When on a call there is a delay

[Mellyn]

Hi, I am also experiencing this same problem. Its been happening the last few weeks or so.
The delay is not only frustrating but is extremely difficult to have a conversation where it's like being interrupted every time one person goes to talk.
This is causing a great deal of inconvenience as there are times I cant even use the wifi calling option due to the location I am in or due to the other person I need to call not having wifi or data. So this is restricting me from my day to day.

please can this be looked into as a priority. 
thank you

[GeorgePan]

Did someone managed to talk to Sky mobile once they invited some of us for chat?

I have been busy with work but will try to chat to them today. 

It is inconvenient. My friends already know to use WhatsApp but this can't be the case with work calls etc and not sound like I'm interrupting.

As a new customer on a "great deal" this already put all my friends off as everyone finds it odd. 

[GeorgePan]

UPDATE :

I've spoken to a specialist from Sky mobile, his name is Carl. 

I think he got where the issue was - it may be best to leave wifi-calling turned off , only turn it on if you experience poor mobile network signal.

If you didn't know, Wi-fi calling is a feature on alot of modern smartphones, where the mobile network gets booster by your connected Wi-Fi (either home, or work network, or in a cafe) to improve your regular audio calls. It is by default ENABLED on iphones, samsung etc. This setting is not to be mixed up with using of normal Wi-Fi on your phone for browsing etc, that's all ok. 

So I will give it a go and follow his advice by keeping this setting off. 
hope it helps! thanks Carl

[Lynn751]

@GeorgePan  Thank you for this update but my WiFi calling has never been on as I saw that setting when trying everything. I now have a replacement sim but that hasn't seemed  to have helped either , such a shame  as I was living in hope it would fix the problem . Back to the drawing board I guess

[GeorgePan]

Oh no sorry to hear. I've tested once as per his instructions and seemed ok.

I'll keep an eye on mine... 

[Mellyn]

Thanks so much @GeorgePan for the update.

i just checked mine and my WiFi calling is off already, so that's not causing the issue for me. I'll try calling Sky directly and see if there is anything else. Only recently joined Sky mobile, but t hi s problem only started recently. 

[Daniel-F]

Hi all,

Thanks for continuing to discuss this issue on Community 🙂

We would like to get this investigated in more detail & in order for us to do this I need any and all users who are still having this issue to get me the following information:

• Make & Model of your device in use
• Network connectivity whilst you complete the call, IE – 5G/4G/3G or WiFi Calling
• Signal strength (exact number of signal bars) whilst making the call
• What is the network provider of the person you have called who has had the issue
• Date & time of call
• Location at time of call
• Is the call being made normally or are you using an App, for example Whatsapp

We need as many examples with all the detail above confirmed in order to properly get this investigated 🙂

I'm marking this as the best answer (for now) so that new users can easilly see this request for more detail.

Thanks,

[Jach222]

Hello 

Has anyone resolved this? 

I am experiencing it & so is my neighbour is also on Sky. Mine has been like it for over a month. I actually bought a new phone as I thought it was just another issue in a long list of issues the phone had but that is the one thing that has continued. 
I checked the setting as per the advice above but my wi-fi calling was already off so not that. 

I have had a number of occasions when a mecical appointment over the phone has been abandoned. I have had a number of people from businesses & the NHS say they have tried my number but are getting a strange error message. One professional thought i was doing it on purpose... 

If someone could escalate my concern please. I cant answer Sky's questions as most of the calls affected have come from businesses and / or the NHS so have bern a mixture of mobile and business network systems.

i am on tbe cusp of leaving. If i was having a chat witb a mate about the weather but this is impacting on my medical care!! I googled the issue just to find MULTIPLE other customers reporting the same issue for weeks and no evidence of Sky resolving it.

[Lynn751]

@Jach222  I haven't resolved this issue yet , I did get a call from sky today ( I have spoke to them many times) but thankfully all the same problems occurred during this call. Usually when I talk to sky it's the only time it doesn't cut off or get a delay . So I look like I'm making it up! 🙄because it happened during the call they have that recorded now so can listen back. I did explain one call in a blue moon is fine but my signal is very poor all the time. They are going to look into it now they know exactly what's going on and will call back Wednesday. I hope you get yours sorted . I will come back and let you know what they say . Fingers crossed it gets fixed soon . 

[Jach222]

Thank you @Lynn751 

I live in the middle of town and reception has never been an issue - have been with sky for many years but I have had enough. Professionals are getting annoyed with me because they think I am speaking over them & they are skeptical when I say it's the network.

I have had my landline removed so I am completely reliant on my mobile but it's happening away from home too so even if I did have a landline still that would not help!

[Lynn751]

@Jach222  I really do understand your frustration . The thing is it does seem to be a problem with sky network only.  Other people in my house  on 3 or EE are fine full bars but mine only ever one or two at most . I had a replacement sim sent too , still the same . I upgraded my phone too thinking it may solve it but nope . I'm lucky in the sense I have a back up with a work phone on different network  have pretty much been relying on that . You're right it's the important calls that matter . I came here in the hope I'd get advice from other users. If you can do the chat bubble bit and start there (mind you that got frustrating too coz my chat kept going right to the top of screen I couldn't see replies without coming out and going through my email where it says view reply then the chat popped back up. So bear that in mind if you do it) Good luck! 🤞 

[P3npitstop]

I have been having this problem for a few months now but seems to be getting worse. There are several seconds of delay between speaking and the other person hearing causing long silences and then speaking over each other. The longer the call goes on the worse it gets. It's getting to the point of being unmanageable and I may have to change from sky.

[Daniel-F]

Hi @P3npitstop , @Jach222 & @Lynn751 

Please do refer to my last message which is the current answer for this thread 🙂  

I'm wanting to collate examples of the issue & I have requested specific information.  If you can get me the information I've asked for that would be appreciated!

Thanks,

[Jach222]

With respect Daniel I have shown that the call waiting WAS already turned off on settings so it is not that and I am unable to provide the information you require because the people calling me are businesses / professionals so I have NO idea what network they are using..

if you are a Sky Employee can I request you contact me directly please. I have followed your instructions, as others have and found, like others have that it is not that. Please do a google search of this issue and you will see customers raising concerns since May 24...

[Jach222]

Apologies WiFi calling not call waiting