SIPALG Problems - 2nd post due to Sky Advisor

[MHancox57]

Good Evening.

i have been forced by a Sky Advisor to make an account so that my son can have the issue he raised yesterday dealt with.

i have been a Sky member for 23 years, we have "Platinum" status. Not that I think that matters with how we have been treated today.

My son has raised a valid issue, he was told by the advisor to contact a phone number because neither of us could remember the password on the verification form and once we had verified on the phone, we could then come back to the chat and they would assist. We dutily phoned, confirmed the account, password and permissions with an advisor on the phone, went back to the chat and he REFUSED to help us and ended the chat!!

I have made a new account and I would like a new chat opening and I will do the typing as necessary. 3 hours of our time has been wasted today and we are still at the same position. Here is my sons original post and this will give the issue we have with our Sky broadband:

I am rapidly losing hope. I started a new job nearly 2 months ago and recently began on the phones. It started with poor call quality and then became apparent that people could hear me on some calls, but I couldn't hear them. I have had help through my VOIP provider (Ringotel/simplicity) but after performing tests it has become apparent that my Sky Max Hub 6 is the reason for my phone woes. I have been informed not only does my fairly new Max Hub 6 not allow me to turn off SIPALG in settings, I have also now been informed Sky can't do it either!

Where does this leave me with options? I love my Sky Fibre and having tried EE, TalkTalk, BT et al, Sky has been the most reliable and fastest. I am absolutely loathed to move, but after 23 years as a Sky customer, if I can't actually perform my job properly (i am full time work from home) I will likely have to change providers to a company that actually allows this setting to be turned off.

I have seen in other threads (Feb 2025) that an option is Firmware being rolled back on the routerto allow SIPALG to be removed/turned off. How do i go about getting this sorter? Do i have any other options?

[GD1]

@MHancox57  As your son isn't the account holder Sky can't deal with them, however that being said as you've joined the community to get this issue resolved  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

[MHancox57]

[Removed]

The Wifi 6 Max Hub is not fit for purpose. My options are to purchase a third party router at my own expense, or find a new job.

"Customer Service Chat" is woeful. Tech support tried their best but are pinned back by the fact this "new and improved router" is actually a regression to our last router!

[Removed]

Moderator notes: Removed name calling

[2muchTV]

@MHancox57 ".... My options are to purchase a third party router at my own expense, or find a new job..." 

So what will you do? 

A third party router is probably easier to purchase and set up than find a new job, plus a router does not have to be overly expensive.

Sky has 5+ million customers  and while there are some bespoke aspects to its broadband service, it is a residential service provider which is not set up for customers who are looking for "off- script" services.