30 Jan 2025 01:00 AM
Well, after a very long series of chats with Sky, it's not good news.
I now get audio on my phone, disabling SIP-ALG solved that issue, but all my other issues remain. The phone disconnects from the VOIP servers for hours every day, so is not useable.
It will be no surprise that Sky are doing their best to blame the other devices in my LAN : hard-wired network switches, NASes and WiFi boosters. The last use different wifi channels from the SkyMax so it's unlikely to be wifi interference and in any case wired devices are also affected.
What happens is that the SkyMax router appears to block DNS calls both for WiFi connections and for hardwired devices such as my desktop and my VOIP phone (that is connected directly to the SkyMax). Other outgoing traffic - the phone registration to the VOIP provider, for example, are also blocked (server inaccesible error). This happens at random times pretty much every day and can last for hours leaving me, effectively, with no working internet.
I have tried nslookups and pinging the Skybroadband DNS servers and these are reported as inaccessible when I lose the ability to connect to webpages. Whether that indicates a DNS problem or simply that the SkyMax is refusing to send traffic out I don't know.
Windows reports no internet and troubleshooting reports no DNS.
The Sky phone app cheerfully reports there are no problems, when clearly there are. Of course, I have to use mobile data during these outages since the Sky app needs a working internet connection, which it can't get through the SkyMax.
Sky seem unwilling and unable to help - the classic "Blame the user" approach even though I had none of these issues with either BT or Virgin. The problems started when I moved to Sky just before Xmas.
Can anyone suggest what to try next? The intervening Xmas break and time spent trying to get Sky to fix things mean I'm now outwith the cooling off period.
30 Jan 2025 08:18 AM
Posted by a Superuser, not a Sky employee. Find out more@theig these issues can be complex first point please post the firmware version your Sky hub is running - log into the web interface at 102.168.0.1 and sign in with the username admin and the wifi password on the label. The issue causing the VOIP issue on the white hubs is so,ved by rolling back a formware release.
Any issues with DNS are almost certainly separate. Sky's DNS system never respond to ping so that is not unexpected. One simple test for DNS issues is to add a public DNS service to a device's network settings I use Google's public DNS at 8.8.8.8 and 8.8.4.4. If that works it is not a routing issue in your network. There is an issue that pops up which is where the server managing your connection does not route DNS traffic correctly powering down for an hour usually fixes Sky has something around 6 million customers they have a lot of server nodes and some do go faulty. Usually you lose the Sky landline at the sametime.
However you mention ethernet switches if they are the managed variety they could be a factor for exampe if the MTU setting is wrong you could get fragmentation issues. Unmanaged switches though should be fine. You also mention NASes depending on set up you could have issues from those so Sky's questions make sense.
One general point while Sky's hubs are fine for simple domestic networks the lack of confguration makes them a poor choicecfor more complex set ups like your's sounds to be. .Have you considered using a third party router? The Asus range work pretty well on Sky set ups as they have the recommended DHCPv4 Option61 capability.
30 Jan 2025 01:24 PM
Dear Chrisee,
Many thanks for taking the time to write such a detail reply, unfortunately, I have already tried all of what you suggest except for purchasing a 3rd party NAS.
Distilling down your response it is clear that we agree that the issue is with Sky’s inability to provide a stable DNS connection. “There is an issue that pops up which is where the server managing your connection does not route DNS traffic correctly”; on my connection, this is happening essentially on a daily basis, sometimes several times per day, hence my extreme unhappiness with Sky broadband.
To address your points:
Thank you for your response, even though it gets me no further.
Regards, Jon
30 Jan 2025 04:12 PM
Posted by a Superuser, not a Sky employee. Find out more@theig sorry I dontvthink I can help further.
No problem. Browse or search to find help, or start a new discussion on Community.
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