topic Re: SIPALG Woes in Broadband

SIPALG Woes

breakfastsosig — Thu, 17 Apr 2025 21:05:36 GMT

I am rapidly losing hope. I started a new job nearly 2 months ago and recently began on the phones. It started with poor call quality and then became apparent that people could hear me on some calls, but I couldn't hear them. I have had help through my VOIP provider (Ringotel/simplicity) but after performing tests it has become apparent that my Sky Max Hub 6 is the reason for my phone woes. I have been informed not only does my fairly new Max Hub 6 not allow me to turn off SIPALG in settings, I have also now been informed Sky can't do it either!

Where does this leave me with options? I love my Sky Fibre and having tried EE, TalkTalk, BT et al, Sky has been the most reliable and fastest. I am absolutely loathed to move, but after 23 years as a Sky customer, if I can't actually perform my job properly (i am full time work from home) I will likely have to change providers to a company that actually allows this setting to be turned off.

I have seen in other threads (Feb 2025) that an option is Firmware being rolled back on the routerto allow SIPALG to be removed/turned off. How do i go about getting this sorter? Do i have any other options?

Re: SIPALG Woes

JimM1 — Thu, 17 Apr 2025 21:51:16 GMT

@breakfastsosig Can you not ask to return to the original SR203 router where the feature can be turned off/on or if it is even possible to do so.

Re: SIPALG Woes

Chrisee — Fri, 18 Apr 2025 07:28:18 GMT

@breakfastsosig there is a mechanism to get this escalated but the issue was thought to be sorted by a firmware change - the roll back was a temporary measure while the changes were made. I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: SIPALG Woes

Addie15 — Fri, 18 Apr 2025 10:36:08 GMT

Hi there! Thank you for escalating this. We have sent an invite to @breakfastsosig.

Re: SIPALG Woes

breakfastsosig — Fri, 18 Apr 2025 12:33:35 GMT

Thank you, I have just started the chat now and will await assistance.

Re: SIPALG Woes

breakfastsosig — Fri, 18 Apr 2025 16:28:20 GMT

I started a chat, the advisor was awful. Because I am dealing with this and not my 73 year old mother, they have ended the chat and advised that SHE needs to make a Sky Community account and start a chat that way! I am incensed. This is after they advised me to get my mother to call a number, get me verified, change the password and then reconfirm this in the chat! I did all of this, over the course of three hours and now I have had the chat ended on me.

Can someone please commence another chat and I will have my 73 year old mother do the chatting. I find it absurd she needs to make a Community login when I live at the same address, am verified on the sky account, the sky account is in MY mobile number and i know the password!

Re: SIPALG Woes

JimM1 — Fri, 18 Apr 2025 16:34:03 GMT

@breakfastsosig They just don't make it easy, have tagged @Addie15 so he see's the prompt. Jim

Re: SIPALG Woes

breakfastsosig — Fri, 18 Apr 2025 16:45:52 GMT

I've had to get my mother to create a new Sky Community account. Why this was advised I do not know. 3 hours of my bank holiday wasted and doing exactly what the advisor asked, just to have the chat ended is utterly shameful. Thank you for responding and tagging the person. I tried to reply back to PM to them but it doesn't allow it.

Honestly after so long with Sky this has really disheartened the whole brand experience. We pay nearly £1200 a year but they find it necessary to force a pensioner to make an account just so she can type what i dictate. She has no idea what SIPALG is... she is more comfortable with Sippin' A Tea.

Re: SIPALG Woes

2muchTV — Fri, 18 Apr 2025 16:52:29 GMT

If Sky cannot help you, I would suggest forgetting about loyalty and find a provider who can....

Obviously working from home requires reliable broadband you might need to look at a provider that offers enhanced support or a business contract. They won't be cheap though.

Re: SIPALG Woes

breakfastsosig — Fri, 18 Apr 2025 17:00:45 GMT

But i have been told they can assist.

I am not wanting to go elsewhere. I have tried EE, TalkTalk, BT... none of them have been as reliable as Sky. and i get 140bmps on wifi at the opposite side of the house. I am very happy with the service, aside from the crazy decision to not allow us to change a common "bad" setting to disable it.
I literally work in Customer Support for a Payrooll comapany. I am not looking for a business broadband, as it's just calls coming through to my laptop. It's not multiple lines etc

Re: SIPALG Woes

JimM1 — Fri, 18 Apr 2025 17:07:28 GMT

@breakfastsosig Hold your ground, the sky service is good, i was a near 20 year veteran with them until last year, 1 year with EE and now back in the SKY fold, the BB service is good, personally would not have the Sky MAX but it's each to there own.

Re: SIPALG Woes

breakfastsosig — Fri, 18 Apr 2025 17:23:35 GMT

Well if they cant fix the SIPALG at their end for my service, I am going to have to request the old router just so I can actually take work calls. I like my job, I dont think they'll take kindly to me not being able to answer certain calls because of Sky. Hopefully someone replies to me, or my mothers post soon.

Re: SIPALG Woes

GD1 — Fri, 18 Apr 2025 17:46:16 GMT

@breakfastsosig Your post was escalated in good faith however, nowhere in your intial post did you even mention it was your mothers account this isue was with therefore had we been aware of that the SU's here would have told you.

FYI your mothers post has been escalated to Sky on a seperate thread.

Re: SIPALG Woes

breakfastsosig — Fri, 18 Apr 2025 20:35:07 GMT

Nowhere in the 3 hours was i told I wasnt able to speak on the account, I have ALWAYS spoken on this account over upgrades, equipment, renewals. I am authorised to do so, this is over 10+ years of the 23 years service.

It would have been nice to have been told at the start, however I was told if i knew the password then I could continue. Perhaps this needs to be addressed and fed back to the "advisors" because clearly they arent aware and seem content with wasting 3 hours of unaware customers time.

Re: SIPALG Woes

breakfastsosig — Sat, 19 Apr 2025 13:52:06 GMT

Update: Chat has been about as much use as a chocolate teapot.

I have been advised to "contact my VPN provider"

I DONT HAVE A VPN.

i have now been asked to call a number, despite being told yesterday "telephone and chat are 2 different platforms" and they aren't one and the same with reporting issues.

Truly awful customer service. 23 years means absolutely nothing. Going to see if another provider will buy me out of this fibre contract.

Re: SIPALG Woes

breakfastsosig — Sat, 19 Apr 2025 14:10:15 GMT

I have now contacted a number and spoke to a very good agrent.

I have NO options other than purchasing a third party router to bypass the SIPALG.

Incredible.

Thank you Sky - you've just lost a customer of 23 years.

Re: SIPALG Woes

JimM1 — Mon, 21 Apr 2025 10:23:00 GMT

@breakfastsosig There seems to be a policy regarding the NON account holder your Mother and as you posted and deal with the account so not 100% sure off what applies with regards to that now did the same for my Father due to his age also. Will have a look around the help section to see.