topic Re: DTMF to Call Handling Systems in Sky Mobile

DTMF to Call Handling Systems

Ajay54 — Fri, 17 Apr 2026 12:17:36 GMT

Hmm - anybody else having problems with calling numbers that give you call handling options (press 1 for X and press 2 for Y)?
I am the IT Admin for a charity that has one of these, and recently any callers from a Sky provided phone (mobile or Lndline over VoIP) can press an option till the cows come home and that selection is ignored. The message just repeats until it reaches time out.
Now, I have done some investigation, and it would appear it is a Sky v erses BT problem with them arguing the toss about what type of DTMF signalling should be used.
Apparantly there is an old system (In-band) that operates on literal tones, that under VoIP conditions is subject to possible losses. The newer system (RFC2833) where DTMF signals are sent as named events in RTP packets separate from voice, ensuring reliability.
I have been told by a reliable source that Sky, for some unknown reason, is sticking with In-band which renders some Call Handling systems useless - we are one of those systems.
I have carried out extensive testing and no Sky phones (mobile or landline) can get through to us, but other providers are fine. We are not the only number suffering this - another charity with a similar system is getting the same problem. The really strange thing is that when you call some numbers with Call Handling Systems you can get through - it isn't a universal problem.

Now - my question is - how can I escalate this as a fault when 2 major providers (Sky and BT) have been arguing about this for some time?
Is there a high level complaints department in Sky - or am I being forced to go to Ofcom, which I would rather avoid - that becomes a long drawn out process that may just go on and on.
Our only other option is to advise our customers/members to not go with Sky as a provider because they are stuck in the dark ages. Not good for Sky.

Re: DTMF to Call Handling Systems

PandJ2020 — Fri, 17 Apr 2026 12:23:13 GMT

@Ajay54 wrote:
Now - my question is - how can I escalate this as a fault when 2 major providers

..quite a few threads on here mentioning the issue. But is it a 'fault'? I suspect it's more of a technical/commercial decision.

Your next move (if you wanted to go to ADR) is to raise a complaint with Sky first and exhaust that process.

Re: DTMF to Call Handling Systems

Ajay54 — Sun, 19 Apr 2026 16:02:15 GMT

PanJ2020 - thanks for that. I have already reported it, via various Sky numbers, 3 times, and each time a promise of "The technical Team will get back to you" - but nothing ever comes back.
You say "Is it a fault" - well yes because all providers should provide interconnectivity, they are oblidged to follow certain technical specifications to enable users to communicate with other providers - otherwise we are back to the days of the US where one company held a monopoly within an area and calling outside the area was not possible - lets go back to the days of Mr Strowger (haha). I worked in comms for 40 years as an engineer and a technical trainer, so I'm not completely clueless, but Sky's reporting methods leave quite a bit to be desired.
I have been searching for a contact for High Level Complaints within Sky, but their websites seem to habve nothing. I did get an email address of "online safety complaints" but am not confident that "safety" really covers it.
If anyone has an email for either HLC or the Chairman's Office I would be grateful.

Re: DTMF to Call Handling Systems

TimmyBGood — Sun, 19 Apr 2026 16:23:33 GMT

@Ajay54 wrote:

If anyone has an email for either HLC or the Chairman's Office I would be grateful.

The CEO of Sky Group is not a man.

https://www.skygroup.sky/about/our-company/leadership/dana-strong

Re: DTMF to Call Handling Systems

Ajay54 — Mon, 20 Apr 2026 13:59:11 GMT

Thanks for that - I was aware - it was a generic term. I don't really care is he/she is an alien from the planet Zog as long as they can do something about the failure.

Re: DTMF to Call Handling Systems

PandJ2020 — Mon, 20 Apr 2026 14:16:33 GMT

As it stands, I do not believe mobile providers have to follow RFC2833 (Superceded by RFC4733) - They are standards and not regulatory requirements.

It seems only carrier-grade suppliers support the new standards and many 'low-cost' (MVNO's?) do not. (As a technical/commercial decision)

It seems some newer IVR systems do not cope well with in-band DTMF - playing Devil's Advocate, perhaps they could equally be considered 'faulty'?