Calls to sky landline not working

[JY]

We have a sky landline and currently my mum (non SKY customer) is not able to ring us on the landline number, every time she tries she receives a message that "the number is not accepting calls at present, please try later".

Same problem has been happening for 2 or more weeks now, she also has the same issue if calls another SKY landline number so the problem appears to be something on the sky side potentially.

Her landline provider (TalkTalk) withholds her number (as it has done for years) so wondering if this is getting blocked somehow by SKY when tries to dial into the SKY number.

I have checked our setup and SKY shield hasn't been enabled on our side so there are no numbers being blocked but she is still unable to reach us and has to use her mobile to ring us.

[Mark39]

Are you aware of the same issue from other callers?

[JY]

I'm aware of another user (also on SKY) who cannot receive calls from my mum on her Talk Talk line and getting the same message so the problem appears to be a Talk Talk landline calling a Sky landline where the phone number is withheld but don't know where the issue lies as such.

So to clarify we can receive calls fine from other users, it's only my mum's talk talk line which can't get through to my knowledge.

My Mum can make calls to other landlines absolutely fine but NOT to the 2 x numbers who are both SKY users which appears to be more than a coincedence.

[Mark39]

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@JY wrote:

Her landline provider (TalkTalk) withholds her number (as it has done for years) so wondering if this is getting blocked somehow by SKY when tries to dial into the SKY number.

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There's an optional feature with Sky Talk (and I imagine other providers) to block calls from numbers where there's no callerID, but I'm guessing you haven't enabled it. In the first instance I would suggest your mum reports it to TalkTalk as they're her provider to rule out an issue with her line. If that doesn't identify a problem you could also report it to Sky.  

[JY]

Interestingly, I just got my mum to dial 1470 and then dial me and it worked so it's definitely to do with having her phone number restricted that is getting blocked either at the TT end or Sky end but it feels like a sky issue to me.

[AA48]

@JY Did you have any more information on this at all?

My mum has exactly the same problem with a friend phoning her.

Her friend is on a Talk Talk landline with caller ID hidden. She gets the same "the number is not accepting calls ..." message when she calls my mum's Sky Talk landline. All other calls work fine and she doesn't have Talk shield enabled or anything.

She tried the 1470 trick but that didn't work.

Any further information/help if you have it would be very much appreciated. Thanks!

[Mark39]

@AA48 has your mum activated the 'block calls from numbers with no caller id' service?

[AA48]

@Mark39 Thanks for the speedy reply!

I must admit I'm struggling to see where I can find out where to view/enable/disable the service you mention but my mum does receive other "No caller ID" type calls, from doctor's for example.

She certainly doesn't pay for anything extra like that.

[Vonnie]

My mum can't get me on my sky landline, yet others are ok. My mum's landline is with shell.

[caesarome]

@Vonnie 

If you can call your Mum and she can calls others then she will need to report it to Shell so they can investigate from their end.

[Vonnie]

Thank you caesarome. Take care