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

[kevinwicnott]

I had a Sky engineer around today to "fix" the issue

Apparently this will never work as the Sky Hub is designed to handle the VOIP traffoc so intercepts the traffic and forces it out Skys PSTN network, all Sky landlines are now VOIP so using any IP handset will never work, evn downgrading firmware wont work

[TimmyBGood]

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@kevinwicnott wrote:

 all Sky landlines are now VOIP so using any IP handset will never work, evn downgrading firmware wont work

That's entirely incorrect, as numerous posts about the firmware downgrade resolving the issue demonstrate.  It's a misunderstanding of Sky Talk Internet Calls through the BT jack socket on the rear of the Hub, which is completely different to use of a VoIP ethernet or WiFi handset and a non-Sky VoIP provider account.

[kevinwicnott]

id like to say i agree but ive had no update since the 24th Dec and still not working

[TimmyBGood]

@kevinwicnott 

Sky hasn't rolled out a fix to the Max Hub fleet yet: they don't do general firmware revision over the holiday period.

Have you made a specific request for the issue to be addressed on your connection?

[kevinwicnott]

yep, someone was getting back to me once it was escalated to third line support....

[TimmyBGood]

@kevinwicnott 

OK, so chances are that no change has been applied in your case.  It's frankly disappointing how random Sky has been on this issue, given there's a known solution (or at least a temporary workaround) which they can apply remotely.  There's absolutely no point them booking engineer appointments (and making customers wait) for something only addressable elsewhere.

[Jlw82]

Hi Tom

Could I also be escalted for the same issue please?

Kind Regards.

[Min11]

We moved to Max Hub and we have had this issue since joining 

we have been advised to move the phone away from the router and yes the phone rings now but when we go to answer it doesn't connect  - Sky and BT need to sort the ongoing issues out 

[TimmyBGood]

@Min11 

Is that a VoIP handset or an analogue handset plugged into the single 'phone' port on the rear of the Hub?

It's in no way a BT issue: BT in this context is an ISP in competition with Sky.

[Mr+Flibbles+86]

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

[Jlw82]

Hi, can you please confirm if we have been escalated as we don't seem to have had a chat request?

Many thanks

[Treacle08]

Hi we have the same problem please advise best resolution, I have a yea link T46s

[Chrisee]

@Treacle08 please confirm you have a white Sky hub and which third party `vOIP platform you are using.

[Jlw82]

Also, still no response to us despite asking on here and a call to sky with a request for contact. Can anyone help us get this sorted please as we still cannot use the phone we need to for working from home. Thanks! 

[Chrisee]

@Jlw82 One of your postswas escalated but I cannot see it was picked up. Can you confirm the same points ie you have a white Sky Max hub and which VOIP system you are using. 

We have been told that the escalation team are short staffed so are limiting escalations