Sky FTTC with internet calls - new connection issue

MIL recently moved into a retirement flat. The flat was built about 10 yrs ago and was pre wired for phone lines but we believe the previous owner never had a phone connected. After an aborted cityfibre connection ( no route into flat) sky offered a FTTC connection which should have gone live yesterday.

I’ve never used this product and am after some fault finding advice.. There is no broadband or phone connection light on the router. The instructions say to plug the cord directly into the socket with no filter ( I assume this is correct with internet calls). Is there any way to test if the connection is actually there I.e. we have a complete connection back to the exchange without calling a sky engineer out? We could do without yet another few weeks delay after the cityfibre wait.

Edited by rwbarrett (Tue 02-Sep-25 08:35:38)

In reply to a post by rwbarrett:

The instructions say to plug the cord directly into the socket with no filter

Which cord? Router or phone? This is confusing.

Perhaps you can tell us exactly what you have connected and how? Tell us what socket your service is delivered on too.

There is a possibility that it is set up wrong, but also that the wrong line to the flat has been connected at the street cabinet.

My advice would be to have Sky send out an engineer to check the set up, and/or resolve any external issues.

Thanks - I expect you are correct. Sky has been super responsive this morning and is sending out an engineer this afternoon to resolve . Will let you know what they find.

Post deleted by rwbarrett

Edited by rwbarrett (Tue 02-Sep-25 12:04:13)

The only cable connection to the phone master socket (single port openreach type) is the internet cable. The phone connects to the router. However Sky have been very proactive and are sending someone out this afternoon to try and resolve the issue.

No connection at the flat - Openreach booked for Thursday to try and resolve - that's two providers via two different connections (cityfibre and openreach) that told us they could connect and have not been able to. Lets hope Openreach resolves it.

So there is Digital Voice already enabled?

There can’t be with no internet connection but yes once that is resolved the phone is via the router not the phone socket.

That's ok. You may not have understood the concept. I have a phone socket in the back of my modem/router but no DV.