topic Re: Can dial out but does not recognise number when dialling in in Talk

Can dial out but does not recognise number when dialling in

al50 — Sun, 11 Aug 2024 09:33:24 GMT

Changed to fibre 2 weeks ago , Can dial out but does not recognise number when dialling in .

Re: Can dial out but does not recognise number when dialling in

Highlinder — Sun, 11 Aug 2024 10:08:23 GMT

@al50 Where is your phone plugged into and does your router have a voice light?

Re: Can dial out but does not recognise number when dialling in

Simoninleigh — Sun, 11 Aug 2024 12:16:40 GMT

I am exactly the same. Upgraded to Sky Fibre 2 weeks back, can make outgoing calls but no incoming calls - number not recognised. Just called Sky again - very helpful lady but "it's with the network team and a lot of people have the same problem" doesn't really move us forward.

Re: Can dial out but does not recognise number when dialling in

Brian+Penfold — Mon, 12 Aug 2024 12:20:18 GMT

Same here! Sick to death with trying to resolve this! (and paying for the priviledge!)

Re: Can dial out but does not recognise number when dialling in

Mark39 — Mon, 12 Aug 2024 12:24:46 GMT

@Brian+Penfold wrote:

Same here! Sick to death with trying to resolve this! (and paying for the priviledge!)

If this is indeed with the Network team as previously reported, there's probably not much point in raising it again. But if you want to call Sky, just don't respond to the prompts, and you should eventually be asked if you want to speak to an adviser

Re: Can dial out but does not recognise number when dialling in

Siriusd — Tue, 13 Aug 2024 08:58:43 GMT

Yep, me too. Two week ago upgraded to fibre and have the same issue. Also tried calling only to be told it's being escalated to the specialist team and there's some kind of major issue with it.

Re: Can dial out but does not recognise number when dialling in

Simoninleigh — Thu, 15 Aug 2024 17:22:24 GMT

Plugged into the router then cable to the internal box installed by Openreach

Re: Can dial out but does not recognise number when dialling in

Daniel-F — Fri, 16 Aug 2024 12:57:52 GMT

Hi all,

Thank you for using Community to share your experience of this issue with eachother where you have found you can call out but no one can call your landline back, instead getting a number not recognized message.

Just dropping into the thread to confirm this was a known issue but a fix has been implemented.

For users impacted by this:

Try calling out and making sure you can call out. If you can't call out, then you do not have the issue detailed on this thread so please start a new thread if you don't see another one with your issue.
If you can call out, have someone call you back.
If you find that the person calling you back still gets 'number not recognized' drop a message into this thread so that we can get you over to our messaging team for more help.

I'm marking this as the answer so that new users joining the thread can quickly read the above advice 🙂

Thanks,

Re: Can dial out but does not recognise number when dialling in

Mark39 — Fri, 16 Aug 2024 13:05:16 GMT

Thank you for the update @Daniel-F.

Re: Can dial out but does not recognise number when dialling in

Aandy+R — Fri, 16 Aug 2024 13:13:37 GMT

I have exactly the same problem, it has been 3.5 weeks now since i switched to fibre! I have tried calling Sky 3 times now, keep getting told it will be escalated to Openreach and I will hear within 72 hours but never get a response from them.

Re: Can dial out but does not recognise number when dialling in

Mark39 — Fri, 16 Aug 2024 13:26:50 GMT

@Aandy+R can you confirm exactly what problem you're having? Can you dial out ok? What happens if you call your landline from your mobile?

Re: Can dial out but does not recognise number when dialling in

Aandy+R — Fri, 16 Aug 2024 13:37:19 GMT

Exactly the same as the original poster, I have a dialing tone and can make calls but anyone trying to phoine me gets a not valid number message.

Re: Can dial out but does not recognise number when dialling in

Mark39 — Fri, 16 Aug 2024 13:39:39 GMT

@Aandy+R many thanks. I'll alert Sky and a Community adviser may be able to help you via private, online messaging later today, as @Daniel-F advised.. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Can dial out but does not recognise number when dialling in

Aandy+R — Fri, 16 Aug 2024 13:40:37 GMT

Many thanks

Re: Can dial out but does not recognise number when dialling in

Addie15 — Fri, 16 Aug 2024 13:53:35 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Aandy+R.

Re: Can dial out but does not recognise number when dialling in

Simoninleigh — Fri, 16 Aug 2024 17:40:23 GMT

Just to update this thread, fault was finally fixed today!

Re: Can dial out but does not recognise number when dialling in

Mark39 — Fri, 16 Aug 2024 18:51:37 GMT

@Simoninleigh wrote:

Just to update this thread, fault was finally fixed today!

See the post from Sky marked as the Answer.

Our landline has not worked properly since fibre installed there is a dialling tone

Val+Flynn — Sun, 18 Aug 2024 07:43:59 GMT

We rarely use our landline and had not noticed that it was not working properly we have a dialling tone but when you ring our number an automated voice says wrong number or number not recognised and phone doesn't ring. We had fibre installed a while back and to be truthful have only just realised phone not working properly as we use our mobiles the landline is for people phoning us if they do not have our mobile number. Can you help?

Re: Our landline has not worked properly since fibre installed there is a dialling tone

Mark39 — Sun, 18 Aug 2024 08:04:31 GMT

@Val+Flynn I've added your post to an existing thread on the same subject. This was a known issue which was fixed several days ago, as you can see from the post from Sky (Daniel-F) on 16th.

If you've checked since then and still have the same issue, let us know, and we can get some help for you from Sky, by way of a private online chat.

Re: Can dial out but does not recognise number when dialling in

Leo35 — Mon, 22 Dec 2025 16:59:51 GMT

Could you tell me what the fault was.

We have the same problem but can't seem to get it fixed quick enough I use my lanline for work and loosing business