Phone unavailable after switching to full fibre

[spacehopper]

After switching to full fibre, and plugging the phone into the router, all seemed OK and I could make calls, however when someone calls they are greeted with a "this person's phone is currently unavailable, please try later". This has been an issue for a few days now. I've contacted Sky and they can see that there is an issue with the Sky Talk order (in exception) and "some features may not be available".

Yesterday, the phone did ring and I was able to speak with the caller, so it's either intermittent and I've not been lucky enough to get it at the right time from a couple of mobiles or it's another issue.

Although I didn't expect it to resolve the issue, at Sky's request, and to humour them, I powered both the router and ONT off for 1 hour and reconnected the phone. It didn't resolve the issue.

I have been making calls from a mobile with VoLTE and also from a VoIP deskphone and these are the phones that I have seen the issue with. I am not sure about the caller that successfully got through.

I note that Sky Talk Shield isn't showing active on the account. I just wonder if it is and blocking certain calls such as those from VoIP devices.

Anyway, thought I'd pop on here to see if anyone else has seen this and, if so, how was it resolved.

I'm still waiting for Sky to investigate and get back to me.

Thanks in advance

[TimmyBGood]

@spacehopper 

It's important to distinguish between between an analogue handset plugged into the phone port on the Hub and a VoIP phone on ethernet or WiFi: these are absolutely not the same thing.

Talk Shield shouldn't be relevant, but delay with provisioning Sky Talk Internet Calls appear to be fairly common.

[spacehopper]

Thanks for the response.

I do appreciate and understand the difference between digital and analogue telephone service. The point I think I made was that the issue may be related not so much to the phone connected to the router but the devices making the call.

I think I also read that Sky Talk Shield has been problematic in the past with it blocking some incoming calls.

Just thought I'd ask here while waiting for an answer from Sky, who are already a few days late getting back to me.