All incoming calls showing as unknown.

[Sparky008]

Hi,

I have a Moto G85 5G, It was advertised as Dual sim, but after taking out of the box, a few months back now, it only had one sim card slot!

so, i converted my personal  SKY Sim to an esim and installed it. I have a work sim 02 which is a phisical sim and is working fine.

The sky esim was workign fine for the first few weeks but a month or so back, all personal calls started coming in as unknown, eventhough they are contacts in my phonebook. every call comes up as unknown? regardless of whow sends it?

I had an hour or so on the SKY 'online chat bot tech services' thing only to be told that i needed to contact my carrier (which i asssumed was sky) !!! i tapped out at that point!

This week i had an hour on the phone and talked to a phisical person at sky, he said that i needed to convert the esim back to a phisical sim. once i have done this then i need to convert it back to a esim and install it onto my phone. 

So, today i have done this.

I activated the new sim that come through the post and transfered my sky number to it. i put it in a spare phone and made a call - all good, and more importantly, recieved a call from my work (02) phone and the called ID came up correctly.

So, i then converted this to an e-sim and installed it on my phone. 

Low and behold, all calls come up as Unknown again!

Can anyone help with this, i have had dual sim phones for years, this is the first time i have had to use an esim. i have never had these problems before!

i am not sure if its a sky problem, or a handset problem? or a me problem!

I look forwrd any any advice anyone has.

Thank you, 

Neil

[63johnw]

Hi @Sparky008  as your device is not listed on the sky mobile site as being compatible with sky esims then this may be causing your issue. 

https://www.sky.com/help/articles/esim-sky-mobile-compatible-devices

[Graeme15 · Accepted solution]

Had this problem with a single physical SIM on a Moto G75, seem to have fixed it by turning off VoLTE and WiFi calling followed by a restart.  Might be worth a try as it seems Sky don't officially support any Motorola phones!

[The_Kopite]

Thank you so much, My wife has had this issue for a few weeks after getting a new phone, Sky blamed ud and then said faulty handset. My wife had insisted it was a sky issue. She had spent hours even days doing the mototrola software fix, hardware tests, resetting phone getting new sim, for it to all not work. Lost stuff as back up didnt work properly. Just saw this befpre calling agian, she did it and it has worked. What a joke, we are now thinking of leaving sky as they have been absolutely useless with support and not advertising they do not support motorola phones. 

The fact they do not mention this when you call them with the issues, shows the tech teacm is not fully trained. Thank you agan for this.

[Sparky008]

Thank you so much. This has worked.  I was about to buy a new handset. 

Excellent advice 👍 

[The_Kopite]

I have just found out that the 3G calling servisce will be turnined off across networks so this will brick ut phones, unless we turn on 4g (VoLTE) which makes the unkown caller thing happen. Sky have been so rude to us, and inist its not a nextwork issue even though throughout the sky community forums many poeple have had the same issues with not just new mototrolas but other handsets that are not Samsung ot Iphones. Sky inist that its a hanset issue. But I also found out that, the 4g calling is a SIM setting which the network need to reset or adjust. They would not listen or even try to fix the issue, saying " it shows the network is fine" on their end. No network settings are being set through and when placed in an older phone it works fine as the network settings come through. 

How Sky can be rude and insit that its not a them problem is beyond me and We will leave them as EE sim worked just fine in the new handset.

I Hope someone from Sky sees all the forum chats as the problem is a sky network wide issue.

[The_Kopite]

Sky were so rude I have now left found a really good deal with Sprusu which uses EE for my wife, it uses esims also so it was sinstant and it works fine. Bye Bye sky, you do not want to accept the issue is with your network, and now have lost a life long customer. 

[The_Kopite]

Spusu*

They seem really good also

[Graeme15]

I don't think 3G calling is a thing, without 4G calling you revert to 2G.  Whilst it is planned to close 2G eventually nobody's doing it yet as emergency calls rely on this in the UK.

As an interesting aside my old Android 10 phone worked well with both 4G and WiFi calling on EE but when I changed to Sky mobile those options were removed from the phone's menus.  I didn't realise that changing a SIM could do that!  Kind of suggests this is a network, not a handset, problem.

I don't think Sky are very interested in problem solving it took forever to get a problem with text messaging sorted (each text sent went twice) that was originally an O2 problem but they acknowledged it whereas Sky did not.

[Catherine115]

Oh my goodness, I've just spent the best part of my week trying to get this sorted and it could be Sky all along?

Can I just ask (I'm in my 60s and not overly tech savvy), it could work if I turn off 4g?

Also, would it make a difference to have wifi calling?

I would be so grateful for any advice, thank you.

[Graeme15]

All I can say is that I turned off 4G calling and WiFi calling under Settings/Network and Internet/SIMs & mobile network/Sky and that restored the Caller ID of incoming calls after a reboot.  I've not researched this any further.  Obviously you can still use both WiFi and 4G or 5G for data.  WiFi calling and 4G calling would both give you better call quality, if the signal's good, than the old 2G network.  If this is important to you I would suggest switching to a different network if you can.

[Catherine115]

Thank you everyone, the issue is now fixed for me but obviously a problem for Sky that they are not willing to investigate.

Thanks again.