SKY Talk no longer works with new SKY Max Hub

[Telsnr54]

https://helpforum.sky.com/t5/user/viewprofilepage/user-id/3566529

Hi I have the same problem, installation date 4/10/24. Have you had any update from Sky ref this isssue

Thanks

[jrk8028]

All issues now resolved seems old answer machines are not compatible with the new sky hub , as i suspected.,so i had to invest in sky voicemail 1571 but sky comes with free sky sheild so calls are now filtered by sky and not my answer machine so no nuisance calls and a working answer machine solution.

[Chilli1806]

It is not the answerphone that is my problem it the that there is no dial tone.

[Whammer]

Same here, still no landline weeks after upgrading to Sky Max. Sky are simply not intersted.

[JAR2]

Came here looking for information on this subject, astonished to find that these issues go as far back as October.  

Sky were contracted to become our service providers on 19th November, so 13 days ago now, 

Previously had BT fibre to premises broadband so no issues, fully functional service .

Instaled Sky router on Tuesday 19th November, from that point onwards nothing, zilch, zero, no services whatsoever. Lost count of the amount of calls made to Sky, most staff sympathetic, but absolutely unable to offer any practical help other than to advise that the matter has been escalated to the Networks team. Final received a new white Sky max router on Friday 22nd November. Partial resolution in the now have broadband, but no landline telephone and only partial Wi-Fi (2 rooms only) so certainly not compete Wi-Fi..

Sky agreed to send out Wi-Fi engineer, but when he arrived it transpired he wasn't a wifi engineer but a TV engineer, but his advise was to cancel Sky Max and revert to older Sky 4.2 He also confirmed that Sky know about this ongoing onboarding issue, but continue to promote and sell Sky Max to customers even though they know about these issues. Sky had sent out a plug in wifi extender, but even that wasn't capable of communicating with the router situated less that 10 metres away.

We live in a rural area with really poor mobile telephone signal strength, so rely heavily on our landline, to be left almost two weeks without any prospect of a resolution is nothing short of a disgrace. Sky don't deserve people's business if this is the best that they can do. Shocking doesn't begin to cover it.

Farcical 

[PWBC]

Like yourself I upgraded from the SR203 Black Fibre router, where the telephone functioned correctly to the Sky Max SR213 White Router.  The router was installed by a Sky engineer last week, as there issues connecting to the SKy Q mini. Since then the telephone shows "connect phone line". I have tried a new phone to no avail, so what is the procedure to get this rectified, if naybody knows I would be grateful

[Mark39]

@PWBC you could try factory resetting your Hub by pressing the WPS button for 30 seconds. If that doesn't resolve it, the advice is to contact Sky: https://www.sky.com/help/home/sky-talk/fix-problems-with-my-phone/articles/fix-phone-problems-start

[PWBC]

Thanks for that, a reset has returned the phone line and broadband speeds are all good. The only disadvantage of the full fibre service is the Sky Q boxes not longer act as wireless access point if hard wired

[Dave10111]

I also have this issue - which I have posted on this forum.  

I worked through the sky processs for notifying an online form (as I couldnt get to speak to anybody about it) only to be advised by text that the online form was closed as there was already an open case with them.

However they dont seem to have done anything.

This is frustrating and concerning as it is the way in which we keep in touch with a vulnerable relative.

[Mark39]

@Dave10111 Sky will be working behind the scenes with Openreach to get this fixed. Have you recently tried resetting your Hub, by pressing the WPS button for 30 seconds?

[Dave10111]

Thanks for the reassurance.

I will try resetting

[Chloe142]

I totally sympathise with people on this, Sky are not interested in, why send out these white max hubs when Sky know there is an issue with them, I personally have been without a landline for over 9 weeks, Sky don't have a clue all they keep saying is we are working on it in the background, we will get back to you but never, they are an utter joke

[Mark39]

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@Chloe142 wrote:

I totally sympathise with people on this, Sky are not interested in, why send out these white max hubs when Sky know there is an issue with them, I personally have been without a landline for over 9 weeks, Sky don't have a clue all they keep saying is we are working on it in the background, we will get back to you but never, they are an utter joke

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As I understand it, the issue doesn't affect everyone and Sky are working with Openreach on the affected cases. There was a recent post from a customer with the same problem which was resolved in 24 hours.

Quite why yours is exceptionally taking so long to sort out, I don't know. I suspect from Sky's perspective there's no point getting back to you just to say it's not fixed and we're still working on it, though I agree it might make you feel less abandoned if they were to do so.

[Chloe142]

At the end of the day we are paying for a service Sky are not providing, so why it takes so long is beyond me, I have heard so many different things from Sky, it's an open reach issue no it's a Sky issue, they don't have a clue

[MarkGoldsmith]

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@Chloe142 wrote:

At the end of the day we are paying for a service Sky are not providing, so why it takes so long is beyond me, I have heard so many different things from Sky, it's an open reach issue no it's a Sky issue, they don't have a clue

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Its strange as i had issues with the phone line when i recently switched back over to Sky Talk and Broadband. Whilst it took them a couple of weeks to fix ( as it required openreach to fix a fault in the local cabinet), i did get regular text messages every couple of days acknowledging they were still working on the issue.

What you may find is that within 30 days of the issue being resolved you will be credited with some compensation for the issue directly to your Talk & Broadband account.