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Call troubleshooting

Fix problems with your phone

If you’re having difficulty making or receiving calls, there are three steps you can take to fix the problem.

  • 1. Check service status

    Firstly please check for any problems affecting our network:

    > Check service status

    You'll need your Sky Talk phone number or Sky iD to sign in. If you don't have your username or password handy don't worry you can retrieve them online.

  • 2. Check dial tone

    Lift your telephone receiver to your ear and check whether you have a dial tone. If you can't hear a dial tone, you should check :

    • The phone line hasn't been accidentally pulled from the socket or damaged
    • The volume hasn't been turned down on your phone
    • The telephone is plugged in to the power socket
    • If you have a cordless phone, make sure the base unit is plugged in and your phone is fully charged
    • If you have more than one telephone in your house, check that none of them are off the hook.

    Once you've done this, try plugging a different phone into the master socket if you have one available. 
    Your master socket is usually located where the telephone line comes into the premises, and often has a horizontal line running across it.

    If you hear a dial tone with a different phone, the problem is likely to be with your handset.

  • 3. Unplug all equipment from the phone line

    Unplug all equipment from your phone line. These can include:

    • Telephones, fax machines, computers
    • Sky boxes, your broadband router, microfilters for your broadband connection
    • Extension leads, adaptors, double adaptors.

    Once you’ve unplugged all your equipment, try plugging a working phone directly into the master phone socket. This is usually located where the telephone line comes into the premises.

    If this has fixed the issue, then plug each piece of equipment back in one by one, checking the phone line each time to see if a fault occurs.

    If you've plugged in your equipment and there's still a problem, please contact the manufacturer of the faulty equipment.

  • Contact us

    If you’ve tried the steps above and you're still having problems with your Sky Talk service, please call us and speak to one of our Sky experts:

    If you live in the UK, call us on:
    03442 411 653

    If you live in the Republic of Ireland call us on:
    0818 719 819

    Calls to 03 numbers cost the same as calls to 01 or 02 numbers and are included in your calls package. If you don’t have a calls package, charges may apply, check your provider’s tariff guide. Calls in the Republic of Ireland cost up to 5.3c /min (plus 9.7c connection fee) for Eircom customers. Calls from other providers will vary.