Incoming calls - the caller can’t hear me but I can hear them

[KevNewMedia]

Hi @gp111 

Thanks for using the Sky Community.

I've escalated your post to our Community Messaging team and they will be in touch over the next 48 hours. Just check back here every now and again. You're looking for the chat bubble in the bottom corner of the thread.

For more information on how the service works, click here https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Greenfingers001]

Thanks for escalating this. We’ve sent an invite to chat.

[Sparks2326]

Hi is anyone having this issue? When my phone rings I pick up the handset I can hear the caller talking but they can't hear me. I have rebooted both the open reach grey box on the wall and also my broadband router, sometimes this seems to correct the fault but other times it doesn't. I have been without a phone now for 5 days and am considering going back to the old copper connection if the fault isn't corrected. I have already missed a medical appointment as I did not know it was the hospital trying to contact me.

[Iredhead]

• Hi All. Just wondered if this had been resolved as I ve spent all day trying to sort out the same problem on my mother's phone. Totally random fault.

[Highlinder]

@Iredhead  There is a number of people on this thread and none have said that the issue has been resolved and have had their issues escalated to Sky.

[gp111]

@Iredhead I had an online discussion this morning with an Advisor which has resulted in the problem being passed to "the network team" to be investigated.  They said this could take up to 3 working days to be looked at.  I did point out to the advisor that there were others with the same problem.

[Greenfingers001]

Update:

Our engineers have now recognised a fault being experienced by some voip customers and our Voice Network Operations team are investigating as a matter of urgency.

We have now provided enough examples and really appreciate being able to use your case(s) as examples, it's been very important in finding the root cause. although we don't currently have a resolution date or expected timescales, we are expecting it to be fixed soon, we'll update this thread when we have the resolution. 👍

[TimmyBGood]

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@Sparks2326 wrote:

 am considering going back to the old copper connection if the fault isn't corrected.

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That's not likely to be an option: 'the old copper connection' (analogue PSTN voice service) is being discontinued nationally in 2025 and can't be ordered in many exchange areas now (national 'stop-sell' is later this year).

https://www.openreach.co.uk/cpportal/products/the-all-ip-programme/stopsell-updates 

Have you reported the fault to Sky?  There's not going to be any action taken to resolve the problem until this happens.

[Mark39]

@Sparks2326 I've added your post to an existing thread on the same subject that you missed. As you can see from Sky's update today, they're aware.

[mwiggs]

Had the same problem since Saturday 1st 

[Dooley17]

Hello, 

Same issue is happening with

my landline. Tried all trouble shooting. Purchased new phones in case that was the issue but still randomly sometimes people hear me, sometimes they don't. Issue ongoing for about a week. Elderly father relies on landline and is very vulnerable without reliable access. Any update on when it is likely to be fixed? 

[JayRubinstein]

Does anyone know at what point this fault will allow us to cancel the contract with Sky?  Like others on this thread we have had this problem for nearly a week (we reported it last Thursday).  Looking at the rest of the thread it doesn't seem likely that a resolution can be expected soon and we have had none of these problems when connected through BT.

[steamtraction]

I have this problem on my Panasonic telephone set with four handsets. Two downstairs have the same problem which started two weeks ago. The upstairs phone works OK. If I take one of the downstairs handsets upstairs it works ok. I did this with all the downstairs phone and they all worked upstairs. We could call out and incoming could hear us, but not when downstairs.

I then tried disabling the wifi on the router which is about 1 metre from the telephone hub and bingo all the downstairs phones worked normally. So clearly this is the problem with the Sky hub. Now what I did not say at the begining was that we moved from Virgin two weeks ago to Sky and have had the problem ever since. I have never had this problem as the routers we have used from BT, TALKTALK, adn Virgin in the past have been in the same position. So it would appear that the wifi in the Sky router is interfering with Panasonic telephone hub.

Whether this the problem for everybody else's I'm not sure but clearly there is a problem with the Sky router.

[Mark39]

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@Dooley17 wrote:

Any update on when it is likely to be fixed? 

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See the previous post by Sky's Greenfingers just this morning.

[Mark39]

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@JayRubinstein wrote:

Does anyone know at what point this fault will allow us to cancel the contract with Sky?  

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You have to give Sky a 'reasonable' time to fix it. That's probably more than a week. You could always give Sky a call and see what their view is.