topic Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls in Broadband

Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls in

Richard00 — Mon, 16 Dec 2024 17:45:15 GMT

Having recently switched to Sky broadband and installed a Sky Max router, my Yealink VOIP phone, which is connected via an ethernet cable to the router, has a dial tone but will not connect to out going calls and won't receive in coming calls. The error on the phone says "Invite request no response!"

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

TimmyBGood — Mon, 16 Dec 2024 17:57:17 GMT

@Richard00

There's apparently a firmware issue between the current Max Hub software release and some VoIP handsets. I'll escalate your post with a note that you probably need an alternative software version.

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive ca...

Mr+Flibbles+86 — Tue, 17 Dec 2024 08:36:14 GMT

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

cwatts1801 — Tue, 17 Dec 2024 08:38:21 GMT

Hi there, I am having exactly the same issue with my work handset, could i be included in the escalation please? I am currently unable to work from home due to this issue.

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

SMKS — Wed, 18 Dec 2024 12:26:05 GMT

Hi I am having the exact same issues please can you escalate me also

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

KazzaG1 — Wed, 18 Dec 2024 16:29:35 GMT

I am also having the exact same issue as this.

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

Mr+Flibbles+86 — Thu, 19 Dec 2024 09:32:45 GMT

Thanks for escalating this. We’ve sent an invite to chat.

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

Es- — Fri, 20 Dec 2024 17:14:50 GMT

I'm also having this issue, please can someone escalate for me? I have tried to speak to the technical team multiple times, however they all say different things. Ended up reducing security etc and final call said that it's because the Sky Max Hub isn't compatible with VOIP phones unless plugged directly into the router. Work IT team say that's not correct as the VOIP phone I have is internet only.

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

TimmyBGood — Fri, 20 Dec 2024 18:04:45 GMT

@Es- wrote:

final call said that it's because the Sky Max Hub isn't compatible with VOIP phones unless plugged directly into the router.

That's a misunderstanding of Sky Talk Internet Calls, which is the built-in analogue to digital conversion (ATA) through the BT jack port and unrelated to a 'real' VoIP handset using ethernet or WiFi. I'll escalate your post.

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

Tom-W19 — Sat, 21 Dec 2024 16:36:22 GMT

Thanks for escalating. We've sent an invite to @Es-.

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

Es- — Sat, 21 Dec 2024 18:27:32 GMT

Hi Tom, it won't let me reply to your message..? It says to correct the errors on the page (which doesn't then show where the error is) plus users haven't enabled PM- but I can't see where this needs to be enabled?

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

kevinwicnott — Tue, 24 Dec 2024 14:01:09 GMT

I have the same issue, please escalate as I am on call over Christmas and cannot work

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

GD1 — Tue, 24 Dec 2024 14:27:40 GMT

@kevinwicnott To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

GD1 — Tue, 24 Dec 2024 14:29:29 GMT

@Es- Which browser are you using?

If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

I would also try using private or incognito mode

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

Addie15 — Tue, 24 Dec 2024 14:29:28 GMT

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

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

Daniel0210 — Tue, 24 Dec 2024 14:31:43 GMT

@kevinwicnott

If the issue isn't resolved via the chat invite in the next couple of hours I'm afraid the chat process won't resume again until after 0800 on Friday 27th.

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

Es- — Tue, 24 Dec 2024 14:32:23 GMT

My issue is all sorted now 😅 the sky team sorted it via the chat from this forum - so relieved!

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

lisad122 — Tue, 31 Dec 2024 10:07:23 GMT

i need help with this exact same thing please? i had my sky upgraded on 20th dec and my work communications phone hasnt rang since. this is disgraceful sky.

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

kevinwicnott — Tue, 31 Dec 2024 10:19:10 GMT

still waiting for mine, i trust Sky are going to reimburse me for the lost on-call payments and provide a detailed resolution/explanation so i can send to my employer as to why i couldnt work

Re: Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

TimmyBGood — Tue, 31 Dec 2024 10:22:23 GMT

@kevinwicnott

Unfortunately neither of those is likely, because while Sky doesn't forbid working from home, their mainstream broadband products are not intended for business use.

There's a different service for that:

https://business.sky.com/products-and-services/business-broadband/