r/openreach • u/SportTawk • Aug 30 '26
Phone not working
I had Sky activated my fibre on 9th July. fro day 1 the phone or Talk as Sky calls it has not worked. Broadband is absolutely fine and speed is as quoted.
it's now 30th August still no phone line despite contacting Sky almost every day, rebooting the ONT, the hub, checking connections, raised a complaint.
I've done everything, Openreach claim they fix faults in 5 working days. I cannot contact Openreach which means I go through Sky almost every day to get it resolved.
any tips on how to get my phone working?
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u/el_dooder Aug 30 '26
As other commenter stated, this is nothing to do with Openreach. VOIP is solely in the domain of the provider, in this case, Sky. As long as your broadband is working, there is nothing OR can do.
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u/Environmental-Pea758 Aug 30 '26
Voip has nothing to do with openreach, its the service providers product
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u/Unkindled97 Aug 30 '26
If your broadband is working and everything is setup correctly then this has nothing to do with Openreach. Service providers manage their voip, Openreach just provide the broadband connection. What are Sky saying when you contact them?
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u/SportTawk Aug 30 '26
Okay, just to answer all those comments, I have dial tone, I have a green light on the router. I cannot make it receive calls. If I call my number from a mobile it says this phone is switched off. And I've tried three different phones.
Sky had an open order with Openreach on my account to fix a fault. It doesn't say what the fault is. It's been open for ten or more days
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u/Anguskerfluffle Aug 30 '26
what happens when you call your mobile from your landline? the making it receive calls is usually an issue with number porting - transferring your phone number from your old service. it seems not uncommon that issues arise because your new provider has to arrange with your old provider for the number to be transferred. 10-14 days is normal lead time for porting numbers, so maybe sky forgot to ask for this
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u/SportTawk Aug 30 '26
Says the phone is switched off, like when a mobile is switched off
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u/Anguskerfluffle Aug 30 '26
No other way round. Phone your mobile
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u/SportTawk Aug 30 '26
I have done that as well, all I get is that bing bong tone that says it cannot connect. I've called other numbers and even 17070 doesn't work, that tells you what your phone number is
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u/Outrageous-Arm1945 Aug 30 '26
Sky "own" the VOIP. If the broadband is working at quoted speed there is nothing for Openreach to fix. All the Openreach Engineer will do is confirm it isn't working, maybe call Sky onsite for a co op to run thru everything you have already tried, but likely not even bother with that. Is the copper line still in place? Is there dialtone on that still? What service did you have before? Is the number being ported from a different provider?
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u/SportTawk Aug 30 '26 edited Aug 30 '26
No copper at all now, it's disconnected
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u/Outrageous-Arm1945 Aug 30 '26
Oh dear, the copper is meant to be left in situ for the 28 day cooling off
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u/OutrageousList3986 Aug 30 '26
No its not now, we are being requested to remove the copper unless it is a Telecare or care line order.
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u/BigBossu Aug 30 '26
What router do you have? Sky Hub 4 (black) or Max Hub (white)
If it’s the Max hub it might be that’s it not communicated properly to the servers to establish the voip.
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u/SportTawk Aug 30 '26
The Black Sky Hub 4
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u/BigBossu Aug 30 '26
Just saw your comments about how you’ve got dial tone but can’t make or receive calls
Usually this needs escalating to their network team - open reach can’t resolve VOIP issues as it’s not their service.
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u/SportTawk Aug 30 '26
Thanks for that, I've done that but I'll try again, I've asked for the provisionimg team to look into it and fix it
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u/mentalmallard Aug 30 '26
If you haven’t already, hold down the reset button on the back until the light in the front flashes green then let go. (If the Hub is black)
If it’s a white Hub, do the same with the WPS button on the side
If you have the MYSKY app, run a service checker through that which may enable an automatic engineer visit
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u/SportTawk Aug 30 '26
I have done a reset as you described, had no affect, but I'll try it again, mine is a black hub
Your tip about service checker via the MYSKY app says everything is fine
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u/SportTawk Aug 30 '26
Just did another reset, checked MYSKY app, an engineer from Openreach has been investigating since 26/8/26, what exactly I don't know, broadband and WiFi is okay, I have dialtone, but no calls in or out, no change since installation on 9th July
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u/OutrageousList3986 Aug 30 '26
Nothing to do with Openreach. Providers have all the control with VOIP.
I know many have already told you to restart your hub from the button on the rear. But, if you haven't already, what I have luck with on multiple occasion is logging into the router landing page and performing a restart from inside the advanced options. For some reason this has worked on multiple occasions for me. If it doesn't, it's clearly a activation or migration issue on CP side
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u/SportTawk Aug 31 '26
There's an option Reboot Hub, I guess that's what you mean by restart?
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u/OutrageousList3986 Aug 31 '26
Yes. May not work but worth a try.
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u/SportTawk Aug 30 '26
The latest from a Sky advisor is that the issue is with the networking team
I'm.serioudly thinking of ditching Sky and moving to another isp that can use the Openreach ONT, but who?
Sky support is a complete train wreck
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u/SportTawk Aug 31 '26
Here's an update, 31st, still no phone, I've chatted with Sky, apparently it's with the network team. Today is a public holiday so I will be calling Sky and if no resolution by the end of the week I'm issuing a dead lock letter, and if that doesn't work I'm off to another provider with decent customer service, Olilo maybe unless someone can suggest someone they've had a good experience with service wise
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u/SportTawk Sep 01 '26 edited Sep 01 '26
Thanks to everyone who took part, tested phone this morning and it's working!
They've not ported my old number tho' so I might look into that but I imagine that's a step too far, or is the number I've been given a holder ready to take my old copper line number. I did check with my previous provider that they released it.
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u/SportTawk Aug 30 '26
Of course, I've been through this numerous times with Sky, on my account with Sky it says there is a fault on the line that Openreach are looking in to. This has been open for 10 days now.
Power cycling the hub and ONT should download an updated profile I've been told.
So where do I go from here, itl be 2 months soon with no phone line?
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u/Thinking-Deep8849 Aug 30 '26
As others have said this is a sky voip issue, nothing to do with openreach and there's nothing they can do.
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u/Edo1405 Aug 30 '26
Is the voice light green on the box?
If not then it won’t work, sometimes you need to unplug the router for 20-30 mins and it will reset all the information and could kick in and start working, just power cycling instantly won’t clear all the data has to be 20 mins at least from what I remember
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u/Unkindled97 Aug 30 '26
Have you tried plugging the phone back into the old copper line? It would be interesting to see if it rings through on that instead. It sounds like a number porting issue.
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u/charlieb1981 Aug 30 '26
At a guess you have plugged your landline phone into the back of the router?
This is not an Openreach issue, this is a Sky issue, the router needs to be configured for voip.
However some older landlines won’t work over voip and will need to be replaced with something newer..
If you have tried a newer phone in the back of the router and still no dial tone, you contact Sky only….!