Dial tone, but "number dialed not recognised" and ringing from mobile??

[Adethecake]

We used to have line rental from BT and calls via Sky and recently changed our package to include Sky line rental (also upgraded to Sky Q and Superfast Broadband).

Our go live date was 26/04/22.

On 29/04 I tried to make a call from the land-line, got a dial tone but the call wouldn't go through "the number dialed could not be recognised..." I rang the land-line from my mobile, it rings on the mobile, but not at home. So I reported it to Sky.

03/05/22 Openreach engineer comes out, line and socket all physically sound, problem is with the provider - Sky. Reported the findings to Sky.

09/05/22 called Sky again as no one had been in touch 

10/05/22 finally got a call back and that the issue had been re-raised. And had a text confirming. 

Had a text earlier saying the fault is fixed. 

Guess what, it isn't!!!

I've tried cordless and corded phones and as Openreach said the line and socket are sound.

I'm at my wits end, each call to Sky is around 45 minutes and I have to go through the issue from start to finish each time. 

I've been with Sky over 15 years and never had an issue. I can now see why people get frustrated!

[Highlinder]

@AdethecakeWhich router did Sky give you for your superfast broadband from the link below.

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub 

[Adethecake]

@Highlinder Hi, they sent us a  Broadband Hub

[Adethecake]

Oh, I should add the broadband is working fine.

[Highlinder]

@AdethecakeDoes your router have a voice light on it and is it on?

[Highlinder]

duplicate post.

[Adethecake]

It has a voice light, but it's not lit (I have tried connecting direct to the router "just in case") the Sky advisor today did check, we don't have Internet calls.

It's really bizarre, the ringtone is there, but it just won't complete the call, in or out.

[Adethecake]

@Highlinder sorry, forgot to tag you in the above, still finding me feet here

[Highlinder]

@AdethecakeIf you don't have internet calls and your phone is not working in the filter in the socket, then there is a fault if you have no dial tone.

[Adethecake]

@Highlinder  we have a dual port socket - no filter required, we do have a dial tone but when dialing a number there's "the number dialed is not recognised " 

Too right there's a fault, it worked perfectly fine with BT, the only thing that's changed is swapping the line rental to Sky.

[Highlinder]

@AdethecakeIs the number that you are trying to call local or national?

[Adethecake]

@Highlinder  from the land-line, I have tried; local, national, mobile and even the speaking clock and NHS 111, all are "number dialed is not recognised..." 

And if I call the land-line from my mobile, I can hear the line ringing on my mobile, but nothing on the home phone. 

[Highlinder]

@Adethecake I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Adethecake]

@Highlinder Cheers 🍻 

[Tom-W19 · Accepted solution]

Thanks for escalating. We've sent an invite to Adethecake.