topic “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present in Home Phone

“Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Figgis — Mon, 10 Nov 2025 20:02:35 GMT

Last week I phoned a large London company and kept getting the same result. The calls were not connected and instead I kept getting the same voice saying “Sorry, but your call cannot be completed,” followed by, “This number is not accepting calls at present.” I tried three different numbers with the same result. I emailed the company and they said their phones were working as normal. I called the same numbers using my mobile and got through to a person straight away. The next day I reported the problem to TalkTalk and the person I spoke to said he would run a line test and he changed some setting & that should sort it. I tried ringing the same numbers and got through straight away.

Today, I had to phone a hospital about an appointment and the same problem occurred. I don't have the problem with friends and family numbers I phone regularly. My tel number starts with 0208. The problem numbers started with 0207, and 0204. I don't know if that is relevant. I blocked premium numbers years ago. I unplugged the phone from the power and telephone line today for over an hour as last weeks CS assistant said that may work. It did nothing. I tried reporting the problem again today but that was a fiasco. In the end we were trading text messages.

Any ideas on what is happening?

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Philile-TT — Tue, 11 Nov 2025 07:00:35 GMT

Hi there @Figgis just to confirm you are only having issues getting through to companies if you calling by landline? Is this happening to all service numbers?

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Figgis — Tue, 11 Nov 2025 10:51:19 GMT

Hi Phili

To date I have not had the problem with personal phone numbers, only the services mentioned. I was able to connect to the same problematic numbers using my mobile.

I tried a different hospital just now; the number starts with 0207, the same message and it did not connect.

An 0808 number (Energy Co) was engaged.

Gas Co, 0333 connected OK

BT 03330 engaged tone.

Media Co, 0345 engaged tone

Supermarket branch, 0208 did not connect, same message

Boots Pharmacy branch, 0208 connected OK

If you want to supply some numbers for me to try, I will happily do so.

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Philile-TT — Tue, 11 Nov 2025 11:45:14 GMT

@Figgis Thank you for that information, are you currently at home where the TalkTalk services are installed?

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Figgis — Tue, 11 Nov 2025 12:11:21 GMT

Yes, I'm at home and will be for the next couple of hours.

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Philile-TT — Tue, 11 Nov 2025 12:35:49 GMT

The line test result has identified an issue that may be caused by equipment and wiring in your home.

These issues are most often caused by problems with internal wiring. Common causes are:

incorrect filter setup
old, worn or damaged wiring
use of an extension cable between the master socket and the router
connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property

I'll need to perform the test again with your equipment disconnected to check the most likely cause.

I'll guide you through the steps needed. Once I've retested with the equipment disconnected, I'll be able to tell you if an engineer is required or whether there are issues, I can investigate with you through further checks.

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Philile-TT — Tue, 11 Nov 2025 12:40:58 GMT

Please check and confirm if your telephone is correctly connected to their master socket?

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Figgis — Tue, 11 Nov 2025 13:29:07 GMT

incorrect filter setup (no filter is required with the master socket)
old, worn or damaged wiring (why would that only affect some numbers and not the ones I phone regularly)
use of an extension cable between the master socket and the router (I don't have an extension)
connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property (I only have the master socket. It was installed by Openreach a few years ago when I was experiencing ongoing internet problems. They also disconnected an old unwanted extension at the same time.)

When I first reported the problem last week, the agent seemed to understand the cause. He changed a setting, and I was able to connect straight away to the problem numbers. Has your 'system' overwritten the change?

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Philile-TT — Tue, 11 Nov 2025 12:59:21 GMT

The system has picked up a fault with the landline hence it prompting to do diagnostics.

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Figgis — Tue, 11 Nov 2025 13:01:01 GMT

Yes, it's connected and I just called your number to establish if it's connecting. It is.

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Philile-TT — Tue, 11 Nov 2025 13:02:28 GMT

Did you test your phone in the test socket before contacting us?

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Figgis — Tue, 11 Nov 2025 13:22:40 GMT

I reported the problem on here because I thought others may have experienced the same error message on connecting and that you would easily find the solution and get it sorted. Then you would report back that it was fixed. That does not seem to be the case. Please phone me or get someone to phone me if you want more answers or want to do tests.

NOTE. I only have the Openreach master socket and it does not need separate filters. The phone with answerphone is connected to it. The phone is a BT4600 twin handset phone. One handset is on charge while the other is in use. That is why an extension is not needed, just the master socket.

I just dialled the three numbers that first alerted mt to the problem. One did not connect and the same message "Sorry, but your call cannot be completed" the other two numbers connected straight away.

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Philile-TT — Tue, 11 Nov 2025 13:25:03 GMT

@Figgis can I ask that you please call in using the customer service number 03451720088 during these hours Monday - Friday 9am - 7pm; Saturday - 9am - 6pm; Sunday - Closed.

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Figgis — Tue, 11 Nov 2025 13:53:02 GMT

Does that mean I have to go back to the beginning after all the questions you asked and I answered. Have you checked if anyone else has the same message when trying to connect to a number?

Is Fidelis UK auto attendent the new TalkTalk greetng on 03451720088?

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

ferguson — Tue, 11 Nov 2025 14:17:45 GMT

You could try connecting at the test socket as previously requested, all you have to do is remove the faceplate on the master socket as shown here:

https://help-centre.talktalk.co.uk/Broadband/Manage_my_network_and_devices/Your_guide_to_main_phone_sockets

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Figgis — Wed, 12 Nov 2025 11:04:19 GMT

Hello Ferguson.

I contacted Talk Talk support after Philile-TT suggested it & they told me to plug the phone into the master socket and to use a microfilter. I did that, tried the hospital number that last demonstrated the problem and got the same error message instead of a connection. When the Openreach Mk4 master socket was installed, the engineer told me that it had an inbuilt filter so attaching a separate microfilter was unnecessary. Is it?

I had a few disconnections when I was on the phone to TT yesterday PM. I also had a couple of strange replies on dialling 03451720088 on Mon PM and yesterday PM. Instead of thanks for calling TT, the greeting was from Fidelis UK auto attendant. I redialled a couple of times yesterday to check and note the message.

A Talk Talk engineer is coming tomorrow to check my connection. It seems that a line test detected a problem. I tried phoning the same hospital number just now, and instead of connecting, I received the same message, “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present" . If I call on my mobile, I get through straight away.

The landline phone is still connected to the master socket through the filter.

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Figgis — Wed, 12 Nov 2025 11:44:45 GMT

Hello Ferguson

I called Talk Talk support yesterday PM, explained what was happening and they ran a line test. A problem showed and they are sending a TT engineer tomorrow. I spoke to three different agents as the call disconnected a few times.

I have an Openreach Mk 4 socket which has an inbuilt filter, according to the Openreach engineer who fitted it, so a separate filter is unnecessary. Is that the case? Talk Talk CS phone support told me to connect the phone through a separate microfilter to test it. I did so, dialled the hospital number that last demonstrated the problem and I received the same error message instead of being connected. The phone is still connected via the filter, and I tried the same hospital number with the same result just now. If I call the number using my mobile, it connects straight away, as with all the problem numbers.

On Monday PM and yesterday PM, when I dialled 03451720088 instead of hearing the usual Talk Talk greeting I heard "Fidelis UK auto attendant" I redialled the number a few times in succession so I could take a note of the greeting. Is that the TT equivalent of Heuston, we have a problem?

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

Figgis — Wed, 12 Nov 2025 14:29:04 GMT

Hi Ferguson

I have written and posted replies to you, and when I realised the first reply did not appear, I wrote and posted a second reply. Neither of them is shown now. After posting the first reply, I used Chat to query a billing item and when I tried to eXit the message box it would not let me. So I'm going to give you a brief reply.

My OPenreach Mk 4 socket has an inbuilt filter according to the engineer who installed it. Yesterday, on the instructions of the TT phone agent I connected a microfilter and connected the phone to it. I then phoned the hospital number that demonstrated the fault last and it did not connect. The same message was played.

I had to speak to 3 TT agents yesterday as the connection kept dropping.

When I dialled 03451720088 , instead of the usual Talk Talk greeting I heard Fidelis UK auto attendant. That happened twice on Monday PM and a few times Tuesday PM. I redialled so I could note the details. Was that a wrong number or a system message?

I tried dialling the same hospital number just now, and instead of connecting, I heard the same message:

"Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present". If I use my mobile to call I connect straight away.

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

ferguson — Wed, 12 Nov 2025 15:52:38 GMT

It seems that @Figgis is having trouble posting here for some reason, so they have messaged me personally. They have tried the test socket:

"I have the separate filter connected to the single test socket and the phone and internet connected to the socket. It has made no difference."

As they have done all they can internally it seems that the next step will be to arrange an Openreach engineer visit.

Re: “Sorry, but your call cannot be completed,” then, “This number is not accepting calls at present

nambuso-TT — Wed, 12 Nov 2025 16:38:24 GMT

Hi there

@ferguson Looking at the customer's account I can see that there is a Brightspark engineer booked for the customer. The appointment is booked for the 13-Nov-25 12:00:00 - 15:00:00.