topic Re: SIP / VOIP phones no longer work in Broadband

SIP / VOIP phones no longer work

Rev+Mark — Sat, 06 Jan 2024 09:48:37 GMT

Please, please can someone help.

I have gigafast FTTP and in addition to my sky phone number which is used for business I have successfully been using other VOIP phones connected to my router for years.

Just in these last few weeks these phones have failed to register HOWEVER my voip provider say that their systems have not changed and there are NO outages. Please, what on earth is happening?

Re: SIP / VOIP phones no longer work

Chrisee — Sat, 06 Jan 2024 09:51:46 GMT

@Rev+Mark what VOIP system do you use and are you using the standard SR203 the black Sky Broadband hub? If you havecthat hub have you madecany changes to the set up?

Re: SIP / VOIP phones no longer work

Rev+Mark — Sat, 06 Jan 2024 10:05:16 GMT

Hey thanks for being so attentive!

I have regular sky router.... just moved to new home about 8 months ago, so I presume latest model.

My sip accounts are registered with IRISHVOIP and I have a number of suitable phones but have most recently been using GIGASET and YEALINK

Re: SIP / VOIP phones no longer work

mae-3 — Sat, 06 Jan 2024 10:37:51 GMT

@Rev+Mark

One thing to try is switching off the router for about an hour to acquire a new public IP address, this may stop the block to the VoIP service provider.

Re: SIP / VOIP phones no longer work

heywoodh — Mon, 18 Nov 2024 10:19:49 GMT

Did you ever get to the bottom of this ?

I have exactly the same problem with som SNOM phones connected to VoipFone. It started overnight last Thursday, fine at 5 pm on Thursday, dead 9am on Friday. Taken them to a friend's house over the weekend and they work fine when plugged in to Plus Net. Sky support say "that's beyond my level of knowledge".

A bit of a problem given I work from home full time

Re: SIP / VOIP phones no longer work

TimmyBGood — Mon, 18 Nov 2024 10:23:19 GMT

@heywoodh

White or black Sky Hub?

Re: SIP / VOIP phones no longer work

heywoodh — Mon, 18 Nov 2024 10:35:55 GMT

It's a white one, with no option to enable/disable sip alg.

I have just spoke to someone in sky support again, who seemed a bit more knowledgable. It's now been escalated.

Re: SIP / VOIP phones no longer work

TimmyBGood — Mon, 18 Nov 2024 10:39:20 GMT

@heywoodh

OK: important to make the distinction because the white Max Hub is doing things on its external connection rather differently to all previous models.

https://www.ispreview.co.uk/index.php/2024/06/isp-sky-broadband-uk-deploying-ip-address-sharing-via-map-t.html

Re: SIP / VOIP phones no longer work

heywoodh — Mon, 18 Nov 2024 11:00:18 GMT

Thank you very much, that's an interesting read.

I only had fibre to premises installed about a month ago, before that I was on sky fibre to cabinet. So it's possible/probable I was on a non shared IP when first installed and Sky moved me onto MAP-T overnight last Thursday because they like to do things in stages - A sensible approach. This has created some lets say incompatibilities with my phone provider. I'd hazard a guess the support tech I've just spoken to noticed the Map-T implementation and has requested I'm put back to normal. He did say it will be fixed remotely in 24-72 hours.

I'll let you know what happens over the next few days, but thanks again.

Re: SIP / VOIP phones no longer work

Jonny321 — Fri, 22 Nov 2024 13:03:32 GMT

Was this solved? If so how?

I have the exact same issue with my White Sky Max Hub

Re: SIP / VOIP phones no longer work

TimmyBGood — Fri, 22 Nov 2024 13:08:37 GMT

@Jonny321

Sky requests that you fill in the form linked from the pinned post at the top of this forum (the title refers to VPN use, but it's almost certainly a related issue for VoIP phones)

Re: SIP / VOIP phones no longer work

Jonny321 — Fri, 22 Nov 2024 13:28:28 GMT

Thanks for the quick response. However, I can't see the pinned post with the link at the top of the forum

Re: SIP / VOIP phones no longer work

Jonny321 — Fri, 22 Nov 2024 13:32:23 GMT

@TimmyBGood

Ah I think I've found it. This Form? https://www.sky.com/help/forms/vpn-configuration

Re: SIP / VOIP phones no longer work

Jonny321 — Fri, 22 Nov 2024 13:47:23 GMT

@TimmyBGood

Would it be this form? https://www.sky.com/help/forms/vpn-configuration

I have noticed a couple or posts similar to this one. Is there currently no resolution for this?

Is there a setting somewhere where I can disable SIP ALG? I looks like it was available in the past with the old hubs.

Re: SIP / VOIP phones no longer work

FLC — Fri, 22 Nov 2024 14:32:49 GMT

@Jonny321

https://helpforum.sky.com/t5/Broadband/Having-problems-with-a-3rd-party-VPN-and-have-a-Hub-6/td-p/4828185

Re: SIP / VOIP phones no longer work

heywoodh — Fri, 22 Nov 2024 14:33:12 GMT

Still not fixed. The up to 72 hours promised on Monday morning disappeared with no change. I spoke to another Sky Support person (this one was in Leeds) at 72.5 hours and according to the notes Sky Networks thought I was trying to connect a ptsn telephone system to Sky Hub, laughed and did nothing. He resubmitted the query with more details, assuring them it was a VOIP phone, I sent pictures, and to contact me if they needed more details. Again, another 72 hour wait.

I definitely have MAP-T enabled, I've logged into the hub and can see it's enabled. It is however set to 1:1. I did see the form a few days ago but as it was all about VPNs I gave up. Ultimately whilst I can definitley nail it down to a Sky Internet problem, I can't prove it's MAP-T. They may have also enabled SIP ALG, something else that can mess with voip.

I am starting to wonder about the competence of SKY's technical support people though.

Re: SIP / VOIP phones no longer work

Jonny321 — Thu, 28 Nov 2024 13:17:44 GMT

Sounds rough.

They sorted mine though after filling out that form. I specified it's for Telephony and that I need SIP ALG disabling.

An hour or so later the wifi dropped and re-connected. Then retried my telephony system and it worked.

Later I checked and they did actually email & text saying they'd done as requested. Might be worth giving that a go.

I tried calling initially but within minutes knew this would be the wrong route. They had no idea what I was talking about. Person was nice though lol

Re: SIP / VOIP phones no longer work

heywoodh — Thu, 28 Nov 2024 14:24:44 GMT

Thanks Jonny, I've given it a go.

The latest from regular Sky techical support is that it's a wifi problem and they've sent me a booster. He didn't seem to understand that a wired in device wouldn't be affected by a wifi issue, which I don't have anyway.

Re: SIP / VOIP phones no longer work

heywoodh — Fri, 29 Nov 2024 09:09:27 GMT

I'd just like to say Thank You to everyone who's posted ideas and suggestions. After 2 weeks I finally have VoIP phones again.

Exactly as Jonny321 suggested, I filled in the form and just put 'VoIp telephone problem - please turn off Map-T and SLP-ALG' . An hour later I lost internet for a few minutes and the softphone app on my Iphone started working again through wifi. I then received an email telling me they'd done some manual changes and to turn the Max Hub off for 60 minutes. Did that early this morning and now everything works properly. A quick look in the hub and Map-T has gone. Amazing how quick things can be fixed when you get to the right people.

However, Sky's front line support has been monumentally useless. Refusing to escalate the problem to anybody with knowledge and just playing stupid on call after call. I've had "that's beyond my level of knowledge" and "it's a wifi issue, we'll send you a booster" amongst many others. I raised an official complaint, received an email about how sorry they were and then another to say they'd closed the complaint. It's far removed from my experience the last time I was on fibre to premises at a different address with BT.

In typical style it was fixed yesterday afternoon about the same time the Amazon man delivered a 4G router, external aerial and sim card as I was going to route everything through 4G to make the situation a little less urgent. I now have an emergency backup system in case they do something similar in the future.

Once again, thank you. At least we now have an answer for anybody else with the same problem.

Re: SIP / VOIP phones no longer work

Linus019 — Mon, 09 Dec 2024 09:46:49 GMT

im having the same issue with our yealink ip phones. just stopped making and receiving calls last week when connected to sky broadband, work fine on other wifi networks. i filled in the form but they replied saying this was only for vpn issues....i dont know what to do next