topic Re: New customer phone not working in Talk

New customer phone not working

Metasys1 — Thu, 11 Jun 2026 13:15:37 GMT

I joined Sky a day ago , I have the SR203 which worked with my phone plugged into the back , I have now just purchased myself a SR213 ( the white WiFi max box ) and the phone will not work when plugged into it .

Is there a reason for this please ?

Re: New customer phone not working

Mark39 — Thu, 11 Jun 2026 13:30:47 GMT

@Metasys1 it can take a day or so for the Max Hub to sort itself out. If it's the same tomorrow, try restarting the Hub (and the ONT if you have full fibre), when it's convenient, by switching off at the mains for an hour. Let us know if it's still no better.

Re: New customer phone not working

Metasys1 — Thu, 11 Jun 2026 14:17:18 GMT

Thanks Mark ,

I will try that tomorrow.
I have FTTC , so no ONT.

so it's not the fact it's being blocked by sky on the SR213 ?

Re: New customer phone not working

Mark39 — Thu, 11 Jun 2026 14:21:03 GMT

@Metasys1 no, that would be unlikely. If it worked on the SR203 it should work on the Max Hub too.

Re: New customer phone not working

Metasys1 — Thu, 11 Jun 2026 14:28:44 GMT

Thanks Mark - exactly what I thought , I wondered if the max hub had a separate setting ? Or sky won't allow ?

All I get with the max hub is like an engaged tone , and any calls made to it have an auto message " sorry the number you are calling is temporarily unavailable "

Yet the 203 works perfectly with dial tone and calls in and out

Re: New customer phone not working

Mark39 — Thu, 11 Jun 2026 14:43:25 GMT

@Metasys1 I don't the ins and outs of the way the SR213 works, but my loose understanding is that its configuration has somehow to be generated and sent to it, rather than it being simply hardware as with the SR203. That takes a bit longer, but I'm not familiar with what actually happens in the background. The fact that your phone worked with the SR203 confirms its compatibility.

Re: New customer phone not working

Metasys1 — Thu, 11 Jun 2026 14:45:59 GMT

Ah I see . So I need some sort intervention from Sky , or it's auto update system ?

Re: New customer phone not working

Mark39 — Thu, 11 Jun 2026 15:33:10 GMT

@Metasys1 so far as I know, it's automatic.

Re: New customer phone not working

Metasys1 — Thu, 11 Jun 2026 16:17:33 GMT

Ok thanks - If it doesn't happen / work tomorrow then can this thread be flagged to sky for help ?