topic Re: Telephone line not working with new Sky Hub Max in Talk

Telephone line not working with new Sky Hub Max

PMHarrison — Sun, 29 Sep 2024 11:18:36 GMT

I have set up a new Sky Hub Max, and the internet is working fine. The telephone does not work at all though. It worked fine on the previous Sky hub, and for this one I've plugged it into the same port (the grey port marked 'UK' on the back). I can't make or receive calls. Any thoughts on the issue? When I call, Sky says to use the app to resolve the issue, which of course says everything is fine and there's no issue.

Re: Telephone line not working with new Sky Hub Max

PMHarrison — Sun, 29 Sep 2024 11:27:35 GMT

I've just seen the following response to a similar post, so I suspect it's the same issue. Basically, it doesn't work and we can't tell you when it will work. Very helpful!

"There have been a number of customers having the same issue as yourself where the line is not connecting correctly through the Max hub, and the developers are currently working to send out a firmware update to resolve this for all affected customers. I don't currently have confirmation of when this will be rolled out but it shouldn't be long and it will be automatically updated on the hub."

Re: Telephone line not working with new Sky Hub Max

WhizKids — Sun, 29 Sep 2024 11:42:23 GMT

Where did you read about the firmware issue?

We switched from BT to Sky on 10th of September and the landline has never worked.

Been chatting with online chat that got no where, having to spoke to a person today they told me I need a VOIP phone and surprised no one has mentioned this yet. He suggested I go to Amazon and buy one but I'm not convinced it'll even fit in the back of the Max hub.

Re: Telephone line not working with new Sky Hub Max

PMHarrison — Sun, 29 Sep 2024 11:48:51 GMT

Thanks for that reply. That wasn't mentioned to me either.

Re: Telephone line not working with new Sky Hub Max

WhizKids — Sun, 29 Sep 2024 11:51:29 GMT

I'm not convinved a VOIP phone will work, my question was where (can you link) where it says a firmware update is required????? That you mentioned

Re: Telephone line not working with new Sky Hub Max

PMHarrison — Sun, 29 Sep 2024 11:58:06 GMT

https://helpforum.sky.com/t5/Talk/I-can-t-make-or-receive-internet-calls/td-p/4770683

Re: Telephone line not working with new Sky Hub Max

MickHorler — Sat, 25 Jan 2025 13:49:16 GMT

I had the same problem, and having waited for about a week for Sky to sort it out, I simply tried swapping the phone plug from the purple socket to the Italia/ ROI socket, and, hey presto, it worked perfectly straight away! And no, I don't live in Italy or the Republic of Ireland- I live in England!

Re: Telephone line not working with new Sky Hub Max

Bigal66 — Sat, 22 Mar 2025 12:30:29 GMT

Anyone got this resolved 🤷‍♂️🤷‍♂️🤷‍♂️

Re: Telephone line not working with new Sky Hub Max

Mark39 — Sat, 22 Mar 2025 13:18:52 GMT

@Bigal66 can you give us some background detail? Are you new to Sky Broadband/Talk? If so, when was your service activated? I assume your phone isn't working when plugged into your Hub - have you reported it to Sky?

Re: Telephone line not working with new Sky Hub Max

Bigal66 — Fri, 28 Mar 2025 14:20:21 GMT

It's fixed thanks . Something they had forgot to do . Sky stream is still crap as is their bb wish I had never left BT .

Re: Telephone line not working with new Sky Hub Max

Mark39 — Fri, 28 Mar 2025 16:56:37 GMT

@Bigal66 wrote:

It's fixed thanks . Something they had forgot to do . Sky stream is still crap as is their bb wish I had never left BT .

You do seem to be unlucky. I don't have Sky Broadband - when they first entered the broadband market some years ago they messed up the transfer to themselves but my Sky Stream and Glass services are rock solid (feverishly touching wood now.....) after a bit of a rocky start.

Re: Telephone line not working with new Sky Hub Max

Bigal66 — Fri, 28 Mar 2025 17:01:17 GMT

yeh been a hit or a miss with them . Must admit the advisors have been good and always got straight through to them .. I've a mesh WiFi system thingymabob coming tomorrow that's gonna solve all my problems lol 🙏🙏🙏🙏

Re: Telephone line not working with new Sky Hub Max

Mark39 — Fri, 28 Mar 2025 17:06:34 GMT

Fingers crossed. Wifi is a fickle best. My Glass and Puck are connected over wifi to a bog standard service provider router and give me no bother. I know others, like yourself, have terrible problems.

Re: Telephone line not working with new Sky Hub Max

Dee142 — Fri, 24 Oct 2025 06:59:29 GMT

I had the same problem and had Sky engineers out twice and still they could not solve it. Said I needed a new phone even though they ( 4 set) had worked perfectly well on the old hub. Proceess of elimination I solved the problem myself by using an original lead that comes wiith the phones when bought instead of the Sky lead. Phones ( i have 4)

The problem was the Sky lead not the hub or the phones.

Re: Telephone line not working with new Sky Hub Max

J1845Y — Tue, 28 Oct 2025 19:47:43 GMT

What connecter do you need to connect. Landline to sky router ?

Re: Telephone line not working with new Sky Hub Max

Mark39 — Tue, 28 Oct 2025 20:07:15 GMT

@J1845Y you don't need any additional connector or adaptor. The socket at the back of the Hub is a standard BT phone socket, so you simply transfer the phone plug from the wall socket, to the socket at the back of the Hub.

Re: Telephone line not working with new Sky Hub Max

Dee142 — Tue, 28 Oct 2025 20:10:35 GMT

You just use the original phone lead and put it into the same places on the hub as you would the sky lead.

Re: Telephone line not working with new Sky Hub Max

Donna061 — Mon, 27 Apr 2026 23:20:15 GMT

Just got the new hub and my home phone won't work and instead of the dialling tone, I get an engaged tone and can't receive incoming calls!
Rang Sky and they didn't know why !

It worked fine in the old hub!
any suggestions please?