SIP / VOIP phones no longer work

[heywoodh]

Still not fixed. The up to 72 hours promised on Monday morning disappeared with no change. I spoke to another Sky Support person (this one was in Leeds) at 72.5 hours and according to the notes Sky Networks thought I was trying to connect a ptsn telephone system to Sky Hub, laughed and did nothing. He resubmitted the query with more details, assuring them it was a VOIP phone, I sent pictures,  and to contact me if they needed more details. Again, another 72 hour wait.

I definitely have MAP-T enabled, I've logged into the hub and can see it's enabled. It is however set to 1:1.  I did see the form a few days ago but as it was all about VPNs I gave up.  Ultimately whilst I can definitley nail it down to a Sky Internet problem, I can't prove it's MAP-T.  They may have also enabled SIP ALG, something else that can mess with voip. 

I am starting to wonder about the competence of SKY's technical support people though. 

[Jonny321]

Sounds rough. 

They sorted mine though after filling out that form. I specified it's for Telephony and that I need SIP ALG disabling.

An hour or so later the wifi dropped and re-connected. Then retried my telephony system and it worked.

Later I checked and they did actually email & text saying they'd done as requested. Might be worth giving that a go. 

I tried calling initially but within minutes knew this would be the wrong route. They had no idea what I was talking about. Person was nice though lol

[heywoodh]

Thanks Jonny, I've given it a go.

The latest from regular Sky techical support is that it's a wifi problem and they've sent me a booster. He didn't seem to understand that a wired in device wouldn't be affected by a wifi issue, which I don't have anyway.

[heywoodh]

I'd just like to say Thank You to everyone who's posted ideas and suggestions. After 2 weeks I finally have VoIP phones again.

Exactly as Jonny321 suggested, I filled in the form and just put 'VoIp telephone problem - please turn off Map-T and SLP-ALG' . An hour later I lost internet for a few minutes and the softphone app on my Iphone started working again through wifi. I then received an email telling me they'd done some manual changes and to turn the Max Hub off for 60 minutes. Did that early this morning and now everything works properly. A quick look in the hub and Map-T has gone. Amazing how quick things can be fixed when you get to the right people.

However, Sky's front line support has been monumentally useless. Refusing to escalate the problem to anybody with knowledge and just playing stupid on call after call. I've had "that's beyond my level of knowledge" and "it's a wifi issue, we'll send you a booster" amongst many others. I raised an official complaint, received an email about how sorry they were and then another to say they'd closed the complaint. It's far removed from my experience the last time I was on fibre to premises at a different address with BT.

In typical style it was fixed yesterday afternoon about the same time the Amazon man delivered a 4G router, external aerial and sim card as I was going to route everything through 4G to make the situation a little less urgent. I now have an emergency backup system in case they do something similar in the future.

Once again, thank you. At least we now have an answer for anybody else with the same problem.

[Linus019]

im having the same issue with our yealink ip phones. just stopped making and receiving calls last week when connected to sky broadband, work fine on other wifi networks. i filled in the form but they replied saying this was only for vpn issues....i dont know what to do next

[heywoodh]

That's a so and so. 

With mine I could see Map-T enabled in the router, I filled in the form, the phones started working an hour or so later and whe I checked Map-T had disappeared.

I'd send the form again in the hope someone different picks it up. You only need to get lucky once. Failing that, invent a vpn problem  to get Map-T turned off ?

I feel for you, I felt like I was banking my head against the wall.

[TimmyBGood]

@heywoodh @Linus019 

I've asked that Sky reviews the wording and use of that form.

[Linus019]

ive sent a couple of replies to the emails i received from them so ill see what they say and keep the thread updated thanks

[Linus019]

ive just re submitted the form with this wording exactly on it...will see what happens thanks

[Somthingname]

@Linus019 Having exactly the same problem, and also have yeah link phones. Been back and forth with sky the last couple of weeks. 
Ive just sent the form off also, but am not overly optimistic. 

[Somthingname]

@heywoodh @Linus019 Wow, i filled out the form earlier and my phone is now working! I wish i had just gone this route to start with, as it would have saved me alot of time. However, i didnt know what i was supposed to write for 'VPN provider' so i called sky for advice and got lead down the garden path slightly with failed solutions.

Thanks @heywoodh and others for the advice on this thread.

[Linus019]

I just got this reply....

Hi,

Map-T has already been turned off, As for SIP ALG this is not something we can change as its not built in to the Hub6 / Max Hub

The option to turn off SIP ALG was only built in to the older Hub 4.2

We cannot help any more then we have done already

Should you still have problems I would advise calling Tech.

[heywoodh]

@Linus019  If you've not done so already, turn the sky hub off for an hour. 

The moment they turned MAP-T off the softphone on my iPhone started to work., but not my regular VoIp phones. Befor I had a chance to think about what to do next, I got an email telling me they'd made some changes and to turn the hub off for 60 munites. After doing so all phones worked fine.

[Linus019]

Yes, I tried that yesterday whenever I got the first email from them, but I will certainly try it again tonight thank you

[Linus019]

just to let you all know sky picked up my issue on another thread and got a new software version pushed out to my router and this resolved the issue, thanks for everyones halp and comments