telephone not working

[Eddie40]

I have bought and connected up a new computer, but since then the telephone line is not working properly.  When I call out, it sounds like the dialling tone and is not connecting and for calls in, it sounds the old sound you used to get when connecting to the internet (fast clicking sound). I have checked the connections (which have not been touched) and have turned off the computer and the telephones, but that has not made any difference

[Mark39]

Are you new to Sky Broadband/Talk, or recently changed your broadband package? If neither, is your phone plugged into the wall socket? Has it worked ok up to now? 

[Eddie40]

Mark

We have been with Sky for ages and have had no problems.  All the leads are plugged in properly and the telephone has been switched on and off, the broadband is working fine and there is a dialling tone. 

I got a new computer yesterday and connected that up.  Given that you can't plug anything in incorrectly, I cannot see how that is the problem, but it seems like too much of a coincidence.   When I ring out, you can hear the phone entering the numbers, but then it goes straight back to the dialling tone.

[Mark39]

No, I also doubt it's anything to do with your new computer. It would still be helpful to know if your phone is plugged into a wall socket (as opposed to your broadband Hub), and if so, does your wall socket have separate ports for broadband and phone, or just the one port? And if it's one, is it plugged in via a microfilter?

[Eddie40]

The phone line is plugged into a separate port to the broadband and it has a built in microfilter

[Mark39]

Ok, try the simple connection test here even if your broadband is ok, just because it might detect a fault, and is easy to do. 

https://www.sky.com/help/articles/broadband-diagnostic-start-t2

If it doesn't,  you'll need to report it to Sky. 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.

[Eddie40]

Mark

Thanks for this. I have done all the checks that I can and have reported it to Sky.  They say someone will look at it within 72 hours (!), but I don't know how they are going to let me know the outcome of their investigations.

[Mark39]

Hopefully it will be fixed on Openreach's first attendance within 72 hours. Either way, they should let you know, usually by text message.

[Eddie40]

Thanks Mark. I wish I shared your confidence! 

I don't know how they are going to text me without knowing my mobile number and it does my head in that you can't get to actually speak to a living person!

[Mark39]

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@Eddie40 wrote:

....it does my head in that you can't get to actually speak to a living person!

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Sky don't make it easy, but you can certainly do that. If you're having difficulty, just don't respond to the call answering bot and eventually you'll be given the opportunity to speak to a (living!) adviser.

Or if you post here, we may be able to ask Sky's messaging team (they're not bots) to help.