topic Re: Cannot call or receive from witheld numbers in Sky Mobile

Cannot call or receive from witheld numbers

Jim7109 — Sun, 18 May 2025 09:03:36 GMT

Hi all. I have an infuriating yet curious problem. My Sky mobile will not connect to any number on a separate exchange e.g. Doctors, Local Government, Schools, Police etc - essentially any call that shows 'number witheld'. It doesn't apply to 'private number' i.e. if they dial 141 before my number. The symptoms: Dialling - my call will not connect at all. It simply drops. Receiving - the call will connect at both ends, but nothing is heard by either party (yes , I did check the mute button) then the call drops after about 30 seconds. My attempts to fault find and fix: - Tried 4 different handsets (2 Apple and 2 Android). - Tried calling from numerous different numbers (I work for NHS and even my own office phone will not connect, my partner works in MOD and also cannot connect). - Tried calling numerous different numbers. - Full network reset on my account. - Full actory reset of handset. - Removed all blocked numbers. - Removed all calling restrictions. - Tried different Sky mobile numbers - my family are all on Sky - and their calls connect without a problem. - Spoke to CS who sent a new SIM. Problem remains. I am now stumped. The only common factor now is my telephone number. New SIMs, new phones, different accounts, a variety of numbers to connect to... all have not resolved it. I can connect to international, premium, ex-directory, and even Apps (Skype, WhatsApp etc) but I can't connect with my own phone at work or any of the others mentioned. Sky CS have been pretty useless (turn it off and on again), so hoping someone a bit better equipped in the community can help. Jim.

Re: Cannot call or receive from witheld numbers

Addie15 — Mon, 19 May 2025 07:12:20 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Cannot call or receive from witheld numbers

Jo6661 — Tue, 27 May 2025 18:36:29 GMT

I'm having the same problem and searched everywhere how to sort this out but it's still not so I'm changing my network provider back to someone on 3 network as never had any issues then and it's vital for my health and safety that they can contact me by 'phone as I'm housebound. If I were you, I'd do the same as lots of people are experiencing the same problem with no fix known of by Sky employees & I've spoken to a few.

Re: Cannot call or receive from witheld numbers

Jim7109 — Tue, 27 May 2025 19:27:43 GMT

As a workaround until this is fixed (if ever) I have bought a Tesco PAYG SIM and diverted all my calls to that number.

Amazingly, it seems to work.

Re: Cannot call or receive from witheld numbers

Jo6661 — Tue, 27 May 2025 22:09:40 GMT

Brilliant. No frills, no fuss keeps it simple & has always worked out best for me in the past. No random charges out of nowhere either. Goood luck, hope it all stays working for you, I'm still looking for best deal for new 'phone contract but going to stop today as my brain is completely fried!

Re: Cannot call or receive from witheld numbers

FP4 — Wed, 26 Nov 2025 12:24:13 GMT

Was a solution ever found to this? Like the OP I am unable to make or receive calls to the NHS (hospital and GP) - this is a huge risk to health as when the call fails to come through there is no evidence of it (here is no missed call under recents as would be the case with a blocked number or number identified as spam). I have also tried multiple fixes (turning off caller ID, spam blocker, wifi calling, trying different handsets, resetting phone) and nothing has fixed the problem.