topic Re: Landline issue: no outgoing calls in Talk

Landline issue: no outgoing calls

J+Parkes — Wed, 22 Mar 2023 12:45:07 GMT

For some reason I'm unable to perform outgoing calls but incoming calls and broadband are fine; I've checked the service checker and no faults displayed, did the broadband checker and all was fine other then it finding "errors on the line". I've checked all connections and devices and they are still correctly inserted and responding as expected, the router is running fine and broadband is working. The weather has been really bad and I'm guessing it's relating to that. Is there any further information on when this maybe resolved or if it's an known issue at the local exchange etc.?

Re: Landline issue: no outgoing calls

caesarome — Wed, 22 Mar 2023 13:14:32 GMT

@J+Parkes wrote:

I've checked the service checker and no faults displayed, did the broadband checker and all was fine other then it finding "errors on the line".

What did it suggest to do about these errors ?

Re: Landline issue: no outgoing calls

J+Parkes — Wed, 22 Mar 2023 13:22:00 GMT

Just said it's not unusual to have errors on the line and that it could be weather related.

Re: Landline issue: no outgoing calls

J+Parkes — Wed, 22 Mar 2023 13:31:23 GMT

Re: Landline issue: no outgoing calls

caesarome — Wed, 22 Mar 2023 13:42:47 GMT

Have you run the broadband test as per your image ?

Re: Landline issue: no outgoing calls

J+Parkes — Wed, 22 Mar 2023 13:44:58 GMT

No issues with broadband

Re: Landline issue: no outgoing calls

J+Parkes — Wed, 22 Mar 2023 13:49:54 GMT

Re: Landline issue: no outgoing calls

caesarome — Wed, 22 Mar 2023 13:53:25 GMT

To get you some help with this I have escalated your post to the Sky Messaging team who will be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

Re: Landline issue: no outgoing calls

J+Parkes — Fri, 24 Mar 2023 16:18:27 GMT

Small update in case anyone has the same issue... the Openreach engineer came to the property and checked the phone line. They confirmed everything at the property is fine and stated it must be an issue at the local exchange. Upon inspection everything at the exchange was confirmed to be physically fine but an apparent software bug in the system was affecting a cross section of clients on the exchange with sky. We're currently pending an update from sky and hopefully this will be resolved at some point today.

Re: Landline issue: no outgoing calls

J+Parkes — Sun, 26 Mar 2023 09:50:01 GMT

Had a text alert yesterday which can't be replied to stating the issue has been resolved from sky but the landline still has the same issue making outgoing calls and responding to key press'. The order tracking page still says there's an active investigation with Openreach... Ironically just had a call from a possible engineer called "Colin" but due to having talk shield active we couldn't type 1 or * to allow the call to connect. Just had to disable talk shield and we're now awaiting a response since we can't type 1471 to check the last number called.

Re: Landline issue: no outgoing calls

J+Parkes — Wed, 29 Mar 2023 11:52:05 GMT

Is there any way of getting an update regarding this or if it's in progress to be resolved... openreach stated on the 22nd March that the fault was due to a software bug directly with sky. Sky sent a text to say it's been resolved but it's still not working for outgoing calls. I've checked the order tracking page and it says there's still an investigation in place by openreach.

Re: Landline issue: no outgoing calls

Mark39 — Wed, 29 Mar 2023 13:25:54 GMT

We can alert the messaging team, as before, if you wish.

Re: Landline issue: no outgoing calls

J+Parkes — Wed, 29 Mar 2023 13:28:12 GMT

If you could, that would be helpful... thanks.

Re: Landline issue: no outgoing calls

Mark39 — Wed, 29 Mar 2023 13:36:31 GMT

OK, I've alerted Sky and a Community adviser may be able to help you via private, online messaging later today. See @caesarome's previous post if you need a reminder of how it works.

Re: Landline issue: no outgoing calls

Addie15 — Wed, 29 Mar 2023 13:36:38 GMT

Hiya, thank you for escalating this. We have sent an invite to J+Parkes.

Re: Landline issue: no outgoing calls

Mark39 — Wed, 29 Mar 2023 13:38:21 GMT

Thanks @Addie15 you picked that up incredibly quickly 😀

Re: Landline issue: no outgoing calls

J+Parkes — Wed, 29 Mar 2023 16:13:10 GMT

Well looks like sky are unsure of the fault... the openreach engineer plugged his diagnostic device directly into the landline socket and it wasn't able to dial any number. Dispite this sky requested me to take photo's of the socket and setup... from the above information and what the openreach engineer stated it has to be an external fault or something more then the setup within the property because it didn't work on his device.

Re: Landline issue: no outgoing calls

J+Parkes — Thu, 30 Mar 2023 09:34:01 GMT

The issue seems to have been resolved and the line is finally allowing us to dial outgoing calls again. Just for others which have had a similar issue; sky did their various software resets and the issue was still occurring... we had to contact them to get the update and after a lot of messing about last night (things which just weren't needed to be done again such as checking with alternative phones even though this was done on day one and moving the furniture again since we did it for the Openreach engineer in advance to make it more accessible which basically involved moving sofa's and living room furniture twice which was excessive to actually take a nonsensical photo of a standard Openreach socket with a microfilter attached despite it obviously being confirmed to be an outside line issue by Openreach and their diagnostic machine and confirmed our issue with the inability to register a key press on their machine and our phone) they then re-escallated it back to Openreach to investigate the outside line/exchange etc. and we've not actually been officially updated or contacted since but checked the phone today (as we have every day) and it's now working. Will obvious have to check it's stable and working for awhile to be 100% sure but seems to be responding fine now.

Hopefully more information to follow as to what the fault ended up being but seems like it's most likely between the sky software resets and something to do with the exchange.