topic Re: Full Fibre, can't ring out but can ring in in Talk

Full Fibre, can't ring out but can ring in

penglish — Fri, 02 May 2025 15:46:34 GMT

Sky recently installed full fibre, we can't ring out but can ring in.

Contacted Sky 2 days ago, we have a case opened.

Contacted Sky today, went through the hard rest again & still can't ring out but because of a problem with Sky systems she said she will contact me tomorrow.

I did tell them two days and today I need it working because my wife might need to use, also I told them the product is not fit for purpose and they have three days to get it working otherwise I'm going back to copper.

Can anybody give me advice ???

Re: Full Fibre, can't ring out but can ring in

JimM1 — Fri, 02 May 2025 16:03:38 GMT

@penglish It takes a little time for the incoming and outgoing sides of the VOIP system to basically work, only sky can assist you with the needed to be done.

Also the going back to copper, will be a NO NO...

Re: Full Fibre, can't ring out but can ring in

penglish — Fri, 02 May 2025 16:31:34 GMT

The install was on Tuesday it's now Friday late afternoon, I want it to work as soon as because of personal issues.

Thanks for your reply though.

Re: Full Fibre, can't ring out but can ring in

JimM1 — Fri, 02 May 2025 18:36:37 GMT

@penglish You are welcome, hope that it all comes together soon.👍

Re: Full Fibre, can't ring out but can ring in

penglish — Sat, 03 May 2025 13:09:21 GMT

SKY have told me it could be DTMF issue with my handset ??

Re: Full Fibre, can't ring out but can ring in

Mark39 — Sat, 03 May 2025 13:23:53 GMT

Hmm.....doesn't sound very likely IMHO. If you have, or can borrow another handset you could probably rule it out.

Re: Full Fibre, can't ring out but can ring in

JimM1 — Sat, 03 May 2025 14:45:28 GMT

@penglish When you pick up the phone, press the call button to dial, do you get any dial tone what so ever?

Re: Full Fibre, can't ring out but can ring in

penglish — Sun, 04 May 2025 09:45:57 GMT

Okay we have a result.

After spending a few hours on the phone with sky, I got a text asking me to unplug the box for one hour, after that the phone will work correctly.

It is now working correctly.

Previous to that I got though to the tech department who suggested the problem was with my phone and another would work properly, I told them my phone worked okay previously.

I then hit an impasse with them after they kept on telling me I should look for DTMF setting on my phone and I couldn't.

I then called up retention department where the member of staff was helpful and passed me on to another member of the tech department who needed evidence of the numbers I tried to call and escalated the problem, which resulted in the text they sent me and the phone working.

Thank you for replying & just a thought, the first sky employee I contacted yesterday told me that she already had about five people ring up with the same kind of problem but they will now go and buy a new phone after talking with her, I told her I wouldn't buy a new phone.

Re: Full Fibre, can't ring out but can ring in

JimM1 — Sun, 04 May 2025 09:54:57 GMT

@penglish We do appreciate that you are now fixed, up and running, did not need to and would not get a phone, good that you stood your ground on that as no one was convinced here phone was the issue. It would also be helpful if you could reply to the previous asked. Was there any dial tone when you picked up to make an outgoing call.👍

Re: Full Fibre, can't ring out but can ring in

penglish — Sun, 04 May 2025 16:21:27 GMT

We had a dialling tone, we dialled the number then it made a different sound one it went through.

Re: Full Fibre, can't ring out but can ring in

JimM1 — Sun, 04 May 2025 18:25:18 GMT

@penglish Probably why the Sky Tech engineer wanted some numbers for testing incase off different network issues!