topic Re: Sky fibre voice issue in Talk

Sky fibre voice issue

Karsan-C — Sat, 03 Dec 2022 18:21:51 GMT

Apologies if this issue has already been posted before. Once every one or two months my sky fibre broadband voice service stops working, most of the time it is in the middle of the night. I have a life line connected directly to the broadband hub and when the voice connection fails, there is a load alert which wakes the everyone. I have to reboot the broadband router to reset the voice connection. I was sent a new router when this issue happened the first time but the issue is intermittently reoccurring, no current pattern when the voice connection fails. I have gone through the sky app to attempt a resolution, the only temp fix that works is rebooting the line. I am confident that it is not a bt line issue, the internet still works when the voice connection fails. any idea why this is occurring and can anyone recommend a perm fix?

Re: Sky fibre voice issue

Mark39 — Sat, 03 Dec 2022 19:47:09 GMT

I don't know what the cause is. I'm afraid. You could try proactively restarting your Hub once a day to see if it helps? Failing that, I think you'll have to report it again to Sky.

Re: Sky fibre voice issue

Karsan-C — Sat, 03 Dec 2022 21:04:31 GMT

Waste of time reporting to sky broadband support, all they will do is send me another router. I'm wondering if it is due to a sky infrastructure issue, backend server which is service to support voice. Any idea how I can reach 2nd line support to get to the bottom of the issue?

Re: Sky fibre voice issue

Mark39 — Sat, 03 Dec 2022 21:44:52 GMT

@Karsan-C wrote:

Any idea how I can reach 2nd line support to get to the bottom of the issue?

Only via the call centre adviser.

Re: Sky fibre voice issue

Karsan-C — Mon, 05 Dec 2022 08:21:32 GMT

Woke up twice this evening, lifeline alerted to voice issues. First time reboot via remote worked but strange that all the syslogs were auto deleted after the reboot but last voice disconnected was logged.

second time I had to physically restart the router. Internet and voice issues but only the voice light was amber. Exhausted, mental and physically. Main worry is that my life line stopped working and the alert was loud, waking everyone. Someone must know why this happens

Re: Sky fibre voice issue

Karsan-C — Mon, 05 Dec 2022 08:27:08 GMT

@Mark39 @Can you let me know why you think a proactive restart would help?

there are quite a few posts on this issue which I have described.

Re: Sky fibre voice issue

Mark39 — Mon, 05 Dec 2022 09:42:34 GMT

@Karsan-C wrote:

@Mark39 @Can you let me know why you think a proactive restart would help?

Intuition only, I'm afraid. I don't know whether it will help or not.

Re: Sky fibre voice issue

TimmyBGood — Mon, 05 Dec 2022 11:24:13 GMT

@Karsan-C wrote:

Main worry is that my life line stopped working and the alert was loud, waking everyone.

I think Sky sales should have advised you that reliance on such devices/services typically contraindicates migration to SOGEA broadband where there's no longer any PSTN service: unfortunately you're basically being used as a test case, which really isn't appropriate.

Re: Sky fibre voice issue

cymru123 — Mon, 05 Dec 2022 12:20:07 GMT

The association that represents the technology enables care and telecare industry (TSA) is recommending the providers of such care line/telecare devices and services to upgrade them to compatible digital alternatives rather than using ones that communicate through a traditional analogue phone port (e.g via the ATA).

Below is screen shots of the bulletin from TSA available at: https://www.tsa-voice.org.uk/downloads/events_2022/tsa_2022_surgeries_round_3_-_november_2022_final.pdf

Re: Sky fibre voice issue

TimmyBGood — Wed, 07 Dec 2022 10:50:19 GMT

@cymru123 wrote:

The association that represents the technology enables care and telecare industry (TSA) is recommending the providers of such care line/telecare devices and services to upgrade them to compatible digital alternatives rather than using ones that communicate through a traditional analogue phone port (e.g via the ATA).

And some of its members appear to be coming dangerously close to outright lies: in response to this thread I was looking at one provider website that boasted about the 'battery backup' of its product while entirely failing to mention that an ISP router (and an ONT in the case of FTTP) also require such backup (with significantly greater load capacity) to have any functionality in the event of a mains outage.