topic Re: existing phone not working with sky max hub in Talk

existing phone not working with sky max hub

skywatch99 — Sat, 12 Oct 2024 21:56:23 GMT

Upgraded to Sky full fibre. Existing analogue phone plugged into 'UK' port on Sky Max Hub. will not make outgoing calls to my mobile. When calling phone from mobile goes straight to voicemail. Initially display on phone did not light up or give dialling tone so assumed it was because it did not have power and/or phone too old to be compatible with digital signal. Research on internet suggested no power because hub did not output PoE. So assumed I needed to buy a VoIP phone with power supply.. Called Sky and they agreed. Afterfurther research discovered that is not the case because the hub provides the ATA function and that VoIP / IP phones will NOT work. Tried the phone again and am now getting display and dial tone so getting power from somewhere but still not sending or receiving calls. Tried the sky online help guide without success. Any Ideas?

Re: existing phone not working with sky max hub

Chrisee — Sun, 13 Oct 2024 06:54:41 GMT

@skywatch99 the phone socket on the Sky hub does not deliver any power so if your handset was using the battery voltage on the old analogue system to power its electronics it wont work. However a standard dumb handset or a phone with its own independent power supply will work including cordeless DECT phones. You are correct you definitely cannot use a VOIP system on that connection.

Re: existing phone not working with sky max hub

skywatch99 — Wed, 16 Oct 2024 09:11:37 GMT

My phone is a dumb corded phone which used to get its power from he old copper wires. It also has 3 AAA batteries. These are only 'backup'batteries to maintain the the clock and memories.

As a test at the weekend, I removed the batteries and the display still worked. That is why I say the phone must be getting its power from the hub, even if it may not be strictly PoE. But still wont make or receive calls. So therre may be two issues: an intermittant power issue (because sometimes the display is working and somtimes not ) whiach is also masking a constant line problem.

I contacted Sky again on Monday morning and spoke to a very nice scottish lady called Yvonne who followed the issue through logically and without making assumptions and now escalated the issute to the relevant team. But this takes 72 hours. I the meantime I have replaced the backup batterys and contacted the phone manufacturers customer servicess.

New batterys had no effect. Phone manufacturer said although in theory it should work it is probably too old ) 1990's technology.

Bought a new cordless DECT phone from Argos. This will not work either.

Further research on this community has revealed this is a known issue with some users! many of which have been without landline for weeks!.

Why can't Sky look for this as a first step?.

I will await the result of the escalation so not to waste any more of my time which I Should have by tomorrow but if no fix I will be cancelling my broadband ang going to another provider, and also demanding a refund for the time without landline.

I have been a Sky customer for 24 years but this is unacceptable!!.

Re: existing phone not working with sky max hub

skywatch99 — Sun, 20 Oct 2024 10:32:06 GMT

Update:

Sky did not get back to me within the 72 hours ( as expected ). Had to chase them. They confirmed that this was an existing issue withi some accounts, although I don't understand why they did not bother to inform me of this. They confirmed that my case was 'in the bracket of being assessed by the auto-compesation team who will be in touch 30 days after the resouution of your problem if you are successful with receiving auto-compensation'. There is no need for 'assessment' - It should be automatic. If I don't receive the compensation I will be refering this to Ofcom and cancelling my account. Reluctant to do this at this stage as if I cancel they could use this as an excuse for not paying the compensation and if this is an Openreach issue, switching suppliers may give the same results. Not reallly a gambling man but feel as if I am forced to become one!.

Re: existing phone not working with sky max hub

TimmyBGood — Sun, 20 Oct 2024 10:47:45 GMT

@skywatch99 wrote:

if this is an Openreach issue, switching suppliers may give the same results. Not reallly a gambling man but feel as if I am forced to become one!.

With Openreach carrying out north of 80,000 new FTTP activations each week to attempt to meet the December 2026 target to complete the national rollout, it only takes a small percentage of unsuccessful or incomplete transfers to result in a lot of unhappy ISP customers.

Re: existing phone not working with sky max hub

ANDREA92 — Mon, 21 Oct 2024 18:48:50 GMT

SAME PROBLEM LANDLINE NOT WORKING HAD SKY SINCE 15TH OCTOBER TO BE TOLD ITS THE HUB THATS THE PROBLEM AND CAN NOT TELL ME WHEN ITS TOO BE FIXED AS A NEW CUSTOMER IF ITS NOT FIXED IM LEAVING WHY THERE CAN NOT JUST SEND OUT SOMEONE TO FIX IT IS CRAZY ONE WOMAN TOLD ME IT COULD TAKE UP TO 3 WEEKS

Re: existing phone not working with sky max hub

TimmyBGood — Mon, 21 Oct 2024 19:10:19 GMT

@ANDREA92 wrote:

WHY THERE CAN NOT JUST SEND OUT SOMEONE TO FIX IT IS CRAZY

Unfortunately this isn't something which can be resolved by 'sending someone out'.

Re: existing phone not working with sky max hub

skywatch99 — Tue, 22 Oct 2024 09:45:00 GMT

@ANDREA92

Would not leave just yet ( see my previous post ). The automatic compensation payment is £6.10 / day. You may wish to turn this into a win:)

Re: existing phone not working with sky max hub

skywatch99 — Sat, 26 Oct 2024 09:08:01 GMT

@ANDREA92

Hi. Was wondering if your phone is working yet?. Mine is working as from this morning - but as yet no notifuication from Sky. My install date was Oct 10th so this may give you some idea when you they will get around to you. Hope this helps..

Re: existing phone not working with sky max hub

ANDREA92 — Sun, 27 Oct 2024 23:12:23 GMT

no still not work suppose to be sending someone out in the next 2-5 days said that last week still waiting

Re: existing phone not working with sky max hub

skywatch99 — Mon, 28 Oct 2024 09:29:41 GMT

@ANDREA92

Thanks. Did not come to my house to fix. I just found that it was working, so yours could be a different problem, especially as you mentioned they have already said it was the hub.

Re: existing phone not working with sky max hub

Mark39 — Mon, 28 Oct 2024 09:44:15 GMT

@ANDREA92 do you have a white (Max) Hub or a black one?