Can dial out but does not recognise number when dialling in

[Simoninleigh]

Just to update this thread, fault was finally fixed today!

[Mark39]

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@Simoninleigh wrote:

Just to update this thread, fault was finally fixed today!

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See the post from Sky marked as the Answer.

[Val+Flynn]

We rarely use our landline and had not noticed that it was not working properly we have a dialling tone but when you ring our number an automated voice says wrong number or number not recognised and phone doesn't ring.  We had fibre installed a while back and to be truthful have only just realised phone not working properly as we use our mobiles the landline is for people phoning us if they do not have our mobile number. Can you help?

[Mark39]

@Val+Flynn I've added your post to an existing thread on the same subject. This was a known issue which was fixed several days ago, as you can see from the post from Sky (Daniel-F) on 16th. 

If you've checked since then and still have the same issue, let us know, and we can get some help for you from Sky, by way of a private online chat.

[Leo35]

Could you tell me what the fault was.

We have the same problem but can't seem to get it fixed quick enough I use my lanline for work and loosing business

[Mark39]

@Leo35 I'm not sure who your post is addressing, but bear in mind the fault reported here was from more than 12 months ago, so the circumstances now are likely to be different. 

If you can give us some background - are you new to Sky's landline service? And whether you've reported it to Sky (it sounds like you have) and what they said? We may then be able to advise you.

Note that business use of Sky's landline service is specifically disallowed in the contract you agreed to.

[Leo35]

I have recently had an upgrade from the old copper lines to full fibre..

Since then my landline can make calls out. However when someone tries to call the landline it says number not valid..

This has been happening for 4 days now.

I've been on the phone everyday with sky but can't seem to pin point the fault. I've spoken to an openreach engineer who says the issue is with the number being ported from the old line to the new one.. but the question is how will my line be fixed remotely if its not an engineer issue? .any thanks 

[Mark39]

@Leo35 thanks for the detail.  I suspect the Openreach engineer is correct and it's a matter of transferring your number from the old copper infrastructure to fibre - we've seen delays reported a number of times. Yes, it's a process undertaken remotely by Openreach with no local engineer involvement. 

F you have a black broadband Hub, try switching it off at the plug for 10 minutes or so. Switch off the ONT at the same time. If it's a white 'Max' Hub switch them both off for an hour.

Failing that, it's a matter of waiting for Openreach to complete the switch, I'm afraid. 

[Leo35]

Is there anyway to speed up the process? I'm receiving a phone call tomorrow from sky but I was hoping for a fix.. like would it be helpful if they was to restart the number porting progress? Just so I can advice the sky team tomorrow as most of the people I've spoken to haven't been able to give me alternatives 

[Mark39]

@Leo35 I'm not aware of any way to speed it up, I'm afraid.