topic Re: Dial tone, but "number dialed not recognised" and ringing from mobile?? in Talk

Dial tone, but "number dialed not recognised" and ringing from mobile??

Adethecake — Tue, 10 May 2022 18:33:10 GMT

We used to have line rental from BT and calls via Sky and recently changed our package to include Sky line rental (also upgraded to Sky Q and Superfast Broadband).

Our go live date was 26/04/22.

On 29/04 I tried to make a call from the land-line, got a dial tone but the call wouldn't go through "the number dialed could not be recognised..." I rang the land-line from my mobile, it rings on the mobile, but not at home. So I reported it to Sky.

03/05/22 Openreach engineer comes out, line and socket all physically sound, problem is with the provider - Sky. Reported the findings to Sky.

09/05/22 called Sky again as no one had been in touch

10/05/22 finally got a call back and that the issue had been re-raised. And had a text confirming.

Had a text earlier saying the fault is fixed.

Guess what, it isn't!!!

I've tried cordless and corded phones and as Openreach said the line and socket are sound.

I'm at my wits end, each call to Sky is around 45 minutes and I have to go through the issue from start to finish each time.

I've been with Sky over 15 years and never had an issue. I can now see why people get frustrated!

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Highlinder — Tue, 10 May 2022 19:05:55 GMT

@AdethecakeWhich router did Sky give you for your superfast broadband from the link below.

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Adethecake — Tue, 10 May 2022 19:15:09 GMT

@Highlinder Hi, they sent us a Broadband Hub

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Adethecake — Tue, 10 May 2022 19:21:25 GMT

Oh, I should add the broadband is working fine.

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Highlinder — Tue, 10 May 2022 19:43:15 GMT

@AdethecakeDoes your router have a voice light on it and is it on?

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Highlinder — Tue, 10 May 2022 19:44:03 GMT

duplicate post.

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Adethecake — Tue, 10 May 2022 19:59:50 GMT

It has a voice light, but it's not lit (I have tried connecting direct to the router "just in case") the Sky advisor today did check, we don't have Internet calls.

It's really bizarre, the ringtone is there, but it just won't complete the call, in or out.

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Adethecake — Tue, 10 May 2022 20:12:38 GMT

@Highlinder sorry, forgot to tag you in the above, still finding me feet here

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Highlinder — Tue, 10 May 2022 20:38:31 GMT

@AdethecakeIf you don't have internet calls and your phone is not working in the filter in the socket, then there is a fault if you have no dial tone.

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Adethecake — Tue, 10 May 2022 20:59:55 GMT

@Highlinder we have a dual port socket - no filter required, we do have a dial tone but when dialing a number there's "the number dialed is not recognised "

Too right there's a fault, it worked perfectly fine with BT, the only thing that's changed is swapping the line rental to Sky.

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Highlinder — Tue, 10 May 2022 21:44:32 GMT

@AdethecakeIs the number that you are trying to call local or national?

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Adethecake — Wed, 11 May 2022 07:34:00 GMT

@Highlinder from the land-line, I have tried; local, national, mobile and even the speaking clock and NHS 111, all are "number dialed is not recognised..."

And if I call the land-line from my mobile, I can hear the line ringing on my mobile, but nothing on the home phone.

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Highlinder — Wed, 11 May 2022 09:11:50 GMT

@Adethecake I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Adethecake — Wed, 11 May 2022 09:17:37 GMT

@Highlinder Cheers 🍻

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Tom-W19 — Thu, 12 May 2022 11:06:24 GMT

Thanks for escalating. We've sent an invite to Adethecake.

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

Adethecake — Mon, 16 May 2022 12:14:45 GMT

Well, after 20 days without a working landline, its finally fixed!!!!

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

JaySky73 — Sun, 13 Nov 2022 19:37:39 GMT

Hi @Adethecake, what was done in the end to resolve your issue?

Was this something Sky resolved or Openreach? I have the exact same problem - switched from Plusnet to Sky last month & just realised that my home phone no longer works. I get "the number dialed could not be recognised..." when trying to call out from the land-line and if I ring the land-line from my mobile, it rings on the mobile, but not at home.

@Highlinder and/or @Tom-W19, is this something you can assist with please in getting escalated/resolved or do I need to go through the pain of a 45 minute call to get through to Sky?

Very frustrated, as the switchover to Sky was already delayed due to Openreach unable to route my broadband to the cabinet (so I was paying higher out-of-contract bills with Plusnet whilst waiting for it be resolved) and now this. Puts you off switching to Sky.

Any assistance would be much appreciated.

Regards.

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

GD1 — Sun, 13 Nov 2022 19:45:11 GMT

@JaySky73 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.

Be reassured the email & message is from Sky and your details are safe and secure.
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.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

caesarome — Sun, 13 Nov 2022 19:43:41 GMT

@JaySky73 wrote:

Hi @Adethecake, what was done in the end to resolve your issue?

Was this something Sky resolved or Openreach? I have the exact same problem - switched from Plusnet to Sky last month & just realised that my home phone no longer works. I get "the number dialed could not be recognised..." when trying to call out from the land-line and if I ring the land-line from my mobile, it rings on the mobile, but not at home.

@JaySky73

Does your Sky hub have a voice light on it ?

@GD1

I think you might need to edit your post...

Re: Dial tone, but "number dialed not recognised" and ringing from mobile??

GD1 — Sun, 13 Nov 2022 19:45:39 GMT

@caesarome Wrong macro 🙂