topic Re: Help Telephone specific issue in Talk

Help Telephone specific issue

JimM1 — Sun, 31 Dec 2023 14:58:52 GMT

Calling on your expertise on this one.

New install April this year for Dad 85yrs young. Broadband essential plus from sky, new master socket

fitted, ER115 installed and connected to master skt, panasonic dect answering base and 1 remote handset.

I have called sky today after i remote tested my end as i look after everything for him, my test appeared fine, the called advisor tested and on his intrusive test said, oops there is a problem and engineer is booked for 3rd Jan.

The requirement is 100% only for the phone, so can easily remove the router, but the issue that i think is i am on sky, he is now on sky, but when he calls me which is every day the line is so bad.

I have had people call me, to test my line from various landline/mobile etc and all seems reasonable my end, the sky advisor's call although from bulgaria support centre was also not very good.

I know you are ex-telecom's and i will be going up on 3rd to make sure i can support dad. Any ideas?

Sorry for the long winded question?

Jim

Re: Help Telephone specific issue

mae-3 — Sun, 31 Dec 2023 15:03:19 GMT

@JimM1

Are you on VoIP with Sky and Dad on PSTN with Sky?

Re: Help Telephone specific issue

JimM1 — Sun, 31 Dec 2023 15:53:26 GMT

@mae-3

I would say no to both, my dect is plugged into an extension of my master skt say 20' away, and dad's is

plugged into his telephone connection of his master socket.

I changed all my internal wiring about 3 years ago, when i went to fttc and fitted the new 5c version

and seperated the internal wiring accordingly.

Dad's was VM before, so new master skt was fitted, version 5c also by OR contractor and OR had to come back and sort the wiring out would say it only took him 10mins up at the cable junction box 30mtrs away, but cable was not used for about 30yrs because of change to VM.

Re: Help Telephone specific issue

JimM1 — Mon, 01 Jan 2024 15:41:19 GMT

@mae-3

James as you are online, just pushing this up for your thoughts.

Jim

Re: Help Telephone specific issue

mae-3 — Mon, 01 Jan 2024 15:45:13 GMT

@JimM1

If you have a noisy telephone line between the two of you it could be the result of a poor response at a very low-frequency fault of the telephone communications system, eg: a line fault at either end or analogue to digital and then back to the analogue issue.

Re: Help Telephone specific issue

JimM1 — Mon, 01 Jan 2024 15:51:50 GMT

@mae-3

Thank's for your input, will be up to help, battery operated BT style phone, going to disconnect router, remove master skt, and plug into test socket and see what the result is.

Have a good new year's day...

Re: Help Telephone specific issue

mae-3 — Mon, 01 Jan 2024 15:56:33 GMT

@JimM1

Remember that analogue PSTN only has a bandwidth of 3Khz for the voice for an ultimate quality pick a provider with VoIP HD calling...

Re: Help Telephone specific issue

JimM1 — Mon, 01 Jan 2024 16:01:47 GMT

@mae-3

Telephone connection is only required at my father's home, at 85yrs young there is absolutly no way

to introduce anything more, Internet he does not understand one iota about it. Surprised he's not complaining about the router being plugged in using his electricty....

Re: Help Telephone specific issue

mae-3 — Mon, 01 Jan 2024 16:09:53 GMT

@JimM1

I don't mind you marking the answer as your own but it is considered bad practice when others have helped... 😎

Re: Help Telephone specific issue

JimM1 — Mon, 01 Jan 2024 16:14:18 GMT

@mae-3

Sorry mae-3 i thought i had marked you as the answer, my bad, need to look at the screen more...

But thanks gratefully for your help.

Jim

Re: Help Telephone specific issue

Daniel0210 — Mon, 01 Jan 2024 16:17:34 GMT

@JimM1

Would you like it changed?

Re: Help Telephone specific issue

JimM1 — Mon, 01 Jan 2024 16:25:23 GMT

@Daniel0210

Yes please daniel mae-3 is 100% correct, and i will never oops that again...

Re: Help Telephone specific issue

JimM1 — Wed, 03 Jan 2024 16:10:06 GMT

@mae-3 @Daniel0210

This was moved from broadband to talk, so not sure if mae-3 checks this as well.

I had the visit from an extremely competent SKY Tech team engineer, he tested everything, explained all that was going on, though this as far as i was concerned was voice issue and not broadband but they are all tied together.

He replaced the master socket, reset the DLM, showed me the new figures etc.

Advised try to get on FTTC instead of the ADSL, no issue with that, better to get on also VOIP, no issue with that also, but said VOIP will only be good if SKY have the equipment in the exchange and that is where we were both unsure. Line is definately better with voice and hearing, a spent 1hr calling and listening to various family members.

Monitor and If there is still an issue said 18 day settling in period and showed on his screen, will need OR to do a lift and shift of the copper wire.

He has to mark up on the system Completed and successfull call, i have no issue with this.

Question to james, all sounds like good advice, but i would prefer not to wait then have further delays etc, if VOIP is the way to go and how do i know that the exchange supports, if you can advise is welcome.

Regards Jim

Re: Help Telephone specific issue

mae-3 — Wed, 03 Jan 2024 16:17:11 GMT

@JimM1

I don't think Sky VoIP solution supports HD Calling but numerous VoIP service providers do and it'll work with any broadband service or VoIP provider with an HD Calling feature.

Re: Help Telephone specific issue

JimM1 — Wed, 03 Jan 2024 16:20:04 GMT

@Daniel0210

Sorry daniel, just re read rhe message, was not trying in anyway to infer anything regarding you,

Just started with mae-3 as this was on the original broadband forum, realise you do both.

Jim

Re: Help Telephone specific issue

JimM1 — Wed, 03 Jan 2024 16:23:47 GMT

@mae-3

Thanks for the reply, would i also be better to try and get on FTTC instead of the ADSL or does that not matter, with HD VOIP solution.

Re: Help Telephone specific issue

mae-3 — Wed, 03 Jan 2024 16:28:01 GMT

@JimM1

For VoIP HD Calling which Sky VoIP solution doesn't support, seek an alternative VoIP provider and ADSL2+ is fine for HD Calling if that is all you are interested in on the line concerned and light internet use.

But generally speaking, it is best to upgrade to an FTTC service if available it is usually cheaper and far more future-proof.

Re: Help Telephone specific issue

JimM1 — Wed, 03 Jan 2024 16:33:18 GMT

@mae-3

The issue was the 1.1mb/s up speed that the ADSL gives, he said 1.3mb/s would be required min so the

ADSL does not cut it, and i agree future proof etc all good.

Not so much concerned with cost, allready got Talk and paying the £12 for unlimited call package, so he basically has the fixed cost, and no surprise on billing.

Thanks for your advise, will look to see what i can do now.

Jim

Re: Help Telephone specific issue

JimM1 — Wed, 03 Jan 2024 17:22:53 GMT

@mae-3 @Daniel0210

Have spoke to sky. It appears that i have to cancel the contract, pay the penelty fee, redo another contract at a higher price? The cancellation will be both the Broadband and TV and new will be

Broadband only would this be correct, i just do not understand seems so strange.

And the offer is only to Superfast as i know that is all he can get.

Seemingly it's not the best offer, but that is as good as it get's.

Re: Help Telephone specific issue

Mark39 — Wed, 03 Jan 2024 17:32:31 GMT

It doesn't sound right to me. It's unusual to be penalised for upgrading and I don't see why your TV contract comes into the equation. Maybe others will have a different view.