Business Broadband - Have I been misadvised by support?

[Jason_Hill1975]

I joined Sky Business Broadband in July, I had initial problems connecting our deskphones to the network (Polycom deskphone) - eventually I figured they would connect to the 2.4ghz network only (although the phones and voip service are 5ghz compatible)

Problem is they randomly disconnect daily, so I thought I'd speak with Sky to figure out what is blocking the provisioning on 5ghz.

I've been told that these phones (VOIP) are not compatible with Sky Business Broadband, only analogue phones are compatible?!?

I'm so confused by this statement... can anyone elaborate on what they're saying please?

(I appreciate this is not a Business forum - but there is no support for Sky Business customers otherwise 😭

[Jason_Hill1975]

I should add that the phones are provisioned to work with Zoom Phone service.

The phones are not physically connected to anything - they work from wifi connections.

[TimmyBGood]

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@Jason_Hill1975 wrote:

I've been told that these phones (VOIP) are not compatible with Sky Business Broadband, only analogue phones are compatible?!?

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My guess would be that's an advisor who's only familiar with the domestic service, and is referring to the analogue phone port (and by extrapolation the four similar phone ports on the Business Hub)

VoIP phone compatibility with the Hub and Sky Business Broadband service is nothing to do with those ports.

[Jason_Hill1975]

I did think this, they emailed me asking to ring a number with a case number - when I did the attendant seemed confused and took a while to find the case.

The phones literally just work on wifi, I can take them home and they work perfectly on my 5ghz Sky connection at home - but the business router is different.  I wouldn't question it more if it wasn't for the fact they work on a standard Sky router.

[TimmyBGood]

@Jason_Hill1975 

I suspect you'll have to be persistent with trying to get through to someone who understands the situation rather better (or who will at least escalate the issue)

In my experience VoIP handset 'compatibility' is likely to be significantly complex.

[Jason_Hill1975]

To update on this,

Last week we lost our internet service completely, an engineer was sent out later in the week (not ideal for a business), on his arrival no issue was found with the internet 🤔 - however, he did state that the phones we use are not 5g compatible and this is the only reason they don't work on Sky's internet.

In reality the phones are 5g (literally says it on them and in the spec).

Further research indicates that the problem lies with the Arcadyan router supplied by Sky for business (apparently normally used for domestic purposes) and that certain features are locked out by Sky.

Unfortunately, a resolution has still not been found.