Unable to raise SIP ALG/MAP-T Issues

[Lisa-P1987]

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

[theig]

@Lisa-P1987 

I see on another thread that user Juleswilks who also has this issue has been asked ot post his software version.

In case it helps escalate my issue (I have heard nothing from Sky, yet) my SR213 is running the same software as Juleswilks.

[Rodders95]

I have exactly the same issue with a white Sky Max router after Just switching from BT. So far no one at Sky has been able to deal with the issue. It seems a bit dramatic to cancel and go back to BT as all else works fine - except the voip phone through which I run my business.

I use a Polycom handset which is a bit long in the tooth. It hooks up to the system and gives a dialling tone, it just won't actually dial in or out.

Thanks. I shall be truly grateful for any help.

R

[Mr+Flibbles+86]

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

[theig]

@Mr+Flibbles+86 Forgive my ignorance, but how do I access the chat? I can find no invite, there's nothing on my forum page or in my email or in my junk folders. Did you send me an invite or someone else?

[DixyBurger]

Great news my service is working again. I'm asking Sky what further changes were made, as the firmware downgrade seemingly did not work at first. 
Just happy to be back working. Thanks @Lisa-P1987 and @Chrisee 

[Rodders95]

Thanks for your help which is much appreciated. I missed the chat window as zi had to work away over Friday to Sunday. Would it be possible to instigate a new Chat please? R

[Jonnyboy66]

Hi, could you please add me as well. We have been told to turn off Sip ALG to enable my WebEx phone to work but there are no setting visable for this on the White Max Hub.

thanks in advance 😀

[theig]

Hi, could you please add me as well.

I asked above for SipALG to be turned off on my SR213 white Max Hub a week ago and have heard nothing since. I am still unable to use my Gigaset VOIP phone .  The line is registered successfully with Sipgate but there is no audio in or out. I have tried all the changes Sipgate suggest including port forwarding to no avail.

Thanks in advance 

[Lisa-P1987]

Hi there Jonnyboy66 , 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

[Lisa-P1987]

Hi there theig , 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

[Tom-W19]

Hi there

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[theig]

@Tom-W19 Hi, I did respond to the chat invite on Friday. The outcome was that the VOIP issue has been escalated  up the chain to the Development Team. The hope is that they will get back to me early next week.

Perhaps your message was intended for someone else, there are several customers now posting similar VOIP issues on this thread and you didn't include the username of the customer to whom you were responding.

[Rodders95]

Hi 

It has now been fixed and I'm really grateful to everyone for their help and input. It's great to have things working properly. Thank you. Rod

[theig]

Well, I have spent the day trying to get the phone to work after the SKY Development Team turned off SIP-ALG. Shutting off the SIP ALG certainly helped but simply revealed another problem.

The default DNS server set by Sky on the  SR213 (i.e. itself) is only good for my LAN (and then only some of the time). It is at best flaky, at worst completely useless, for internet traffic.

I did eventually find an IP address for the Sky DNS which I hope is legit, and I post here in case it helps others, primary 90.207.238.97 secondary 90.207.238.99.  This appears to have  resolved my VOIP issues, at least for now, fingers crossed for tomorrow. 

Of course, I will now have to set the DNS manually on all my devices since I don't think I can set it on the SKY Max router, if i can get into it. Much of the time the router can't find itself even from its own IP address!

Thank you to the Development Team for sorting the SIP-ALG issue for me but to be honest, due to the pain SKY broadband has caused me so far - I haven't even mentioned its non-existent wifi coverage - I wish I had stayed with BT; at least their routers are, in my experience, competently designed and have decent wifi coverage.