topic Re: Can’t connect phone to Sky Hwb in Broadband

Can’t connect phone to Sky Hwb

AlyKJ — Sun, 25 Aug 2024 12:22:19 GMT

Hi, we have just had Sky Q and talk, which we should receive and send phone calls through the internet. There isn't anywhere on the Hub to plug the telephone in. The hub serial number is ER115. Have I got the wrong hub? My confirmation letter stated that I would have a 4.2 hub. Kind regards Aly

I think we’ve been sent the wrong sky hub

AlyKJ — Sun, 25 Aug 2024 12:25:34 GMT

Re: Can’t connect phone to Sky Hwb

cookiemonsteruk — Sun, 25 Aug 2024 12:25:36 GMT

@AlyKJ

Are you new to sky or an existing customer?

What broadband package do you have? Superfast fttc or ultrafast fttp?

Re: Can’t connect phone to Sky Hwb

TimmyBGood — Sun, 25 Aug 2024 12:33:05 GMT

@AlyKJ wrote:

The hub serial number is ER115. Have I got the wrong hub?

A Q Hub (ER110/115) would be incorrect for Sky Talk Internet Calls as it doesn't have a BT jack socket or an internal analogue telephone adapter. The appropriate hardware is a Sky Broadband Hub or Max Hub.

Re: Can’t connect phone to Sky Hwb

AlyKJ — Sun, 25 Aug 2024 12:30:26 GMT

@cookiemonsteruk

Hi. I'm an existing customer. I think the problem is that we have Sky talk and the calls should go through the internet. Our confirmation letter said we'd have a 4.2 hub but ours is serial codeER115 and doesn't have anywhere to ok g the phone in. It looks like we have been sent the wrong hub.
Kind regards Aly

Re: Can’t connect phone to Sky Hwb

AlyKJ — Sun, 25 Aug 2024 12:33:20 GMT

@TimmyBGood I've tried to call but can't get past the automated messages

Re: Can’t connect phone to Sky Hwb

cookiemonsteruk — Sun, 25 Aug 2024 12:33:40 GMT

@AlyKJ

What does it say in my orders in your my sky app?

What is the reason for the new hub, upgrade to ultrafast etc?

Re: I think we’ve been sent the wrong sky hub

Highlinder — Sun, 25 Aug 2024 12:40:08 GMT

@AlyKJ The ER115 is an old router. The least you should have been sent was the Sly Broadband Hub. If you have calls that go through VOIP. This can be checked in plugging your phone into the normal phone socket and if you get a dial tone then it has not changed. If you get nothing then you will need to call Sky.

Re: Can’t connect phone to Sky Hwb

AlyKJ — Sun, 25 Aug 2024 12:40:49 GMT

@cookiemonsteruk

We upgraded to Sky Q and super fast broadband with talk through the internet.

the order does say 4.2 hub. So it does look as though we've been sent the wrong one.