NOW broadband and calls package - can't receive calls!

AndyPK

If your phone is quite old. I just wonder if there is a problem with the ringer wire (pin 3) or if the phone is set to mute rings? !




If you ring it from your mobile and pick up and house phone after a few seconds, does the call come thru ?

iniltous

As advised , you need to check the phone is capable of ringing, and doesn't have a ringer fault , or the ringer on mute/off ( it's probably fine).
I still think it is a number port problem, if BT were your previous provider , but now you are a Now TV phone customer but don't receive incoming calls , ( but 17070 reports the correct number...just out of curiosity , Sky's platform AVR , starts with something like 'Hi, I'm Zoe, what do you want....' , does NowTV have the same automated voice response ?).
Unfortunately , if the port has gone wrong , usually the gaining provider (Now TV) has to resubmit the port request again, but that may prove difficult if you cannot contact Now TV about it...incoming calls are probably in the twilight zone , lost somewhere between BT and Sky/Now TV , no doubt they will blame each other , but it's upto your current provider to sort the issue out, not your old provider , even if the old provider is involved .

Roger1

AndyPK wrote: »

If you ring it from your mobile and pick up and house phone after a few seconds, does the call come thru ?

No. Using the mobile, I just hear a click. The phone itself is relatively new, about 3-4 years, I think.

iniltous wrote: »

I still think it is a number port problem, if BT were your previous provider , but now you are a Now TV phone customer but don't receive incoming calls , ( but 17070 reports the correct number...just out of curiosity , Sky's platform AVR , starts with something like 'Hi, I'm Zoe, what do you want....' , does NowTV have the same automated voice response ?).

Yes.

UPDATE
Thanks for all the helpful suggestions, folks.

I called the 0330 number again yesterday. 'Our lines are [still] exceptionally busy ... blah blah ... try later or hold on for up to 10 minutes' or similar.

It was 29 minutes before a person intervened. At least it was a 'free' call. She tested the line and confirmed the fault, telling me by calling my mobile. We have an engineer's visit next week.

Roger1

The Openreach engineer came yesterday, punctual and also a very pleasant chap.

After checking various bits and pieces without finding anything amiss, suspicion fell on the CallBlocker. Removing this removed the problem. It seems that all incoming calls were blocked. No indication of why there was a problem with NOW but not with Plus or BT.

Anyway, we're up and running now. NOW customer service has been dismal but Openreach saved the day.

Thanks again to fellow MSEers for your advice.

Mister_G

I assume that the CallBlocker is your own piece of equipment.

If the OR engineer found no fault with their equipment, then I fear that OR may bill Now for the visit.

If so, you can expect a bill from Now.

Roger1

Mister_G wrote: »

If the OR engineer found no fault with their equipment, then I fear that OR may bill Now for the visit.

Thanks. I wondered about this.

As the CallBlocker previously worked satisfactorily with BT most recently and with Plus before that, it's all a bit of a mystery. I'll report back if anything unwelcome transpires.

AndyPK

You probably had caller display enabled before?

With Now its £1 a month extra.

Roger1

AndyPK wrote: »

You probably had caller display enabled before?

With Now its £1 a month extra.

I was about to mention this unintended consequence! Thanks for the reminder.

AIUI the service will be complimentary shortly so I'll let sleeping dogs lie, especially as many of our incoming calls are on our mobiles anyway.