topic SIP ALG in Broadband

SIP ALG

Jax1605 — Mon, 09 Dec 2024 16:38:39 GMT

I've recently called sky to ask them to disable the SIP ALG as after receiving my new router I'm unable to use my work telephone which runs through the internet. I was on the phone for half an hour and they told me they cou'dn't do it.

I've since been advised that "The Sky SR213 router does not offer a user-accessible option to disable SIP ALG (Session Initiation Protocol Application Layer Gateway). SIP ALG is designed to assist VoIP traffic through NAT (Network Address Translation) by inspecting and modifying SIP packets. However, it can sometimes interfere with VoIP services, leading to issues like call failures or poor audio quality.

Given the lack of a direct setting to disable SIP ALG on the SR213, you have a couple of options:

*Use a Third-Party Router*: Connect a router that allows you to disable SIP ALG to your Sky SR213. This setup enables you to manage SIP ALG settings independently.

*Contact Sky Support*: Reach out to Sky's customer support to inquire about potential firmware updates or alternative solutions that might address the SIP ALG issue.

While these alternatives can help alleviate SIP ALG-related issues, they may require additional equipment or technical adjustments.

With this new router it seems the only way forward is to speak with Sky again, explain that you are using a VoIP phone and that you need SIP ALG to be disabled as it's stopping it from working."

I'm reluctant to call Sky again as don't want to waste another 30 mins on the phone.

Can anybody assist please?

Re: SIP ALG

Elkstone — Mon, 09 Dec 2024 18:09:19 GMT

I have excatly the same problem. I called Sky earlier today and they will be calling me back within 72 hours! I'll report back when I've spoken to them.

Re: SIP ALG

Sheila35 — Thu, 12 Dec 2024 10:00:06 GMT

hi - did the matter get resolved- i have the same issue

Re: SIP ALG

Elkstone — Thu, 12 Dec 2024 10:16:05 GMT

I'm still waiting for Sky to get back to me, however it is now resolved. Using that form where it says what VPN ? In the box I just put

Can you turn off Map-T please. About 20mins later they replied saying they'd disabled it and now phones are working again. Hoozah!

Re: SIP ALG

Sheila35 — Thu, 12 Dec 2024 10:19:23 GMT

Which form? I have been struggling with this issue for 5 days now! Can't work from home.

Re: SIP ALG

Elkstone — Thu, 12 Dec 2024 10:27:50 GMT

Ah sorry I've been on so many forums thought the link to the form was on this one. Here it is https://www.sky.com/help/forms/vpn-configuration

Good luck

Re: SIP ALG

Sheila35 — Thu, 12 Dec 2024 10:33:27 GMT

Thank you for your help! I have just had a call from sky to say they have removed and it's now working! What a nightmare!

Re: SIP ALG

Elkstone — Thu, 12 Dec 2024 10:42:04 GMT

You're welcome.

Re: SIP ALG

lmh2_ — Fri, 22 Aug 2025 08:33:54 GMT

Hiya, I am having the same issue. I have tried the form, but this hasnt worked. Does anyone have any more suggestions?