My sky talk calls (FTTP) drop out after a few minutes

[Granty42]

My sky talk calls are now through my router (on FTTP) instead of Openreach landline. I can call out and calls come in but they drop out every few minutes. I have checked all connections, the voice light is green etc and even bought new handsets thinking that was the problem but no luck. Can't get through to sky on the phone as the call drops while I am on hold! Anyone got any ideas?

[Highlinder · Accepted solution]

@Granty42  Does the voice light change to amber when this happens?

[Granty42]

@Highlinder Thanks for the reply. I am not usually near the modem when I answer the landline, but anytime I check, all the lights are green including the voice one.

[Highlinder]

@Granty42 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

There is more information about this process in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Granty42]

@Highlinder Thanks for that. I am a bit new to all this Community Chat thing but I hope I can get it sorted out without too much trouble.

[Aurynfire]

Highlinder I am also having this problem, it seems to happen around the 7 minute mark.  I tried my friends handset again and now its showing the same problem as my BT handset

[caesarome]

@Aurynfire 

I have escalated your post to Sky who will be in touch with you regarding this via a blue bubble which will appear on the right handside of this page.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Granty42]

@Aurynfire Thanks for your message. I spoke to Sky Tech team and we went through all the usual checks (all lights on, cables plugged into correct places, checked for interference etc) and then did a factory reset on my router. They rang me back on the landline and we got through to nearly 20 mins without it dropping out so I think it has resolved the problem.  Only downside was I had to go around reconnecting the boosters and Sky Q boxes, printer, home alarm etc but if it means I can make and take calls on the landline again it is worth it!

[Aurynfire]

Yeah I spoke to them as well and we were able to sort the problem by switching off the router for 15mins to get a new ipv6 address etc

[Highlinder]

@Granty42  Be interesting to see if everything is okay once you add everything back on to the network. That will really be the acid test.

[Granty42]

@Highlinder @Aurynfire I hope it will have done the trick and I will let you know.  Watch this space....

[Aurynfire]

The problem keeps returning after a while, the 15 min powerdown seems to help it for a while...is the bug in the router a recurring one I wonder

[Granty42]

@Highlinder @Aurynfire I am a couple of weeks on from doing the factory reset on the modem and then re-connecting all devices (Phone, Sky Q, Boosters, Mobiles, tablets, printer etc) and all is good except the printer. I can live with that as I can connect with a cable. The landline telephone seems fine now and I have not had a dropped call since. Lets hope it stays like that!

Thanks for all the input and help.

[Keith+DR]

How come in all these community chats there are never any solutions or fixes coming from sky.

Clearly an area of the website they hope users can sort themselves. I am readinig the same issue that is covering a couple of years and still no fix.

Appauling. 

Superusers only esculate. Sky doesnt respond and all suggestions fails.

what are customers supposed to do?

[Mark39]

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@Keith+DR wrote:

How come in all these community chats there are never any solutions or fixes coming from sky.

Clearly an area of the website they hope users can sort themselves. I am readinig the same issue that is covering a couple of years and still no fix.

Appauling. 

Superusers only esculate. Sky doesnt respond and all suggestions fails.

what are customers supposed to do?

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That's because it's a customer led Community, not Sky customer services. Sky customer services can be contacted directly in the usual way.

Where a post is escalated, Sky initiates a private online chat in order to provide help.