New customer phone not working

[Metasys1]

I joined  Sky a day ago , I have the SR203 which worked with my phone plugged into the back , I have now just purchased myself a SR213 ( the white WiFi max box  ) and the phone will not work when plugged into it .

Is there  a reason for this please ? 

[Mark39]

@Metasys1 it can take a day or so for the Max Hub to sort itself out. If it's the same tomorrow, try restarting the Hub (and the ONT if you have full fibre), when it's convenient, by switching off at the mains for an hour. Let us know if it's still no better.

[Metasys1]

Thanks Mark ,

I will try that tomorrow. 
I have FTTC ,  so no ONT.

so it's not  the fact it's being blocked  by sky on the SR213 ? 

[Mark39]

@Metasys1 no, that would be unlikely. If it worked on the SR203 it should work on the Max Hub too.

[Metasys1]

Thanks Mark - exactly what I thought ,  I wondered if the max hub had a separate setting ? Or sky won't allow ? 

All I get with the max hub  is like an engaged tone , and any calls made to it have an auto message " sorry the number you are calling is temporarily unavailable " 

Yet the 203 works perfectly with dial tone and calls in  and out 

[Mark39]

@Metasys1 I don't the ins and outs of the way the SR213 works, but my loose understanding is that its configuration has somehow to be generated and sent to it, rather than it being simply hardware as with the SR203. That takes a bit longer, but I'm not familiar with what actually happens in the background. The fact that your phone worked with the SR203 confirms its compatibility.

[Metasys1]

Ah I see . So I need some sort intervention from Sky , or it's auto update system ? 

[Mark39]

@Metasys1 so far as I know,  it's automatic. 

[Metasys1]

Ok thanks - If it doesn't happen / work tomorrow then can this thread be flagged to sky for help ?