YEALINK T54W - Connected to Wifi but can not use as phone.

[TimP1976]

Hi, 

We are currently unable to make/receive calls from a T54W Yealink phone.  We have used it fine up until last Thursday with no issues.  Now it will not make/receive calls at all.  

It is connected to Wifi

It has ext number on phone

The phone works in other premises and we have tried another phone in our house which is the same and that does not work.  Therefor the phone is not faulty.

I can only assume something has changed in our home set up but I have no idea what.

[TimmyBGood]

@TimP1976 

Do you have a white Sky Max Hub?

[TimP1976]

Hi, 

We do yes.  I have switched it off, left it and also done a hard reset holding down the WPS button for 30 seconds.

[TimmyBGood]

@TimP1976 

OK, it's almost certainly related to the Max Hub use of Map-T: I think there was a similar post recently.

[TimmyBGood]

@TimP1976 

https://www.ispreview.co.uk/index.php/2024/06/isp-sky-broadband-uk-deploying-ip-address-sharing-via-... 

[TimP1976]

So how do we get around it.  That article is quite old.  This only started happening a few days ago.

[LynseyH1231]

Did you manage to resolve this currently experiencing the same issue? 

thanks in advance 

[TimmyBGood]

@TimP1976 @LynseyH1231 

Sky requests affected users with a Max Hub fills in the form linked from the pinned post at the top of this forum.  While this refers specifically to VPNs, it's also relevant to VOIP phone issues.

[LynseyH1231]

Thanks for your speedy reply unfortunately I require a quick resolution to this issue. Hoping I can speak to someone tomorrow! Fingers crossed anyways 

[TimmyBGood]

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@LynseyH1231 wrote:

 I require a quick resolution to this issue. 

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Realistically that may not be possible: you are likely to end up going through standard internet troubleshooting (which isn't relevant) and then get told that Sky doesn't provide support for VoIP phones.

If you do end up talking to someone who knows more than their scripts, the issue is almost certainly related to deployment of Map-T IPv4 address sharing through the Max Hub, and is resolved by opting the circuit out of Map-T.

You could also try toggling UPnP: this moves Map-T from 8:1 to 1:1

[LynseyH1231]

I wonder if someone has managed to have this resolved whilst being a sky customer? Is it something then can fix? Or would I be better jumping ship? 

[TimmyBGood]

@LynseyH1231 

Map-T issues are resolvable but apparently have to be escalated higher than front line support.

[LynseyH1231]

Could take a while then 😢. If I don't get somewhere tomorrow I will go with another provider. I'm not great with technology and finding this whole situation a little stressful. Thanks for your help 

[TimP1976]

Do you have the same phone? 

[LynseyH1231]

I have swapped the phone. I had the IT department that we use for our businesses landline run diagnostics etc and they have never come across this issue. So basically it says it's connecting to the WiFi, shows that it's live, I can literally see the other office phones on my screen are active I get a dial tone but can't phone out or receive phones I have took dongle out and used the cable to connect to my white hub, disconnected re connected turned off and turned on. Both phones exactly the same thing.. I'm baffled and since the cable which connected directly to the router is not working I can only assume there's an issue with my wifi despite my laptop and other devices working. It must not like my work phone...