Sky Talk Shield Activation (failure to enable for over 12 months)

[inferiorsbeware]

I have been with Sky for over a year now and during this time I have not been able to enable Sky Talk Shield across 2 addresses. Whilst I have spoken to support, they seemed to indicate this is a known issue and that it's a 'handful of exchanges' impacted. Whilst I am fine with this and realise not all things are perfect, and appreciate this is a mass market ISP,  where I am ok with success being measured as 99.x% of customers getting a service as intended, having since moved address to a different county council and a different area and having migrated from VDSL2+ architecture to FTTH,  I still see the same error on sign-up. The explanation of this issue affecs 'a handful of exchanges' seems less probably, i.e. it would be unlucky and even unlikely that I have moved to an area that just so happens to be one of the very few exchanges also impacted.

Server response below (in response to pressing Get Started to enable the Sky Talk Shield) at https://www.sky.com/shop/choose/talk-shield/activate:

<div style="background:#1e1e2e;border-radius:8px;padding:1.5rem;font-family:'SFMono-Regular',Consolas,'Liberation Mono',Menlo,monospace;font-size:13px;line-height:1.7;color:#cdd6f4;overflow-x:auto;white-space:pre;">
[
  {
    <span style="color:#cba6f7;font-weight:600">"errors"</span>: [
      {
        <span style="color:#cba6f7;font-weight:600">"message"</span>: <span style="color:#a6e3a1">"CBS Sales Interaction Service service error: 412 - sis.interaction.incompatible.features, sis.rampage.insufficient.products.of.type.in.delta.portfolio, sis.rampage.too.many.products.in.delta.portfolio, sis.product.not.available"</span>,
        <span style="color:#cba6f7;font-weight:600">"cause"</span>: {
          <span style="color:#cba6f7;font-weight:600">"name"</span>: <span style="color:#a6e3a1">"RemoteServiceError"</span>,
          <span style="color:#cba6f7;font-weight:600">"statusCode"</span>: <span style="color:#fab387">412</span>,
          <span style="color:#cba6f7;font-weight:600">"message"</span>: <span style="color:#a6e3a1">"CBS Sales Interaction Service service error: 412 - sis.interaction.incompatible.features, sis.rampage.insufficient.products.of.type.in.delta.portfolio, sis.rampage.too.many.products.in.delta.portfolio, sis.product.not.available"</span>,
          <span style="color:#cba6f7;font-weight:600">"errorCodes"</span>: [
            <span style="color:#a6e3a1">"sis.interaction.incompatible.features"</span>,
            <span style="color:#a6e3a1">"sis.rampage.insufficient.products.of.type.in.delta.portfolio"</span>,
            <span style="color:#a6e3a1">"sis.rampage.too.many.products.in.delta.portfolio"</span>,
            <span style="color:#a6e3a1">"sis.product.not.available"</span>
          ],
          <span style="color:#cba6f7;font-weight:600">"errorDescriptions"</span>: [
            <span style="color:#a6e3a1">"Calling Feature [Sky TalkShield] is not compatible with the target provisioning technology."</span>,
            <span style="color:#a6e3a1">"For product [14478] There are insufficient items [actual count=0] of dependent type [493] in Delta Portfolio [params: {PRODDEPENDENCYRULEID=3005, DEPCATPRODUCTID=null, QUANTITY=1, CANCELDEPENDENCY=true, DEPCATPRODUCTTYPEID=493, CATALOGUEPRODUCTID=14478}]"</span>,
            <span style="color:#a6e3a1">"For product [14478] There are too many items [actual count=1] of dependent product [14935] in Delta Portfolio [params: {PRODDEPENDENCYRULEID=5273, DEPCATPRODUCTID=14935, QUANTITY=1, CANCELDEPENDENCY=true, DEPCATPRODUCTTYPEID=null, CATALOGUEPRODUCTID=14478}]"</span>,
            <span style="color:#a6e3a1">"Basket product is not available based upon the current line check results."</span>
          ],
          <span style="color:#cba6f7;font-weight:600">"errorDetails"</span>: [
            {
              <span style="color:#cba6f7;font-weight:600">"code"</span>: <span style="color:#a6e3a1">"sis.interaction.incompatible.features"</span>,
              <span style="color:#cba6f7;font-weight:600">"description"</span>: <span style="color:#a6e3a1">"Calling Feature [Sky TalkShield] is not compatible with the target provisioning technology."</span>,
              <span style="color:#cba6f7;font-weight:600">"reason"</span>: <span style="color:#a6e3a1">""</span>
            },
            {
              <span style="color:#cba6f7;font-weight:600">"code"</span>: <span style="color:#a6e3a1">"sis.rampage.insufficient.products.of.type.in.delta.portfolio"</span>,
              <span style="color:#cba6f7;font-weight:600">"description"</span>: <span style="color:#a6e3a1">"For product [14478] There are insufficient items [actual count=0] of dependent type [493] in Delta Portfolio [params: {PRODDEPENDENCYRULEID=3005, DEPCATPRODUCTID=null, QUANTITY=1, CANCELDEPENDENCY=true, DEPCATPRODUCTTYPEID=493, CATALOGUEPRODUCTID=14478}]"</span>,
              <span style="color:#cba6f7;font-weight:600">"reason"</span>: <span style="color:#a6e3a1">""</span>
            },
            {
              <span style="color:#cba6f7;font-weight:600">"code"</span>: <span style="color:#a6e3a1">"sis.rampage.too.many.products.in.delta.portfolio"</span>,
              <span style="color:#cba6f7;font-weight:600">"description"</span>: <span style="color:#a6e3a1">"For product [14478] There are too many items [actual count=1] of dependent product [14935] in Delta Portfolio [params: {PRODDEPENDENCYRULEID=5273, DEPCATPRODUCTID=14935, QUANTITY=1, CANCELDEPENDENCY=true, DEPCATPRODUCTTYPEID=null, CATALOGUEPRODUCTID=14478}]"</span>,
              <span style="color:#cba6f7;font-weight:600">"reason"</span>: <span style="color:#a6e3a1">""</span>
            },
            {
              <span style="color:#cba6f7;font-weight:600">"code"</span>: <span style="color:#a6e3a1">"sis.product.not.available"</span>,
              <span style="color:#cba6f7;font-weight:600">"description"</span>: <span style="color:#a6e3a1">"Basket product is not available based upon the current line check results."</span>,
              <span style="color:#cba6f7;font-weight:600">"reason"</span>: <span style="color:#a6e3a1">""</span>
            }
          ],
          <span style="color:#cba6f7;font-weight:600">"errorReasons"</span>: [],
          <span style="color:#cba6f7;font-weight:600">"contentErrorCodes"</span>: [ <span style="color:#a6e3a1">""</span>, <span style="color:#a6e3a1">""</span>, <span style="color:#a6e3a1">""</span>, <span style="color:#a6e3a1">""</span> ],
          <span style="color:#cba6f7;font-weight:600">"rootCause"</span>: [],
          <span style="color:#cba6f7;font-weight:600">"correlationId"</span>: <span style="color:#a6e3a1">"<span style="background:#111111;color:transparent;border-radius:2px;padding:0 3px;display:inline-block;user-select:none">████████-████-████-████-████████████</span>"</span>,
          <span style="color:#cba6f7;font-weight:600">"sessionId"</span>: <span style="color:#a6e3a1">"<span style="background:#111111;color:transparent;border-radius:2px;padding:0 3px;display:inline-block;user-select:none">████████-████-████-████-████████████</span>"</span>,
          <span style="color:#cba6f7;font-weight:600">"callId"</span>: <span style="color:#a6e3a1">"<span style="background:#111111;color:transparent;border-radius:2px;padding:0 3px;display:inline-block;user-select:none">████████-████-████-████-████████████</span>"</span>,
          <span style="color:#cba6f7;font-weight:600">"serviceName"</span>: <span style="color:#a6e3a1">"CBS Sales Interaction Service"</span>,
          <span style="color:#cba6f7;font-weight:600">"severity"</span>: <span style="color:#f38ba8">"ERROR"</span>,
          <span style="color:#cba6f7;font-weight:600">"attemptsRemaining"</span>: <span style="color:#fab387">2</span>
        },
        <span style="color:#cba6f7;font-weight:600">"locations"</span>: [
          { <span style="color:#cba6f7;font-weight:600">"line"</span>: <span style="color:#fab387">3</span>, <span style="color:#cba6f7;font-weight:600">"column"</span>: <span style="color:#fab387">5</span> }
        ],
        <span style="color:#cba6f7;font-weight:600">"path"</span>: [ <span style="color:#a6e3a1">"sales"</span>, <span style="color:#a6e3a1">"submitOrder"</span> ],
        <span style="color:#cba6f7;font-weight:600">"source"</span>: {
          <span style="color:#cba6f7;font-weight:600">"body"</span>: <span style="color:#a6e3a1">"mutation submitOrder {\n  sales {\n    submitOrder(acceptedTerms: true) {\n      success\n      orderReference\n      __typename\n    }\n    __typename\n  }\n}\n"</span>,
          <span style="color:#cba6f7;font-weight:600">"name"</span>: <span style="color:#a6e3a1">"GraphQL request"</span>,
          <span style="color:#cba6f7;font-weight:600">"locationOffset"</span>: { <span style="color:#cba6f7;font-weight:600">"line"</span>: <span style="color:#fab387">1</span>, <span style="color:#cba6f7;font-weight:600">"column"</span>: <span style="color:#fab387">1</span> }
        }
      }
    ],
    <span style="color:#cba6f7;font-weight:600">"data"</span>: {
      <span style="color:#cba6f7;font-weight:600">"sales"</span>: {
        <span style="color:#cba6f7;font-weight:600">"submitOrder"</span>: <span style="color:#f38ba8">null</span>,
        <span style="color:#cba6f7;font-weight:600">"__typename"</span>: <span style="color:#a6e3a1">"SalesMutations"</span>
      }
    }
  }
]
</div>

[Mark39]

@inferiorsbeware as you rightly post, this is a known fault which affects some customers (I agree, probably more than a handful of exchanges) and has been around for several years.

I suspect Sky deem it too expensive to fix, given the number of customers affected and the fact that there's a workaround using the buttons on a phone handset for the main app functions of adding to star and blocked lists.

[inferiorsbeware]

OK, understood. What is the workaround? 

Overall, since the house move and a new number being issued, I've not had a need to use the landline so it has remained unplugged. However, we had a cell tower outage and hence why I thought I'd give it a go.  It's not really a big deal - to be honest. I will say, Sky have done a very good job of matching the PSTN dial tone, sounds etc.  🙂  

[Mark39 · Accepted solution]

@inferiorsbeware see the section headed 'manage your lists using your home phone' in Sky's help guide here: https://www.sky.com/help/sky-talk/sky-talk-features/sky-talk-shield/articles/sky-talk-shield-using-s...