After upgrade to new white wifi Mac router no voip calls

[Joe+S.]

I've upgraded my Sky router to the Sky WiFi max white one from the black one, and the voip isn't working.

This is not a sky upgrade, I found a great deal on an auction site for a brand new product. So instead of paying monthly it's paid for outright. 
Everything else is set up and connected great. All devices connect, it connects to Sky broadband great and the wifi is great. But even though it's connected the same as the old one, with the same phone plugged directly in to the router to the uk phone plug, nothing. When I connect the phone I can hear it click like it's trying to connect but there is no dial tone. Any suggestions?

[Mark39]

Try a factory reset, by pressing the WPS button for 30 seconds.

[Joe+S.]

I've tried this with no luck.  Does Sky need to flip a switch or something in order to make it work?  On my original black router there was a setting called voice that would show connected. I can't see anything like that on the Max router settings. 

[TimmyBGood]

---

@Joe+S. wrote:

This is not a sky upgrade, I found a great deal on an auction site for a brand new product. So instead of paying monthly it's paid for outright. 

---

Important to know that any Max Hub acquired that way isn't legitimate: it shouldn't have been on sale and isn't recorded against your Sky Broadband account, so some functionality may not be there.

[Mark39]

Thanks, @TimmyBGood. I had an inkling that might be the case, but hadn't got as far as researching it.

[TimmyBGood]

@Mark39 

I don't know if what @Joe+S. is experiencing is definitely related, but as a general principle user needs to know that Max hardware is supposed to be linked to the Sky Broadband subscription by Sky when it's despatched and so acquiring from elsewhere can't be expected to be trouble free.

As an example I don't think the My Sky app will ever populate with the Max Hub administration settings.

[Joe+S.]

Thanks for all the replies. I kind of knew this could be the issue but it was from a reputable source so it wasn't stollen or anything. But it explains why it was a bit cheaper. I just don't want to pay £5/mo for a minor Wi-Fi upgrade so thought I would try this.  I don't think it's fair that Sky would lock down this hardware like this. I'm going to try to contact them to see if there is a solution and give them the serial number to see if there are any issues. 

[Mark39]

Contacting Sky would definitely be the next step. Personally I don't think it's unreasonable for Sky to limit transferability of hardware they've originally provided, if indeed they have.

[Joe+S.]

Thanks again for the comments and ideas. 

I did contact Sky and they were comfused to say the least. The Wi-Fi max router needs to be configured before it's even sent out. So while it will connect to any Sky incoming broadband and work as a router and use the Wi-Fi, for additional set up like a voip phone that will just not work unless you pay for the subscription and a router is sent directly from them. 
I would assume the router sends some serial details or something to their system that checks the paid services and then allows those services. 
I knew going in to this that it was a bit of a long shot. Which explains why this auction site had it so cheap so I'm not out very much at all. But I had to try. 
this is what makes life fun, trying out new thing to try to get around some of the more idiotic rules Sky has in place. 
Anyway, thanks for all the input. We now know this is not possible and an account upgrade is required.

[TimmyBGood · Accepted solution]

@Joe+S. 

Slight correction: a Max Hub doesn't require an additional subscription in top of Sky Broadband to use, and neither does Sky Talk Internet Calls

The optional set of Max WiFi services ('pod' wireless booster loan, Parental Controls and advanced security) which can run from a Max Hub has an extra monthly cost.

It's the linking of the Hub hardware to the Sky Broadband account which hasn't happened in your case, because it didn't come from Sky and they are the only legitimate source: any seen on sale are Sky property and should have been returned to them.