This topic

Digital phone interface with mobile phones

LXXV — Tue, 03 Jan 2023 19:28:36 GMT

I have recently complained that members of my family who are using Sky simms can’t contact my home landline; this has been acknowledged as BT have offered to release me from my contract . We have also had problems when using mobile phones within the house which we never use to have ; I’ve just realised that moving away from digital phone’s helps improve our mobile reception. This really does put a large question mark over “Digital Phone”. My wife and I never had to move around the house to obtain good mobile reception in the past so something has changed. I’ve been contacted by another community member who has problems with mobile phones contacting her landline BT staff have all tried to help me but none have managed to resolve the Sky to landline issues.

Steve B

Happy new year

Re: Digital phone interface with mobile phones

imjolly — Tue, 03 Jan 2023 20:16:37 GMT

There are other posts where customers moving to DV have problems receiving calls from people using sky mobile. This is currently being investigated. However this does not happen to everyone who moves to DV and question is why is the problem associated with sky mobile.

I am on DV and my wife and I use SKY mobile and don't have any problems calling my home number. Sooner BT find the problem and fix it the better as more and more move to DV

I do find it really odd that you have problems with your mobiles when close to DV phones as DV uses dect and your mobiles are using either WiFi calling or 4/5g to make calls

Re: Digital phone interface with mobile phones

jac_95 — Tue, 03 Jan 2023 20:33:18 GMT

@LXXV

Has the family members also raised the issue with Sky? As it needs both BT and Sky to look into the matter to help resolve. It could be an issue on either side of the providers network.

Re: Digital phone interface with mobile phones

LXXV — Tue, 03 Jan 2023 20:37:11 GMT

Hi , many thanks for your reply. It’s a pity as I do not want the hassle of moving to a different provider.At 75 it’s important that the 4 know members of my family who are on Sky can contact my landline. I honestly believed that this issue would be escalated as a priority but to just release me from my contacts gives the message that the problem is insurmountable.
we have definitely noticed difficulties with the reception of our mobile reception (EE and O2) I will only be able to test this by changing my provider.

many thanks

steve B

Re: Digital phone interface with mobile phones

LXXV — Tue, 03 Jan 2023 20:43:53 GMT

Yes , Sky was the first call I made . They told me to contact bt. I’m paying for a service and do not wish to be passed round in circles. If it’s a Sky problem Bt should take this up with Sky directly or vice Verda.

many thanks

Seve B

Re: Digital phone interface with mobile phones

imjolly — Tue, 03 Jan 2023 21:19:49 GMT

From previous posts on various sky/BT problems the reply from Sky is always contact BT never we will look into it. Your problem could be BT but just as easy be a SKY problem. As I posted I have DV and use SKY mobile and do not have any problems as you describe

Re: Digital phone interface with mobile phones

LXXV — Tue, 03 Jan 2023 21:24:24 GMT

Thanks for your reply ; either way as I’m paying for a service please explain why I should have to sort out who is at fault Sky or BT ?

Re: Digital phone interface with mobile phones

imjolly — Tue, 03 Jan 2023 21:45:22 GMT

@LXXV

It is not up to you to sort out your problem but it needs both BT and SKY to acknowledge you have a problem and should work together to solve it.

Re: Digital phone interface with mobile phones

LXXV — Tue, 03 Jan 2023 21:49:53 GMT

Hi , absolutely spot on . Thank for your support.

Re: Digital phone interface with mobile phones

iniltous — Tue, 03 Jan 2023 22:21:23 GMT

Although I agree that BT as your provider have a responsibility to you , your relatives that are Sky mobile customers should be thinking that Sky have a responsibility to them, in other words your ‘complaint’ , that ‘Sky customers cannot contact my landline’ , is no more valid than the Sky customer stating ( to Sky ), ‘ I cannot contact a BT landline ‘ and you state that simply was dismissed by Sky as ‘contact BT’ , presumably you at least concede BT haven’t taken the apparent Sky attitude of saying ‘ Sky problem, contact Sky’.

If a letter were posted to you from ( for example ) America, but did not arrive, immediately assuming that the letter delivery must have failed in the UK , because the American carrier said so , could be a little naive, did the letter ever leave the American ‘network’ and make it into the British one , you cannot deliver something you never have possession of.
Interconnectivity between networks , landline , VoIP , mobile is complicated and ( obviously ) requires multiple provider ‘inputs’ when calls transit across disparate networks.

Sky mobile is a MVNO , basically Sky use O2 , they don’t have their own mobile network, even if your issues started when you were converted by BT to DV from PSTN , it’s possible that Sky /O2 have network/data changes to make in their own network but it’s also possible that Sky/O2 have done whatever is necessary, (which may be nothing) , and the problem is entirely within BT , but unless you have an intimate understanding of the way these interconnections are handled , it’s pure speculation where problem is .

There have been examples, not involving DV , where calls from everywhere to a BT customer are successful , apart from one network provider ( that may encompass more than one provider , like Sky and O2 , and any other MVNO on O2 ) but BT offer a penalty free exit , not as an admission that they are at fault , but accepting that BT cannot effect data changes in other operators networks, and if this other network insists there is no error and doesn’t cooperate in investigation where the error is , there isn’t much BT can do about that, and at least are not holding onto a customer that has a known issue that proves to be ‘impossible’ to resolve.

I must stress, I’m not blaming Sky , I’m simply suggesting that as we have no way of knowing the intricacies of network routing , we cannot really apportion blame.

Re: Digital phone interface with mobile phones

LXXV — Tue, 03 Jan 2023 22:26:25 GMT

Many thanks , it’s very simple; I’m paying for a service which is not working .
Please try and keep your replies short and to the point.

happy new year

Steve B

Re: Digital phone interface with mobile phones

iniltous — Tue, 03 Jan 2023 23:21:23 GMT

Short and to the point version, your relatives are paying for a service that isn’t working

Re: Digital phone interface with mobile phones

LXXV — Wed, 04 Jan 2023 04:22:21 GMT

Many thank for your reply.

I appreciate your comment and
totally agree with you . Reversing the situation is ok but it does not solve the problem.

If there are only 4 main providers do I just expect that as well as my family many other people are unable to connect to my land line ?

The BT staff that I have dealt with have all tried to help resolve this problem. They were extremely pleasant to deal with.

Steve B

Re: Digital phone interface with mobile phones

licquorice — Wed, 04 Jan 2023 08:41:09 GMT

But you have made your mind up that the fault lies with BT, when in reality that is unproven. BT cannot be expected to resolve the problem if it lies with Sky. Are your contacts being as vociferous with Sky?

Re: Digital phone interface with mobile phones

LXXV — Wed, 04 Jan 2023 09:13:55 GMT

Hi , once again many thanks for your comments.

Steve B

Re: Digital phone interface with mobile phones

Anonymous — Wed, 04 Jan 2023 09:28:41 GMT

Seems like the next step would be to find someone with both Sky mobile & DV who can successfully call their own DV. Then ask them nicely by PM if they would be willing to call yours to see if it gets through. That should tell you whether it's a Sky or BT issue. Maybe if you asked extra nicely, they might be willing allow you contacts to call them to double-check?

As for DV phones interfering with mobile signal, that would be easy enough to prove by simply powering them off & see if the issue goes away.

Re: Digital phone interface with mobile phones

Anonymous — Wed, 04 Jan 2023 11:29:42 GMT

@LXXV Sorry to hear you are having problems. This reminds me of a similar problem with 5G interfering with some people's Freeview televisions - the solution being the use of a special filter that plugs into the back of the T.V. But I realise that won't be of much use to you.

All you can do for now is switch off your DV phone, completely unplug it, so you are able to make mobile phone calls adaquately without interference. Then switch it back on again after you've made your mobile phone calls with Sky.

Re: Digital phone interface with mobile phones

LXXV — Wed, 04 Jan 2023 15:12:38 GMT

Many thanks for reply and information

steve b

Re: Digital phone interface with mobile phones

LXXV — Wed, 04 Jan 2023 15:19:22 GMT

Many thanks Panda 55.
I didn’t know 5G interfered with free view.

steve b

Re: Digital phone interface with mobile phones

imjolly — Wed, 04 Jan 2023 15:23:26 GMT

@Anonymous wrote:

Seems like the next step would be to find someone with both Sky mobile & DV who can successfully call their own DV. Then ask them nicely by PM if they would be willing to call yours to see if it gets through. That should tell you whether it's a Sky or BT issue. Maybe if you asked extra nicely, they might be willing allow you contacts to call them to double-check?

As for DV phones interfering with mobile signal, that would be easy enough to prove by simply powering them off & see if the issue goes away.

as I already posted I have DV and use SKY mobile and have no problems with calls