Just moved from Tesco. Now, no incoming calls !!

fruitpie

Hi everyone,

Here we go again....same ole, same ole,

My parents were with Tesco for Line Rental with anytime calls and basic BB.

TT, as we know bought Tesco's out and my parents did not want to be with TT. So they decided to Swap to Sky.

The swapover of services took place yesterday. Their landline is now only allowing outgoing calls. When you ring their number, a message says - currently not receiving calls.

They are able to make outgoing calls and also their BB with the new Sky router is working fine.

Dad rang Sky this morning, 50 minuets on the phone and they don't know why they have this problem, but they will speak to Openreach.

My question is - why does this happen. (Similar problem occurred for them when they swapped from BT to Tesco, except they couldn't ring out - that problem went on for weeks !

Surely it's just a case of swapping some cables or something or other at the exchange - or isn't it. ??? .... I would love to know.

(Incidentally their Phone line and BB was working all ok and dandy before yesterday)

Cheers

rusty_f

This may be a problem with the number port. Being able to make calls but not receive them may indicate that there is a problem directing the calls to the Sky network.

Do you know anyone who has a Sky service? If they call your parents number and they get through, that would more or less confirm that it is a number port problem.

fruitpie

rusty_f wrote: »

This may be a problem with the number port. Being able to make calls but not receive them may indicate that there is a problem directing the calls to the Sky network.

Do you know anyone who has a Sky service? If they call your parents number and they get through, that would more or less confirm that it is a number port problem.

Hi Rusty, thanks for your reply. I am with Sky, and even when I ring them, still the recorded message says - "currently this phone is not receiving calls"

rusty_f

fruitpie wrote: »

Hi Rusty, thanks for your reply. I am with Sky, and even when I ring them, still the recorded message says - "currently this phone is not receiving calls"

Probably not a number port issue then. It'll need a second line support person to investigate.

notbritishgas

If you can ring out it is possible that a new number has been connected to the line.
can you check what number shows if you ring a mobile or such like?

fruitpie

notbritishgas wrote: »

If you can ring out it is possible that a new number has been connected to the line.
can you check what number shows if you ring a mobile or such like?

Hello notbritishgas,

Thank you, but got my dad to ring me and their exiting, correct number which they have had for 40 years comes up on my telephone screen as their telephone number !

Anymore ideas.?

I still don't understand how this can happen ! A cable is a cable ? :shocked:

LazyTyper

I can think of two causes:

• The number has not yet been ported, for whatever reason
• The number has already ported but not yet "attached" to your line - this would explain why it doesn't work both off-net and on-net (Sky to Sky)

either of which should not have happened and will need to be resolved by Sky, the new (gaining) provider.

I am making the assumption that you are on an LLU service (Sky have equipment in the exchange). If not, you are most likely on the "Sky Broadband Connect " product, which is non-LLU and service is generally provided by BT Wholesale. You will probably pay a bit more for the service.


I know this doesn't help, but hopefully explains what might have happened (and out with your control). However, I do suggest calling Sky and persist this is escalated immediately.

fruitpie

Thank you LazyTyper...

It's my mums birthday tomorrow, so I guess she may miss out on some birthday telephone greetings. Will get Dad to chase Sky again tomorrow.
Thanks so much for your reply.

LazyTyper

fruitpie wrote: »

Thank you LazyTyper...

It's my mums birthday tomorrow, so I guess she may miss out on some birthday telephone greetings. Will get Dad to chase Sky again tomorrow.
Thanks so much for your reply.

One thing you could do is call 17070 from the landline. That will playback the current phone number.

If that works, you should be able to tell friends and family that is the temporary number until the usual number is back in service.

brewerdave

LazyTyper wrote: »

One thing you could do is call 17070 from the landline. That will playback the current phone number.

If that works, you should be able to tell friends and family that is the temporary number until the usual number is back in service.

...but post#6 says that the previous number is showing when an outgoing call is made to another phone ? Very strange fault:(

jem16

I have had similar problems when porting numbers between Sky and BT providers but it's not quite the same as this.

Twice when porting a number from a BT provider to Sky, the day before something started to happen which no-one as yet can explain. That day, when anyone already on the Sky network tried to phone the about to be ported to Sky number, the number simply rang out. Those on a non Sky line could still call that person and get through.

Once the port actually took place the next day, all was well again.

So something was happening I assume with the database as no physical reconnection had been done the day before the port was due to take place.

We certainly didn't get any message. It just rang out and was never answered as it wasn't ringing at the other end.