Keep getting Emails to do a Dialling Prefix 1470 call back on Sky HD boxes but it's not working

[kenneth+l]

My elderly parents have old Sky HD boxes (they don't want to upgrade) & they are getting emails saying one or more of your Sky boxes isn't connected to your wi-fi or phone line. This means you may not be getting all the services you should be and could end up paying more for your Sky Multiscreen, so we need to check your boxes are set up in the right way.

Their boxes (they have 2 HDboxes 1 downstairs 1 upstairs with multiroom) work fine, don't have wifi & aren't connected to the internet but are both connected to the same phone line as they have always been.

A few years ago they got this same email asking them to follow steps to do the 1470 dialling prefix on both boxes for the boxes to call in to Sky & it worked no problem. Now they are getting the email asking them to do it again but the call back is not working on both boxes. When I follow the steps the 1470 dialing prefix is already saved to the box & when I try to re-save the number to do the call back nothing happens. If I type in a different number (like 1111) it will try & fail to call that number but not the 1470 number it's asking for (which seems permanently saved to both SkyHD boxes now).

I left it because it wasn't working but they keep getting emails asking them to do it, & if they don't they will have to pay more for their multiscreen which is scandalous as what sky are asking them to do doesn't even work.

Here is the emails they're getting -

[Mark39]

I'm quite surprised that the boxes' phone calling function is still operational. 

Have you been able to check the boxes still have a good connection to the phone line? It's also possible, I suppose that the modem inside, one or other of the boxes has failed.

[kenneth+l]

Both boxes say they are connected to the phone line in the settings menu. & I have exactly the same problem with both of the boxes when following the steps they are telling me to do it the emails -

It won't let me call the number/dialling prefix they are asking me to call on both boxes. The number 1470 seems saved into both boxes from when they asked us to do the same steps (successfully) a few years ago so when I click 'save settings' like the email is telling me to do nothing happens, it doesn't call the number. If I type a different random number & click 'save settings' it will try & call that number & obviously fail & say press back up button to continue & when I do the dialling prefix has reverted back to 1470 as if it's hard baked into both boxes now.

[kenneth+l]

BTW I've just tried doing the 'new install' option in the services menu which says phone line is connected & it does a callback but the callback fails.

This is so annoying as everything is working fine as it always has yet they keep pestering my parents with emails to do something that doesn't work.

If we just leave it what are the likelihood of consequences? Will they really charge them more for multiscreen? How do we resolve this nonsense?

[Exiled-in-HH]

Have you phoned Sky CSs to discuss the issue?

[Daniel-F]

Hi @kenneth+l 

I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. You’ll then have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll just need to check the chat thread regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Greenfingers001]

Thanks for escalating this. We’ve sent @kenneth+l an invite to chat.

[kenneth+l · Accepted solution]

Hi, guys thanks for all your help. A guy on the SkyHelpTeam twitter account has sorted it for me. He tried doing manual call backs on my boxes himself which didn't work so he exempt the boxes from any charges being applied for the lack of call back. So hopefully problem solved.

[Mark39]

@kenneth+l I'm glad it's been resolved and great news for your parents.