How to turn off SIP ALG

[Mark-Br]

Some 3rd party VOIP handsets may perform better when SIP ALG is disabled.

These steps are specifically designed for customers using the Sky Broadband Hub (SR203 & SR204). For further support using 3rd party handsets, please contact your supplier.

• Make sure you're connected to your home broadband network
• Open your browser and type 192.168.0.1 into your address bar.
• When prompted enter;
  • username: admin
  • password: <your WiFi password>
• Select the Advanced tab followed by ALG in the sub-menu
• Untick both boxes and select apply (read and accept notification)
• Finally, switch your Hub off and on.

For more advice, ask the Sky Broadband community.

[Jules+23]

Hi @Mark-Br 

I have beentrying to get this matter resloved since Tuesday.  When following your instuctions there is no ALG in the sub-menu - Please advise.

Thank you Julie

[Mark-Br]

Hi @Jules+23 

Your Sky Broadband Hub will need to have received the latest update 5.14.2249.R. A large proportion of Hub's have already been updated.

I don't have a confirmed date of the next batch, but i can tell you that the first update was 26th Jan and the second was 4th Feb (approx one week apart)

[Jules+23]

@Mark-Br 

Hi Mark

Can I update this myself as I only received my router Friday 29th Jan?

Thanks

[Mark-Br]

No, I'm afraid new updates are automatic and cannot be forced. 

[Jules+23]

@Mark-Br 

Fingers crossed it will be soon

Thanks

[TBo34]

I followed this advice but there is no "ALG" in the sub menu. Can you please update this tip? 

Thanks

Tom

[Mark-Br]

Hi @TBo34,

It sounds as though you're in a similar position to Jules+23.

The comments above should apply ☝️

[TBo34]

Yes, Thank you @Mark-Br, 

Any further news on when further rollouts of the updates are planned? 

Is there absolutely, any other way this can be deactivated in the meantime? 

Thanks

Tom

[Mark-Br]

@TBo34 & @Jules+23 

The rollout of the 5.14.2249.R update for the Sky Broadband Hub is expected to complete in the next 48 hours.

If any other members receive a new/replacement Sky Broadband Hub, leave it connected and it’ll automatically update, usually within a day or two. 🙂

[Geoffc1]

What would be the benefit of turning off ALG?  I have a sky router. 

[TBo34]

Hi @Mark-Br 

I've just been on to check the update and I still have no ALG sub menu. 

I'm still unable to make or receive VOIP calls because of this. 

Please help. 

Thanks

[Mark-Br]

@TBo34 

See this post

[Jules+23]

@TBo34 

I'm still waiting as well.  Incomming all fine but outgoing not working. I'm using my work Viop phone so not my normal house phone.  In and outbound worked fine on my old router.

I had a call from sky last Thursday (18th) and they are hoping that updates will be by the end of the month.  Keeping my fingers crossed.

[HowardG39]

Thanks @Mark-Br . I am sure this will help but at the moment it has made no difference. I think the reason is that I an still on SKY TALK and not yet transferred over to bOnline as my other phone still works and I can dial the SKY numbers on that and get connected but not when I try to use the new Panosonic phone set up for bOnline. So I have gone back to the Third Party to check they have done the number transfer. I paid an admin fee to them to transfer the number. So now I am thinking it is more admin than tech.

However, is there anyway I can check if traffic is flowing to the phone ports. The voice light flashes but the phone does not ring or light up to show and incoming call.

Again many thanks Mark

Best wishes

Howard

[markp22]

Hi 

We have this same issue with people working from home.  When they try the fix they cannot get onto the router. When contacting SKY 9 out of 10 times the support desk refuse to fix the issue remotely and tell the user that it cannot be disabled. 

This is frustrating and is impacting on business. Very strange that SKY is the only provider causing this issue 

[Mark-Br]

Hi @markp22 

Some customers using iOS devices may need to enter the login details twice - this may explain things.

Also, it's possible to change the login details, the page above assumes that the default login is still in place.

[markp22]

@Mark-Br  Thanks for the info however all our Users at home are on Windows laptops. No ios devices.  

Wouldnt be too bad if got some consistancy with SKY support as some users call and get it fixed others get told cant be done or whats SIPALG ? 

[Kyrstiec15]

I am trying to turn off these settings but my router doesn't not have this sub menu. As this update was meant to have been completed over a 48hiur period in 2021 please could some one advise how I can resolve my issue as it is causing me disruption at work.

any assistance would be appreciated 

many thanks 

kyrstie 

[wadeh]

I've been trying to speak to SKY about this today as I can't switch it off myself. The answer was the disable the sky broadband shield, is that correct? worries me that to make calls I need to completely leave the broadbanded unshielded for my kids to use. 

[mickyg5159]

JUs tupgraded to sky fibre with SR215 router it seems thee is no option to turn of SIP ALG, this leaves me with a big problem as i set up VOIP phones.

ANy ideas how to overcome this.