Call Divert stopped working after Sky Talk Shield changes

[neolockbiscuits]

Hi all,

Looking for some advice as I seem to have exhausted normal troubleshooting with Sky support.

I have Sky Broadband Voice/Digital Voice (landline plugs into the Sky Hub). I previously had Call Divert working fine, forwarding calls from my landline to my mobile.

Recently I contacted Sky to enable Sky Talk Shield because I was getting daily spam calls. I then realised Talk Shield was filtering all incoming calls, so I asked Sky to remove/disable it again.

Immediately after this, Call Divert stopped working completely.

Symptoms:

• Dialling *21*07xxxxxxxxx# returns:
  “This service is not available on this line”

• Same with:

  • *21*447xxxxxxxxx#

  • #21#

  • *#21#

  • *#67#

  • *#61#

• The network rejects every supplementary service/MMI code.

Things already tried:

• Rebooted Sky Hub and handset

• Tried different handset

• Tried different number formats

• Tried handset call forwarding menus

• Tried ##002#

• Sky removed and re-added Call Divert

• Sky confirmed Call Divert is supposedly active on the account

• Sky agents say they cannot see the divert destination number or manually set it

• Frontline support has now escalated it to the network team and advised up to 72 working hours for investigation

This really feels like the supplementary services/IMS profile for the Digital Voice line has broken after Talk Shield was enabled/disabled, because all MMI/service codes are being rejected at network level.

Has anyone else experienced this after Talk Shield changes or on Sky Broadband Voice? Did Sky have to reprovision/rebuild the voice profile to fix it?

Any advice appreciated.

[Mark39]

@neolockbiscuits I've not seen problems with Call Divert posted before. You would think from the error message that it hasn't been activated on your line. Hopefully the network team will be able to fix it.

[neolockbiscuits]

Thanks for replying.

It’s now been over 72 hours since the issue was escalated to the network team (not including the bank holiday) and we still haven’t heard anything back or received any update.

What’s making it more frustrating is that we use the landline for business calls, and with the divert no longer working I’m missing calls from potential clients whenever I’m away from home.

At the moment the line still behaves exactly the same, so unfortunately nothing appears to have changed yet.

Really hoping the network team can get to the bottom of it soon.

[Mark39]

@neolockbiscuits Sky rarely provide progress updates on faults, I'm afraid. Chances are it will just start working.

I'd caution against mentioning business use of your landline, as it's specifically disallowed in the Broadband/Talk terms and conditions.