SKY Talk no longer works with new SKY Max Hub

[deanjp]

I have recently installed the new SKY Max Hub and my SKY Talk no longer works. No dial tone, dead.

I've been advised by SKY Customer Services that this is a known issue and will need to be fixed by a software update. Timescale 2 weeks but will be done in stages, so timescale will be much longer.  So SKY Talk unavailable if you have this new hub. Not happy.

[emma698fox]

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@deanjp Health Insurance Market wrote:

I have recently installed the new SKY Max Hub and my SKY Talk no longer works. No dial tone, dead.

I've been advised by SKY Customer Services that this is a known issue and will need to be fixed by a software update. Timescale 2 weeks but will be done in stages, so timescale will be much longer.  So SKY Talk unavailable if you have this new hub. Not happy.

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I'm sorry to hear you're having trouble with your SKY Talk after the new Max Hub installation. That sounds frustrating, especially when you're relying on the service. If customer service mentioned a software update is needed, it may help to keep in touch with them for updates on the timeline.

In the meantime, if you have a mobile phone or another way to make calls, it might be a temporary solution until they resolve the issue. Have they offered any compensation or alternative solutions while you wait?

[KevNewMedia]

Hi @deanjp 

Thank you for joining the Community - it's great to have you onboard!

I'm not sure where that information has come from. We know about a problem with the white Sky WiFi Max hub having issues, however that's under investigation as we speak, and we haven't been given any timescales like this.

I'm going to escalate your post to our Community Messaging team, and they will be in touch over the next 48 hours. Just check back here every now and again. You're looking for the chat bubble in the bottom corner of the thread.

For more information on how the service works, click here https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Nick5077]

I have the same issue. My sky max hub (white box) was installed yesterday,  followed all the instructions to connect my phone via the connection at the back of the router but 24hrs later my landline is still showing "check phone line" and if I call my landline I get a message saying it is temporarily unavailable . Have tried turning off and on and resetting via wps button bit still nothing. Grateful if someone could help please

[Lisa-P1987]

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

[deanjp]

Hi

If you can provide more information regarding this issue. I know I'm not the only one having this problem. Its not acceptable.

[jrk8028]

i also have this issue since porting from BT last thursday. I have been informed they have a network problem and are aware a few customers have this issue . mine is currently under investigaion with the Network team and i have not been given a fix time. So no dial tone. Also had other issues. Sky has had a few issues over the last 5 days.Luckily i dont use the landline that much and can use my mobile but still not a good start to my contract. The escalation team is looking after the issue and keeping me informed by text.

[deanjp]

My  lan line is now working. I wasn't informed by SKY. I just noticed that the 'check line' was no longer showing on my handset. I have been given no information of the cause or offerred any compensation for being without my lan line for 5 days. I've been with SKY for 12 years! 

[phil6328]

I am a newbie to sky talk and broadband, came over from BT. My broadband works just fine but my talk is silent, tried everything that is suggested. I even had a message from openreach telling me all was changed over and working. First tried with my bt phones but would not connect to hub so brought new phones that are compatible to the sky max hub, fitted them all only to find the line is still dead.

[Nick5077]

I had the same issue - I left it 48hrs after instalation (had full fibre with new Sky Max hub) I called the Sky technical whonsaid it needed some changes at their end and they had it working within half an hour (was told it could be up to 48hrs but worked  in half an hour). This also enabled me to access my router via the My Sky app which hadn't worked previously

[Chilli1806]

I also have this issue.   I was told by the customer helpline that this was a known issue but they have not yet discovered what is causing it so currently have no fix. 

How do I escalate this.

I am worried because my 86 year old in-laws are due to switch from Virgin next Friday.  They cannot be without a landline as they struggle to use a mobile phone. 

What is going on? 

[Mark39]

@Chilli1806 you could submit a formal complaint, but in all honesty, if Sky know of the issue and are already working on it, there may be nothing more that can be done to expedite a resolution.

[jrk8028]

After 3 phone calls and two escalations my line now works only problem is that when someone leaves a message on my answerphone the line locks up as my answerphone does not detect cleardown escalating again.

[Tvrguy]

Ive got the same issue, cannot ring anyone, not happy

[Mark39]

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@Tvrguy wrote:

Ive got the same issue, cannot ring anyone, not happy

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When was your Sky service activated?

Do you have a white Hub or a black one?

If it's the black one, is the Voice light on the front panel illuminated? Amber or green?

Is your phone plugged I to the Hub?