No incoming calls

[Smudge101]

My elderly parents recently signed up to Sky broadband and whilst the broadband works fine and they can make outgoing calls the incoming calls are not working. When I was able to visit I could see that the cables were connected correctly so I don't understand why the incoming calls are not working. 

They aren't able to follow instructions easily so following troubleshooting or instructions over the phone is not a solution. I understood from another thread that maybe openreach not releasing their number might be the reason or a problem in the local cabinet? Any suggestions greatly appreciated. 

[Mark39]

@Smudge101 it's also possible that Sky were unable to transfer their number from their previous provider, which would give them the impression that they're not receiving calls. If they can dial 17070 from their landline phone, the recorded message will tell them the number they've been assigned.

When was their Sky service activated? It does sometimes take 24 hours or so for the phone service to be fully activated.