Newly installed Max Hub but my voip phone has a dial tone but does not dial out or reveive calls

[and222]

Hello, Please can I be added to the fix please. My Polycom VVX voip phone is not able to make/receive calls. have a new Sky Hub.

[mbonis]

Hi. Can I please be added to the fix. I have the white sky max hub and a polycom vvx450 phone 

[mbonis]

@Chrisee @Lisa-P1987 

Can someone please escalate this. 

Thanks

[Chrisee]

@mbonis done.

[Jlw82]

@Chrisee 

Hi, we still having heard anything following the escalation, this is causing my husband a nightmare trying to work from home. How do I chase this up? Thanks ☺️ 

[Chrisee]

@Jlw82 the team have been very busy so Insm escalatungbthe post again BUT keep,an eye outvfor the chat icon appearing on the forum pages which you usecthecstart the chat.

[StevieWebb78]

Can I please be added to this fix. I'm using the white sky max hub and yealink T465 VoIP phone. Thank you.

[StevieWebb78]

I've recently upgraded and installed a Sky Max router, my Yealink VOIP phone, which is connected via an ethernet cable to the router, has a dial tone but will not connect to out going calls and won't receive in coming calls.

[Burtonjoycered]

Hello,

Can someone please escalate this for me, I have the sam issues with Yealink VOIP phone system from my business I run from home, tearing may hair out with this. Than you.

[Burtonjoycered]

@Chrisee 

[and222]

For anyone else having this issue,  submitting this form to sky solved the issue for me: https://www.sky.com/help/forms/vpn-configuration

It is meant to fix a similar issue that people are having with vpn's not working on the new sky max hub, but also seems to fix the voip phone issue.

Where it asked for the vpn provider, I put in my Voip provider (Horizon in my case), and later that day the phone was working.

I didn't get a response from Sky to say they had actioned it, but they clearly did something. Now able to make and receive calls.

[Burtonjoycered]

Thank you, submitted.

This really us rubbish when peoples livelihoods rely on it, 48-72 hours is just not good enough.

[Chrisee]

@Burtonjoycered & @and222 there are 2 disconnected issues the VOIP isue requires a firmware downgrade which is handled by the Community Messaging Team to whom @Burtonjoycered I have escalated your post to the team who should add a chat icon to your forum pages when they pick ip the referral.The VPN issue is separate and requires that form thst goes tomthe back office team.

It is worth remembering Sky sell domestic broadband connections so use of a home connection for work is at a customers own risk. Like most other domestic ISPs Sky do not guarantee to support business apps.

We are told by Sky that both of tgese issues will have a permanent solution soon

[Burtonjoycered]

Can you at least tell me the average wait time for assistance so I can plan accordingly

[Chrisee]

@Burtonjoycered depending on workload the escalation should be picked up today and hopefullybthe firmware change done overnight. We have been told the escalation team have a number of staff away due to sickness and demand is very high so nothing can be guaranteed.