landline not working

[Jen263]

can't call or recive calls. cable and everything looks fine, even tried another other phone and it's still the same.

[Mark39 · Accepted solution]

Are you new to Sky broadband  /Talk? If so when was your service activated? Is your phone plugged into your broadband Hub?

[Jen263]

Be with sky for 12years and not connected to the internet.  

[Jen263]

(not connected to the internet for calls) but have internet all working

[Mark39]

@Jen263 try Sky's simple connection test here, even if your broadband is working ok: https://www.sky.com/help/articles/broadband-diagnostic-start

Let us know the outcome.

If it doesn't detect a fault, it's best reported to Sky. We can ask Sky's messaging team to contact you here tomorrow so that you can do so via a private online chat, if you wish?

[Jen263]

Still can't make or recieve calls on my landline.  It is NOT connected to the internet hub as it's still connected to the old way, have been with sky for 12 years.  The internet is running as it should be so just my phoneline is the problem.  Have done everything that is on here for help and getting no where.  Have even connected a brand new phone and another phone and still the same.  (Not able to call or recive calls) When I try to ring out my phone says "Please check the line cord"  have done that and all looks fine.  Very frustating.

[Mark39]

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@Mark39 wrote:

@Jen263 try Sky's simple connection test here, even if your broadband is working ok: https://www.sky.com/help/articles/broadband-diagnostic-start

Let us know the outcome.

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[Daniel0210]

@Jen263 

I have merged your latest post into your original thread to give some continuity to your issue. Answering the question from @Mark39 will help us to best advise you. 

[Jen263]

I did this is comes up with in home network-looks like a problem. Then clicked "fix problem" and then all comes back fine (three green ticks)

[Jen263]

The internet and network is working but still no phoneline still says "Please check the line cord"

[Daniel0210]

@Jen263 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Greenfingers001]

Thanks for escalating this. We’ve sent @Jen263 an invite to chat.

[KTSK]

Can anyone help escalate a landline issue to Sky, their online is not good and sends me round in circles.  My broadband is totally fine.  Phone line is totally dead and phone is saying "check lines.  I've checked an old phone in the master socket and still dead, so pretty sure it's an external issue.  I've had this numerous times.  Sky are so hard to get hold of, my mobile is not with Sky so begrudge ringing and being charged!  Anyway it can be escalated for testing online? Or arrange for them to call me?  Thanks.

[caesarome]

@KTSK 

Does your broadband hub have a voice light that is lit, if so have you plugged your phone connection into the back of it ?

[KTSK]

Hi, I have an older router, I'll go and check but I don't think I have a voice light on mine.  I've plugged an old wired phone into the master socket at the front of the house and that line is dead too, so think it's the phone line into the house.