New customer to Sky Business Broadband - cannot connect existing deskphones using Zoom

[Jason_Hill1975]

We've moved to a new property and are new to Sky Business Broadband, our existing deskphones (Poly vvx250) were provisioned to work with Zoom phone (worked perfectly until we switched to Sky).

During the 2 weeks we've been on Sky - I've been unable to provision them,  I've followed Zoom support and still unable to provision, my guess is the firewall is blocking the provisioning process.

I'm not IT - I have limited knowledge (was capable of provisioning the phones previously lol) - Zoom have a list of fire wall settings that need adding (https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0060548), but I have no clue where in the router settings I enter these.

I've been waiting for a response from Sky support for over a week now, and have not responded to my follow up requests either (not a great start with a new supplier)

Can anyone point me in the right direction?

[jamesn123]

@Jason_Hill1975 

That help guide seems to only define outgoing rules, which you dont need on Sky as the firewall only blocks inbound by default. The forum knowledge on Sky Business broadband is limited, the only suggestion I have is seeing if you can enable UPnP on your router as it may be that your router is using MAP-T which shares its public IP with other routers. Your Zoom phones may not like this. 

[Jason_Hill1975]

Cheers for the reply James, 

Have tried enabling UPnP but made no difference unfortunately. 

[jamesn123]

@Jason_Hill1975 

Sometimes it needs a little while to take action, maybe a reboot of the router as well. 

You may also want to take a look at this post https://helpforum.sky.com/t5/Broadband/Having-problems-with-a-3rd-party-VPN-and-have-a-Hub-6/m-p/482...

Although it refers to VPN, I believe It can affect voip phones as well. 

[GD1]

@Jason_Hill1975  As mentilend by @jamesn123  this is a domestic customer community, you may get better help by contacting Sky Business broadband  Contact Us | Sky Business Broadband & Phone| Sky Business | Sky Help Business | Sky.com | Sky Help B...

Have you also looked at the Business Broadband help files particularly SIP ALG?  Enable SIP ALG | Sky Help Business | Sky.com | Sky Help Business | Sky.com

[Jason_Hill1975]

Hi GD1,

Thank you for the response - I reached out to Sky  just over a week ago with no response - have chased with no response either.

I'll look at your other suggestion, thank you