Letter from Sky re Phone Line

Westie123

Hello,

Last year I got Sky installed with multiroom and have had both boxes connected to the phone line all the time. On both boxes it shows that both are connected when I perform a system check. Yesterday I received a letter from Sky telling me that not all of my boxes were connected to the phone line. I followed the instructions in the letter to do a call-back, ie using the "hidden menu" 401 select and entering 142 in the dialing prefix. the sky+ box worked fine but the standard box says that the call-back is in progress but at the end says that the "prefix update failed". I phoned Sky last night and went through the usual checks but no good. They said that they would do some type of manual check on the line and I am to phone back Thursday night to pursue this further.
Would anyone have an idea what might be causing this problem? Sky are telling me that I now have a "violation" despite the fact that both phone lines are connected. Could I have a faulty box? Any ideas would be welcome.

Thanks.

steelbar

Watch out if they send an engineer to check, you will be charged €100 per box.

The Sparrow

Do you have broadband? it might be a router or something messing up the line. That was my problem and after getting the dreaded letter I attached broadband filters to my phoneline and then I could do the call back.

Hope that helps.

kbell

Hmm, Have you a DSL filter on the line that the 2nd box is plugged into, it may well be interfering with the call back.
The boxes modem could be knackered either.
Is it an old Digibox??
Try a callback from the line that your Sky+ box is pluged into.
This will show if it's the modem is at fault.

curryman

Also check to see if your phone number is ex directory as this also stops sky from confirming both boxs are at the same address.I recieved two or three letters from them over the same problem. you may need to reenter the prefix code again as i did 3 times. ring sky and ask them to do call backs to the boxs so that they at least know both boxs are connected to a phone line until you can resolve the problem

watty

Plug a phone in instead of Sky box using a ]=[ back to back socket to use existing wiring. See if you can dialout and what noise level is like.

Bend up clip slightly on the plug on both ends of cable to ensure the plug "clicks in" well to the socket.

Westie123

Hi,

Thanks to all who took the trouble to reply. The suggestion to put a phone on the sky box line and checking the broadband filters pointed me to what was wrong. It turns out that the box line and my landline phone were plugged into a double adapter which then fed through a single DSL filter to the phone socket. Putting a separate filter on each line before they merged fixed the problem.

Again thanks to all.

alan18

you don't call them back let them call you. let them pay for the call