topic Re: I can make calls. I can't receive calls. Broadband works. in Archive

I can make calls. I can't receive calls. Broadband works.

BillyBarnacle — Tue, 18 Jan 2022 21:01:25 GMT

I can make calls but I can't receive calls. Broadband works. If I try to phone from my mobile it says "number not valid"

Re: I can make calls. I can't receive calls. Broadband works.

Daniel0210 — Tue, 18 Jan 2022 21:04:20 GMT

@BillyBarnacle Is your mobile with Sky because there have been some mobile issues tonight.

Re: I can make calls. I can't receive calls. Broadband works.

BillyBarnacle — Tue, 18 Jan 2022 21:09:17 GMT

@Daniel0210 My mobile is with a different network. Also, when I try to see my Talk Shield settings, it says "something went wrong"

Re: I can make calls. I can't receive calls. Broadband works.

Daniel0210 — Tue, 18 Jan 2022 21:10:47 GMT

@BillyBarnacle Okay, it was worth a try. This link may help you https://www.sky.com/help/diagnostics/fix-problems-with-your-phone/check-your-phone-line If that doesn’t help, post back on here and someone here will be able to escalate your problem to Sky and arrange an online chat in order to check your line. If a fault is detected Sky will pass on your issue to Openreach. You need to be aware Openreach aim to fix reported faults within 3-5 working days (so not including weekends).

Re: I can make calls. I can't receive calls. Broadband works.

BillyBarnacle — Tue, 18 Jan 2022 21:17:47 GMT

@Daniel0210 Thanks, I tried following those suggestions yesterday but they didn't work. I haven't had Sky long and only realised recently that I have yet to receive a call so I'm not sure if it has ever worked since installation. I reset my landline phone to it's default settings hoping that would work but still nothing. Seems strange that I can phone out but can't phone in.

Re: I can make calls. I can't receive calls. Broadband works.

GD1 — Tue, 18 Jan 2022 21:23:20 GMT

@BillyBarnacle I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

Re: I can make calls. I can't receive calls. Broadband works.

Mr+Flibbles+86 — Wed, 19 Jan 2022 10:08:08 GMT

Thank you for escalating this. We have now sent an invite to chat

Re: I can make calls. I can't receive calls. Broadband works.

BillyBarnacle — Mon, 24 Jan 2022 20:49:25 GMT

Hi,

I need to contact the Sky Customer Service Team in order to give them some information about the trouble I have been having receiving calls but this seems easier said than done. Is there an email address I can send this information to?

Kind Regards,

Billy Barnacle

Re: I can make calls. I can't receive calls. Broadband works.

Daniel0210 — Mon, 24 Jan 2022 20:52:53 GMT

@BillyBarnacle No, Sky don't use email to converse with customers. If you already have a Sky Talk landline or a Sky Mobile ring Sky for free by dialling 150. Otherwise you can use this link:
https://www.sky.com/help/home
Scroll down and click on ‘Need more help’ and it provides an 0333 number for UK customers.
If you’re a ROI customer, change the flag in the very bottom corner of the same link to the ROI flag then scroll down to obtain an 0818 number.
Apparently the lines are sometimes quieter just after 7am or about 9pm so it may be worth trying then. Stay on the line and don’t hang up if prompted to.

Did you participate in the chat you were invited into by Sky?

Re: I can make calls. I can't receive calls. Broadband works.

Mark39 — Mon, 24 Jan 2022 20:51:52 GMT

I'll flag your post to Sky and an Community adviser may be able to give you a specific email address to use. As before, look out for the chat bubble - probably tomorrow, now.

Re: I can make calls. I can't receive calls. Broadband works.

GD1 — Mon, 24 Jan 2022 20:53:44 GMT

@BillyBarnacle Are you not responding to the chat requests, your post had been escalated and invites to chat have been sent.

Sky don't use email.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

Re: I can make calls. I can't receive calls. Broadband works.

BillyBarnacle — Mon, 24 Jan 2022 21:10:14 GMT

Hi @GD1

I often finish work late and have a long commute hence the reason my replies to posts have been somewhat sporadic. I'll try calling them first thing in the morning before I head to work.

Kind Regards,

Billy B

Re: I can make calls. I can't receive calls. Broadband works.

BillyBarnacle — Mon, 24 Jan 2022 21:16:36 GMT

Thanks @Mark39

Are the chat bubbles private? I just need to send them dates and times of when various numbers called me and I don't feel right about posting peoples numbers online.

Billy B

Re: I can make calls. I can't receive calls. Broadband works.

GD1 — Mon, 24 Jan 2022 21:19:54 GMT

@BillyBarnacle Chat bubbles are private, you need to clear DPA before they chat. No one on the forum other than you & Sky can see what is posted.

Re: I can make calls. I can't receive calls. Broadband works.

BillyBarnacle — Mon, 24 Jan 2022 21:24:59 GMT

Thanks @GD1

I'll look out for a chat bubble tomorrow.

Billy B

Re: I can make calls. I can't receive calls. Broadband works.

Mr+Flibbles+86 — Tue, 25 Jan 2022 12:21:25 GMT

Thank you for escalating this. We have now sent an invite to chat

Re: I can make calls. I can't receive calls. Broadband works.

Mr+Flibbles+86 — Tue, 25 Jan 2022 17:51:20 GMT

UPDATE - This issue has been raised with the Network team

Re: I can make calls. I can't receive calls. Broadband works.

BillyBarnacle — Tue, 25 Jan 2022 21:58:42 GMT

Hello. I have been asked to clarify what happens when my phone won't receive calls. It gets an engaged tone and the caller receives a number not valid message. The chat bubble is now gone so I'm posting this here.