Can dial out but does not recognise number when dialling in

[al50]

Changed to fibre 2 weeks ago , Can dial out but does not recognise number when dialling in .

[Highlinder]

@al50  Where is your phone plugged into and does your router have a voice light?

[Simoninleigh]

I am exactly the same.  Upgraded to Sky Fibre 2 weeks back, can make outgoing calls but no incoming calls - number not recognised.  Just called Sky again - very helpful lady but "it's with the network team and a lot of people have the same problem" doesn't  really move us forward.

[Brian+Penfold]

Same here!  Sick to death with trying to resolve this! (and paying for the priviledge!)

[Mark39]

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@Brian+Penfold wrote:

Same here!  Sick to death with trying to resolve this! (and paying for the priviledge!)

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If this is indeed with the Network team as previously reported, there's probably not much point in raising it again. But if you want to call Sky, just don't respond to the prompts, and you should eventually be asked if you want to speak to an adviser

[Siriusd]

Yep, me too.  Two week ago upgraded to fibre and have the same issue.  Also tried calling only to be told it's being escalated to the specialist team and there's some kind of major issue with it.  

[Simoninleigh]

Plugged into the router then cable to the internal box installed by Openreach

[Daniel-F · Accepted solution]

Hi all,

Thank you for using Community to share your experience of this issue with eachother where you have found you can call out but no one can call your landline back, instead getting a number not recognized message.

Just dropping into the thread to confirm this was a known issue but a fix has been implemented. 

For users impacted by this:

• Try calling out and making sure you can call out. If you can't call out, then you do not have the issue detailed on this thread so please start a new thread if you don't see another one with your issue.
• If you can call out, have someone call you back.
• If you find that the person calling you back still gets 'number not recognized' drop a message into this thread so that we can get you over to our messaging team for more help.

I'm marking this as the answer so that new users joining the thread can quickly read the above advice 🙂

Thanks,

[Mark39]

Thank you for the update @Daniel-F.

[Aandy+R]

I have exactly the same problem, it has been 3.5 weeks now since i switched to fibre! I have tried calling Sky 3 times now, keep getting told it will be escalated to Openreach and I will hear within 72 hours but never get a response from them.

[Mark39]

@Aandy+R can you confirm exactly what problem you're having? Can you dial out ok? What happens if you call your landline from your mobile?

[Aandy+R]

Exactly the same as the original poster, I have a dialing tone and can make calls but anyone trying to phoine me gets a not valid number message. 

[Mark39]

@Aandy+R many thanks. I'll alert Sky and a Community adviser may be able to help you via private, online messaging later today, as @Daniel-F advised.. Look out for a blue/red chat 'bubble' towards the bottom of the page. Replies from Sky may not be instant, so check back from time to time for updates. Once the chat is activated it remains open for 48 hours, after which it will automatically close..

For the detail of how it works see this guide: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147


 

[Aandy+R]

Many thanks

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Aandy+R.