Ultrafast and phone line

Hello everybody, I am hoping that you can assist me, we had ultrafast installed on the 4th October with Sky, now my problem and I am really fed up with it, I am still waiting for open reach to activate the phone line, Sky are telling me that open reach are saying 72 hrs and it will be activated, I am still waiting, I have spoken to sky and they say for what ever reason open reach are dragging there heels, surely i would have thought that my phone line that plugs into the back of the sky max white hub would have been activated by now. I have contacted my previous ISP and they say that they now have no broadband or phone line with them its all turned off. Open reach are not interested saying go to your provider, open reach seem to have a massive monopoly with most of the providers, the only reason i have need of phone line so that my elderly parents like to contact me that way as they dont have mobile phones, sorry to go on but any help would be appreciated thanks

You now have a broadband service from Sky and they are providing a Voip phone service to your router, so it's up to Sky to get this working, not Openreach so trying to talk to them will not help.

Is the problem the fact that your phone number has not transferred yet, as Sky are the gaining provider for the phone service it is totally their problem to get it fixed. You will probably just have to wait and hope for the best as they seem to be saying it is Openreach causing the delay and Sky are not doing anything about it.

In reply to a post by Realalemadrid:

as they seem to be saying it is Openreach causing the delay and Sky are not doing anything about it.

I would call on a weekday for more experienced contact centre staff.

As the others have posted … your new VOIP service is entirely the responsibility of Sky.

If you don’t get any joy tomorrow, ask to speak with the call handlers superior.

Many thanks for all of your replies, Sky are saying to me that there waiting for Open reach for the phone line activation, would I then assume that it could be Sky are waiting for the line to be transferred to them by Open reach, someone at Sky seems to be lying, now on my copper bt landline i am still getting a dialling tone, is this normal or is that my previous provider still has the landline, i always ring Sky during the week but its just like your not getting anywhere with them, thanks for your help

In reply to a post by elposty:

Many thanks for all of your replies, Sky are saying to me that there waiting for Open reach for the phone line activation.

Don't assume contact centre staff are lying, they are likely just misinformed.

Who was your OLD telephone provider before you moved to Sky?

Vodafone just standard broadband and a phone line

In reply to a post by elposty:

...
the only reason i have need of phone line so that my elderly parents like to contact me that way as they dont have mobile phones, sorry to go on but any help would be appreciated thanks

Why can they not call your mobile number?

We call them on our mobile, to there landline, if they call our mobile they will be charged more tha is why, they are elderly

But not having the VoIP line does NOT stop them calling you if they need to.

Presumably you had Vodafone telephone and broadband previously and asked Sky for the number to be ported at the same time Sky were providing you with FTTP via Openreach.
The phone number , even if it were previously a ‘BT’ number ported to Vodafone in the past has nothing to do with Openreach , if its not working via your Sky router , then regardless of the problem being Sky or Vodafone ( the only places the problem really can be ) , it’s Sky responsibility to resolve, unfortunately the easiest thing for them to do is apportion ‘blame’ elsewhere, your response to that should be that you pay Sky , no one else , for this service, so Sky should be fixing it .

In reply to a post by elposty:

Hello everybody, I am hoping that you can assist me, we had ultrafast installed on the 4th October with Sky, now my problem and I am really fed up with it, I am still waiting for open reach to activate the phone line, Sky are telling me that open reach are saying 72 hrs and it will be activated, I am still waiting

Is your phone service "active", i.e. can you make outgoing calls, and the only problem is that you cannot receive inbound calls on your old number?

Then it's an issue with number porting between providers, and as others have said, it's for Sky to resolve this. This *can* take days to resolve - I've seen it take days with mobile number porting too.

I'm not sure if the compensation arrangements for faults and delayed activation apply to voice services as well as the underlying broadband, but you should ask anyway.

But IMO the best long-term solution (which you can consider next time you change providers) is to port the voice number to an independent VOIP provider. You can then move your broadband whenever you like with no risk of interruption to your voice service - which gives you a much wider choice of broadband providers - and you can receive calls on your UK voice number wherever you are in the world.

@elposty,

Have you thought about taking control (with their permission, of course) their phone line and finding them a package that allows them either a set (rather large) number of minutes or unlimited calls to mobiles??? That is what I did with my elderly parents and I saved them some money!! Win, win as they say....

HTH,

My wife and I are in our mid 70s. We do pay for a £2.70 a month VOIP line with AAISP which allows my sister to call: her husband is a retired BT engineer. The rest of our extended family choose to use FaceTime. it is convenient; easy to use and free.

For outgoing calls to non family memberss, we use a mobile phone on a £2.50 a month unlimited calls plan backed up with wifi calling.

Thanks for the info, got a call from Sky today stating that it has been pinged across today, and should be activated today,at this moment phone line not working at all either incoming or outgoing, I will take advice looking at getting something else, as i see that the porting issue is a problem.

That is spot on, seems i have been told a few white lies.