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

[Adethecake]

Well, after 20 days without a working landline, its finally fixed!!!!

[JaySky73]

Hi @Adethecake, what was done in the end to resolve your issue?

Was this something Sky resolved or Openreach? I have the exact same problem - switched from Plusnet to Sky last month & just realised that my home phone no longer works. I get "the number dialed could not be recognised..." when trying to call out from the land-line and if I ring the land-line from my mobile, it rings on the mobile, but not at home.

@Highlinder and/or @Tom-W19, is this something you can assist with please in getting escalated/resolved or do I need to go through the pain of a 45 minute call to get through to Sky?

Very frustrated, as the switchover to Sky was already delayed due to Openreach unable to route my broadband to the cabinet (so I was paying higher out-of-contract bills with Plusnet whilst waiting for it be resolved) and now this. Puts you off switching to Sky.

Any assistance would be much appreciated.

Regards.

[GD1]

@JaySky73   I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[caesarome]

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@JaySky73 wrote:

Hi @Adethecake, what was done in the end to resolve your issue?

Was this something Sky resolved or Openreach? I have the exact same problem - switched from Plusnet to Sky last month & just realised that my home phone no longer works. I get "the number dialed could not be recognised..." when trying to call out from the land-line and if I ring the land-line from my mobile, it rings on the mobile, but not at home.

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@JaySky73 

Does your Sky hub have a voice light on it ?

@GD1 

I think you might need to edit your post...

[GD1]

@caesarome  Wrong macro 🙂

[JaySky73]

Hi @caesarome.

Yes - I have a Sky Hub SR203 & does have a voice light on lit green.

However, from what I've read, this is for when you sign up for internet calls & I wasn't aware I'd been set up for this? The Sky website seems to say that internat calls comes standard with Ultra fast broadband, but I've just got Superfast? Not once did the Sky rep mention internet calls, or that I'd have to now start plugging my phone into the Sky Hub instead of my phone socket? Is this what the problem could be? What a pain - my landline phone isn't located near my Sky Hub.

Regards.

[caesarome]

You can get internet calls with Superfast as well as per this 

 And you might get Internet Calls if you have Sky Broadband Superfast

So as the voice light is lit you do need to plug the phone line into the back of the hub.

[JaySky73]

Thanks @caesarome.

I've just plugged my phone into my Hub and it's now working.

This is a bit of a surprise as I wasn't expecting this. The Sky rep never explained this and is a pain because my home phone is in a different room than my Hub.

I wonder if I should contact Sky & get them to cancel the internet calls so that I can go back to using my home phone through the standard bt sockets? Or is this something of the past now with FTTP & not possible?

Regards.

[Mark39]

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@JaySky73 wrote:

I wonder if I should contact Sky & get them to cancel the internet calls so that I can go back to using my home phone through the standard bt sockets? Or is this something of the past now with FTTP & not possible?

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They're unlikely to agree - all phone connections are scheduled to be digital from 2025, when the old analogue service is shut down by Openreach. The easiest solution is probably to invest in a cordless phone so that the base station is plugged into the Hub, and you can leave the handset wherever is convenient.

[Adethecake]

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@JaySky73 wrote:

Hi @Adethecake, what was done in the end to resolve your issue?

Was this something Sky resolved or Openreach? I have the exact same problem - switched from Plusnet to Sky last month & just realised that my home phone no longer works. I get "the number dialed could not be recognised..." when trying to call out from the land-line and if I ring the land-line from my mobile, it rings on the mobile, but not at home.

@Highlinder and/or @Tom-W19, is this something you can assist with please in getting escalated/resolved or do I need to go through the pain of a 45 minute call to get through to Sky?

Very frustrated, as the switchover to Sky was already delayed due to Openreach unable to route my broadband to the cabinet (so I was paying higher out-of-contract bills with Plusnet whilst waiting for it be resolved) and now this. Puts you off switching to Sky.

Any assistance would be much appreciated.

Regards.

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@JaySky73 

Hi, apologies for the delay in replying, but I'm glad to see you're sorted, though probably not as conveniently as you'd like.

Our problem was very much due to Openreach not doing their thing correctly which was exaggerated by the Sky staff starting with the same questions every time I called and starting us from square one. Until I spoke to a guy called Adebayo, who was like a dog with a bone and wouldn't let it go until it was sorted. 

It didn't help that the first Openreach engineer turned up unannounced and said "I tried to call you, but no one answered "

To which I replied "you've tried calling me on the land-line, that doesn't work, that you're here to fix?"

A large penny could be be heard dropping...

[Guitar45]

Since before Christmas 2022 we have had Sky engineer out and Open Reach three times. Open Reach say lines are fine...I read it could now after all this time it could be our router.  We are at our wit's end as to what to try next...If not I'll I'm seriously considering returning our landline to B.T 

Yours sincerely 

[Mark39]

@Guitar45 what problem are you having? Do you have Internet Calls (Sky VOIP)?

[Guitar45]

We have had three Openreach callouts and one Sky engineer in December and January. Have invested in two more sets of twin phones. Still all our numbers are NOT recognised, we read that quite a few other Sky customers have this same fault. We read that Sky is aware of these problems and are trying to sort it out.

How much longer do we have to wait?

[Mark39]

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@Guitar45 wrote:

We read that Sky is aware of these problems and are trying to sort it out.

Did you confirm that with Sky?

How much longer do we have to wait?

That would be a question for Sky, and even they might not be able to tell you.

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[katyakita]

Did anyone get a resolution for this issue - it has been going on for over a year for me, I was promised it would be resolved by changing to VOR calls. It has gotten worse! I have now been told it is an openreach issue and I have to go through the motions to be passed back to sky. I cannot believe I am playing for this!

Please someone escalate this for me!!!