Internet calling

[Paulst24]

Hello. We upgraded our sky internet with a sky max hub. My wife works from home and before we upgraded she could call people through her laptop. Since upgrading she can't. Is there a security setting for this  or something else as we are scratching our heads about it! Any help will be greatly appreciated........

[TimmyBGood]

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@Paulst24 wrote:

My wife works from home and before we upgraded she could call people through her laptop.

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Did that involve connecting through a VPN to a system hosted by her employer?

[Paulst24]

Hello, Yes it does ?

[TimmyBGood]

@Paulst24 

You'll find multiple posts in this forum regarding VPN use and the Max Hub, relating to Sky deployment of Map-T.

First thing to try is toggling the setting for UPnP in the Hub administration settings in the My Sky app: this should move Map-T from 8:1 to 1:1 which resolves some (but by no means all) such problems.

[Paulst24]

Hello. Thankyou for your replys , i cant find anything relating to Upnp in any settings? It's so frustrating 😫 

[TimmyBGood]

@Paulst24 

OK: try in the web interface as described in this post

https://helpforum.sky.com/t5/Broadband/New-Customer-VPN-issues/m-p/4754755/highlight/true#M422926 

[Paulst24]

Sadly that didn't work. We are truly stumped. It worked before with the other router 

[Chrisee]

Hi @Paulst24 complete this form and submit it as that will help,the team managing these issues to change the settings so the VPN should work see https://forms.office.com/e/kk1gCkWsRb?origin=lprLink

[Paulst24]

I wasn't doing it right. But ive did it step by step, and it now works! Thankyou so much for your help. Your a star 🌟 

[Paulst24]

Things were sorted for a few weeks, but we can't do internet calling again. The settings are still the same when we sorted it out last time, would sky of do a security update or anything on the hub to stop the Internet calling again? As wife needs it as she works from home? 

[Chrisee]

@Paulst24 is this just a SIP phone or is this as you posted before linked tomthe usecof a company VPN? Itvwould helpmif you could hive details of thecsystem being used and then it is easier to get you the right help.

[Paulst24]

Hello. It's same as before and the system is microsip. I just don't understand why it doesn't work.

[Chrisee]

Hi @Paulst24 I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

They can inky deal with the account holder but should be able to get this to the team loking after this area. 

[Paulst24]

OK. Thankyou for your help. 😊

[Mr+Flibbles+86]

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