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Aspiring Contributor
359 Views
Message 1 of 8

The number you dailled cannot be recognised

Hi

I am hoping someone can help with this. I am posting the question on behalf of my mother who consistently gets the message "The number you dialed cannot be recognised" whenever she dial my sister's landline number from her landline number. I do not see the issue when I dial my sister's number, nor does my mother get that message for any other of the calls she makes. My mother and my sister are not on the same  exchange, and my mother insists she isn't dialing incorrectly or dialing too few or too many number digits. She doesn't use "contacts" facilities in her phone or even last number redial so I am confident this issue is a real problem !

I have also recently replaced both her handsets with "simple" BT handsets, so I'm very confident that its not an issue with the number buttons not working.

Any advice or suggestions really appreciated ! as its really driving her nuts (and now me !)  Thankyou

7 REPLIES 7
Distinguished Sage
Distinguished Sage
352 Views
Message 2 of 8

Re: The number you dailled cannot be recognised

@barkie 

Who does your mother pay her phone bill to?

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Aspiring Contributor
334 Views
Message 3 of 8

Re: The number you dailled cannot be recognised

Apparently she is with Southern Electricity

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Recognised Expert
332 Views
Message 4 of 8

Re: The number you dailled cannot be recognised

In addition the the question already asked ( is your mother a BT Consumer customer ) is your sister also a BT Consumer customer, and has either party recently changed phone provider ?
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Distinguished Sage
Distinguished Sage
332 Views
Message 5 of 8

Re: The number you dailled cannot be recognised


@barkie wrote:

Apparently she is with Southern Electricity


Then she would have to contact them, and they will need to arrange for Openreach to look at the phone line, as there is most likely a line or call routing fault.

This is a BT Retail Customer Forum, and can only help people who pay BT Retail for their phone line.

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Aspiring Contributor
317 Views
Message 6 of 8

Re: The number you dailled cannot be recognised

So my sister recently had a new telephone number as she moved to Billingshurst last year

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Distinguished Sage
Distinguished Sage
312 Views
Message 7 of 8

Re: The number you dailled cannot be recognised


@barkie wrote:

So my sister recently had a new telephone number as she moved to Billingshurst last year


Only Southern Electricity (phones) can deal with this as it could be a routing issue from your mother`s line to your sister`s line.

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Aspiring Contributor
292 Views
Message 8 of 8

Re: The number you dailled cannot be recognised

Thanks Keith - appreciate the speedy response, and insight into what the problem may be.