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

[Richard00]

Having recently switched to Sky broadband 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. The error on the phone says "Invite request no response!"

[TimmyBGood]

@Richard00 

There's apparently a firmware issue between the current Max Hub software release and some VoIP handsets.  I'll escalate your post with a note that you probably need an alternative software version.

[Mr+Flibbles+86]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[cwatts1801]

Hi there, I am having exactly the same issue with my work handset, could i be included in the escalation please? I am currently unable to work from home due to this issue. 

[SMKS]

Hi I am having the exact same issues please can you escalate me also 

[KazzaG1]

I am also having the exact same issue as this. 

[Mr+Flibbles+86]

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

[Es-]

I'm also having this issue, please can someone escalate for me? I have tried to speak to the technical team multiple times, however they all say different things. Ended up reducing security etc and final call said that it's because the Sky Max Hub isn't compatible with VOIP phones unless plugged directly into the router. Work IT team say that's not correct as the VOIP phone I have is internet only. 

[TimmyBGood]

---

@Es- wrote:

final call said that it's because the Sky Max Hub isn't compatible with VOIP phones unless plugged directly into the router. 

---

That's a misunderstanding of Sky Talk Internet Calls, which is the built-in analogue to digital conversion (ATA) through the BT jack port and unrelated to a 'real' VoIP handset using ethernet or WiFi.  I'll escalate your post.

[Tom-W19]

Thanks for escalating. We've sent an invite to @Es-.

[Es-]

Hi Tom, it won't let me reply to your message..? It says to correct the errors on the page (which doesn't then show where the error is) plus users haven't enabled PM- but I can't see where this needs to be enabled? 

[kevinwicnott]

I have the same issue, please escalate as I am on call over Christmas and cannot work

[GD1]

@kevinwicnott  To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

[GD1]

@Es-  Which browser are you using?

If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

I would also try using private or incognito mode

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @kevinwicnott.