topic Hub drops VOIP and Some website access in Archive

Hub drops VOIP and Some website access

JRDixon — Thu, 10 Jun 2021 21:28:42 GMT

I have recently join sky with fibre to the premses, but eversine joining I have noticed that my router drops the Voice connections several times each day.

The router light for Voice turns Orange and I cannot make any calls. Restarting the router does not seem to work straight away.. sometimes I need to restart the router 3 or 4 times until I get both the Voice and Internet lists green. Sometimes restarting the router stops the internet connection working in addition to the voice.

I have spoken to Sky and they have tested the line. but found no faults. They sent a replacememt router but this made no difference.

I have been checking the router logs today and noticed this error message intermittently throughut the day..

Voice Disconnected RegFail Call OnHook

This has happen 13 times today, the lasted just now when the phone has stopped working.

I have also noticed that eventhough the interent light is Green , and I can successfully access Goggle etc. Some site that I have tried to access afre coming back server not found!

www.sky.com

www.ebay.co.uk

www.apple.com

And I cannot access the APP Store on my ipad... so obviously there are some internet problems too eventhought the router light is green?

Any ideas??

Re: Hub drops VOIP and Some website access

Chrisee — Fri, 11 Jun 2021 06:30:04 GMT

@JRDixon this is a known issue see this post from Sky's Community Manager. If you keep,an eye on that thread Sky will post updates when they have found a fix.

Re: Hub drops VOIP and Some website access

JRDixon — Fri, 11 Jun 2021 07:52:16 GMT

Thanks for the info. I will keep an eye out on that thread.

Re: Hub drops VOIP and Some website access

MarieN — Sun, 12 Sep 2021 21:25:11 GMT

Hi there, @Chrisee

I am having the same issue. The link posted above for updates doesn't work for me (I get an access denied message). Have there been any recent updates on how to resolve this issue?

Re: Hub drops VOIP and Some website access

Chrisee — Mon, 13 Sep 2021 04:54:27 GMT

@MarieN there was an issue that caused the voice line issue to drop which was traced to a fault in a number of machines at Sky's end which was fixed. It may be recurring as your's is one of a number of reports recently. Report the issue to Sky in the short term a hub reboot may restore the service if it is the same issue..

Re: Hub drops VOIP and Some website access

hoppo777 — Thu, 02 Dec 2021 09:40:16 GMT

@Chrisee, I recently joined Sky Broadband and the same issue is affecting me. I have reported it twice to Sky now as it has happened at exactly the same time, two days in a row. The first time i required a router reset, yesterday however it corrected itself after around 15 minutes.

I reported both incidents to Sky who said it is because i am in the first 14 days and it will iron these bugs out itself?

Do you think I should just wait the 14 days as looking at some threads, it would seem this is a reoccurring issue for a number of people.

Re: Hub drops VOIP and Some website access

Chrisee — Thu, 02 Dec 2021 10:30:19 GMT

@hoppo777 the 14 day excuse is a common one used by Sky Customer Support some issues do get sorted but some dont. Not sure on this one there appears to be something in Sky's systems that causes the issue rather than it being a router or line fault as such. The reboot usually change the IP address and the particular Sky kit you connect through avoiding the dodgy box.

Thst works with DNS issues that Sky occasionally have.