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Fix problems with your phone

Is there a problem with the network?

If you're having difficulty making or receiving calls there may be an issue with the telephone network. Check our Service Status page to see if there are any known problems in your area. If this is the case, our engineers will be working on fixing the problem, so please try again later.

If there are no problems listed on the Service Status page, there may be an issue with your telephone or home telephone line. Read our guide below to see what you can do to resolve your problem.

Check the dial tone

If you're having problems with making or receiving calls, check the dial tone. Lift the receiver to your ear, but don't dial a number yet. You should hear a steady, buzzing/purring sound.

If you cannot hear a dial tone, check that the phone line hasn't been pulled from the socket accidentally or damaged. Moving furniture can sometimes dislodge or crush wires, and in some cases damp in the walls can cause rust or damage to the socket or wiring, which will affect the connection.

Check that there is no damage to the telephone. If you have more than one, try a different phone in the master socket. If you hear a dial tone with a different phone, the problem may be with your handset. You may need to repair or replace this.

If you can hear a dial tone, but are still having problems, move onto the next section below.

Check your phone connections

If you are having connection problems, such as the line being cut off during a call, the sound being very faint, noise/interference on the line or other line quality issues, try to isolate the problem.

If you have more than one phone connected to your home telephone line, check that none of them are off the hook. Ensure any telephone or power cables are securely plugged in to the correct sockets, and if you have a cordless telephone make sure that any batteries are charged. If there are volume settings, make sure these are not turned right down, and that each phone is set to an audible, comfortable level.

Unplug all equipment from the phone line

Unplug all devices plugged into your phone line. These may include:

  • Telephones, fax machines, computers
  • Sky boxes, Microfilters for your broadband internet connection, ADSL modem/router
  • Extension leads, adaptors/double adaptors

If you have one available to you, try plugging a working phone into the master phone socket. This is usually located where the telephone line comes into the premises.

If this has resolved the issue, then replace each piece of equipment one by one, checking the phone line each time to see if a fault occurs. If this reveals one of your pieces of equipment to be causing the problem, please contact the manufacturer of the faulty equipment.

Check recent building/maintenance work in or near your home

Have you or a neighbour had maintenance work carried out before your Sky Talk service stopped working correctly? This could be the cause of the problem. Such work could include:

  • A new installation, changing your equipment or telephone supplier.
  • Internal building or decorating work that may have damaged or dislodged a line.
  • External building work or gardening (such as tree surgery) that may have damaged the phone line coming into your house.

If you have had building or other work done, it may be worth contacting the company that carried out the work to see if they are aware of any possible damage to the phone line.

If you cannot find any problems with your equipment, but continue to experience problems with Sky Talk, please contact us.

Crossed lines, constant ringing, silent calls and other issues

If you have problems during a call, such as crossed lines (hearing another conversation while you're on the phone), wrong numbers or one way transmission (one person on the call can hear the conversation but the other cannot), this can often be solved by simply hanging up and redialling. If the problem persists, please contact Sky.

If you have ongoing problems, such as a permanent engaged tone (always hearing the engaged tone when you attempt to call), the phone ringing continuously or only ringing once then stopping, it's possible you are having problems with a nuisance caller automatically dialling your number or there is a problem with the line. See our article on Nuisance and malicious phone calls or contact us for further help.

Please note that some call features are free for Sky Talk Line Rental customers, but some optional extras are available for a little extra. Charges for extra services are added to your Sky bill and can be viewed online or on your TV at any time. For a full list of our latest features and prices, please see our Sky Talk Call Features page.