topic Re: Landline phone number now incorrect after full fibre installation in Talk

Landline phone number now incorrect after full fibre installation

Broseley89 — Fri, 05 Jul 2024 12:51:08 GMT

We had full fibre installed 2 days ago. The techician connected everything and it's all OK, and we can make calls from the landline phone. However when I tried to ring my husband on it today it says "You have dialled an incorrect number" even though the number is saved on my mobile phone. I have tried this over and over. Has the number been changed?

Re: Landline phone number now incorrect after full fibre installation

caesarome — Fri, 05 Jul 2024 12:56:11 GMT

Have you made a call from your landline phone to the mobile so you can see what number comes up on its display ?

Re: Landline phone number now incorrect after full fibre installation

DanDanDanDanDanDa — Fri, 05 Jul 2024 13:26:44 GMT

See my other posts here, exactly this happened to me. They change your landline number without telling you and there's absolutely no way to get it back. A complete disaster. Imagine if you were running a business and you lost your landline number?

Re: Landline phone number now incorrect after full fibre installation

Daniel0210 — Fri, 05 Jul 2024 13:34:45 GMT

@DanDanDanDanDanDa wrote:

Imagine if you were running a business and you lost your landline number?

@DanDanDanDanDanDa

If the OP was running a business they should be on a business subscription not one for domestic customers.

Re: Landline phone number now incorrect after full fibre installation

Broseley89 — Fri, 05 Jul 2024 13:35:20 GMT

Thanks, that's a great idea. It came up with two zeros added on the end of the usual number. However when I dialled this number, it still gives the incorrect number message!

Re: Landline phone number now incorrect after full fibre installation

DanDanDanDanDanDa — Fri, 05 Jul 2024 13:41:58 GMT

I don't see how that makes a difference. According to the rep I was just talking to you always lose your landline number when you go to full fibre. I even asked what a business would do and he said it's the same: you lose your number.

Re: Landline phone number now incorrect after full fibre installation

Daniel0210 — Fri, 05 Jul 2024 13:57:14 GMT

@DanDanDanDanDanDa

What I mean is they wouldn't have posted on here in the first place.

Re: Landline phone number now incorrect after full fibre installation

Broseley89 — Fri, 05 Jul 2024 14:17:33 GMT

First of all, I Googled the issue and found Ofcom have a rule that landline numbers must be kept.

Secondly, I rang Sky help. He tested everything and got the same result. Then he said that when the fibre is installed they switch the broadband on first, then the landline up to a few days later. He said its due to be switched on at midnight tonight and to try it again tomorrow morning.

We'll see if he's right and I'll let you know. However they could have warned us about this and about the fact that we've had to reset all our WiFi enabled and smart gadgets which has taken ages to do, mainly because the instructions for most of them aren't detailed enough!

Re: Landline phone number now incorrect after full fibre installation

Broseley89 — Sun, 07 Jul 2024 15:30:06 GMT

Well, it didn't work. We still have a non- working land line phone.

So I'll be phoning Sky again tomorrow.

Re: Landline phone number now incorrect after full fibre installation

TimmyBGood — Tue, 09 Jul 2024 14:23:06 GMT

@Broseley89 wrote:

First of all, I Googled the issue and found Ofcom have a rule that landline numbers must be kept.

Ofcom has a regulation that telcos must attempt to permit number portability: that's rather different to a 'rule' (which, frankly, they prefer to avoid making where this may restrict technical innovation or competition)

Re: Landline phone number now incorrect after full fibre installation

CISCRH — Tue, 09 Jul 2024 14:14:36 GMT

I also had Sky FTTP broadband installed last week. I noticed that our landline had a dial tone but didn't carry out any phone tests at that time. All the installation work on site was carried out by a BT engineer. We have no issues with the upgraded broadband service.

Today my wife informed me that she can't get through to our landline using her mobile. I quickly confirmed the same problem when using my mobile. I then tapped in my mobile number on the landline phone & it rang my mobile. On checking the recent calls the mobile confirmed that the test call was from our existing 20 year old landline number.

I've raised a support call with Sky.

Re: Landline phone number now incorrect after full fibre installation

Broseley89 — Tue, 09 Jul 2024 14:38:14 GMT

Hi @CISCRH the same happened to us exactly. The Sky tech advisor said to switch everything off and on again. Still no joy. Let me know if you get anywhere.

Re: Landline phone number now incorrect after full fibre installation

CISCRH — Tue, 09 Jul 2024 15:45:32 GMT

Power bounce always worth a try, but it made no difference this time... 2 minutes later I turned back on the ONT first & waited 5+ minutes to let it stabilise before turning on the SR203 hub & attached telephone. The hub returned 4 green lights after another 3 minutes. A test call from my mobile to the landline number resulted in the "number not known" automated response again.

Re: Landline phone number now incorrect after full fibre installation

Broseley89 — Tue, 09 Jul 2024 16:18:46 GMT

@CISCRH I've just been on the phone to Sky Tech again for an hour. He tried the same things again. Then asked me to send a photo of the back of the router. Then he said it's a regional outage and possibly the fault of Openreach. I just have to wait while it's sorted out and they'll keep me updated by text.

I'm in Cheshire.

Re: Landline phone number now incorrect after full fibre installation

CISCRH — Tue, 09 Jul 2024 17:13:49 GMT

South Yorkshire here, nowhere near Chesire. I'll do some more checks tomorrow, otherwise wait for Sky to get back to me.

Re: Landline phone number now incorrect after full fibre installation

CISCRH — Sat, 13 Jul 2024 06:20:02 GMT

@Brosley: 3.5 days have passed and I've had no response since I reported the problem to the Sky Network Team: They had stated that they would investigate the problem within 72 hours. I did some more checks on the evening of 10-Jul-24, which confirmed that the problem still existed at that time.

I checked again ust now (8am, 13-Jul-24) and I can now call my landline successfully from my mobile phone using the old landline number. That's a good result for me; it would have been nice if Sky had informed me that they had resolved the issue.

I will carry out some more tests in the next few days to confirm that the fix is permanent 🙂

This message was authored by Broseley89This message was authored by:Broseley89

Re: Landline phone number now incorrect after full fibre installation

frank11111 — Sat, 13 Jul 2024 09:20:24 GMT

we have the same problem from Yorkshire. Full fibre fitted Tuesday nothing wrong with the speed but can only make calls out unable to call the landline. Number not recognised. we have been told that we should get a call back tomorrow, will update on what they say tomorrow night.

Re: Landline phone number now incorrect after full fibre installation

Broseley89 — Sat, 13 Jul 2024 09:54:58 GMT

@CISCRH ours is still not working. Glad yours is OK now. There's hope!

Re: Landline phone number now incorrect after full fibre installation

Broseley89 — Sat, 13 Jul 2024 09:56:20 GMT

@frank11111 sorry to hear that. Ours has been out for over a week now. Sky said they'd keep us updated, but nothing yet.

Re: Landline phone number now incorrect after full fibre installation

frank11111 — Sun, 14 Jul 2024 15:56:43 GMT

Well so far they have not contacted us looks like I will have to phone them again