colour is it?

[mags631]

Hi Highlinder  if you mean the light in the middle of the router then it is light blue

[Mark39]

So you have a white Max Hub. I'm assuming your phone is plugged into your Hub, rather than the wall socket. There's a known issue with the Max Hub which results in delayed activation of the Voice (phone) service. Sky's advice is to contact them to report it, but first try resetting the Hub by pressing the WPS button for 30 seconds.

https://www.sky.com/help/home/sky-talk/fix-problems-with-my-phone/articles/fix-phone-problems-start

I don't know if they can help (they might ask you to call) but we can ask Sky's messaging team to contact you here so that you can report it via a private online chat, if you wish?

[mags631]

Thank you for replying Mark39. I have tried resetting the hub as you suggested to no avail so if you can get them to contact me that would be very helpful. Much obliged.

[Mark39]

OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging tomorrow. 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