VoIP not working. Just cut out.

[Anonymous]

Hi

My Internet calls system won't work. I have Sky Fibre and VoIP but it is dead, no dialtone and the "Voice" LED on the router is off, not orange, off. Broadband is working (using it to post this). I need to also point out that it was previously working, after the installation (which was on friday 14th oct 2022) all was working fine. But yesterday (17/10/2022) at some point the light first started to show orange, and the phone was dead, after rebooting the router the light went completely out. Also need to clarify that I AM plugging the phone into the router, I AM NOT plugging it into the old phone socket. The "Voice" light is off all the time now, even during a reboot. Before it came on orange after rebooting before turning to green, now doesn't light up at all. 

Some obvious things I've tried.

Rebooting the router. Both through the browser interface and by powering off/on. At one point, left the router for 30 minutes before powering back on. So I've done this dozens of times now.

Trying a different phone.

Testing the phone on another setup. Fortunately my neighbor also had FTTL and the phone works on her router.

Restoring factory settings on the router.

Replacing the RJ45 cable from the FTTL box to the router.

Restarting the FTTL box by unplugging and plugging back in its power adapter.

Tried to perform a line-test but the questions the "pre-test" part asks are not relevant to my situation and it doesn't even offer an option to run a test.

Checking the routers logs. Here is the most recent log

2022-10-18 a 10:24:50 syslog: WAN IPV6 UP
2022-10-18 b 10:24:50 syslog: Voice IP Connection Up: 2a02:[redacted]::1/64
2022-10-18 c 10:24:50 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [{SNO}/{MAC}/{v4IP}/7.02.0201.R/{v6IP}]
2022-10-18 d 10:24:52 syslog: TR69: Connect to Production ACS
2022-10-18 e 10:24:52 syslog: TR69: Connection to ACS Complete
2022-10-18 f 10:24:56 syslog: TR69: Close ACS Connection
2022-10-18 g 10:24:56 syslog: Voice Disconnected

(note: your AI is detecting the text in the logs and preventing me from posting, so I've had to add some filler data to try to bypass this, you really need to look at you message filter, people posting logs is kind of important for a help forum)

Totally stumped, have no idea what's going on.

[Anonymous]

Sorry for double poat, unable to edit original.

Additional info, in the router's web interface under Maintenance>Router Status does not even have a "Voice" status line. Before, this page used to have at the bottom "Voice: Connected" or "Voice: Disconnected", but now it isn't there at all.

[Mark39]

@Anonymous we're customers here, same as you, I'm afraid. It looks like a fault you'll need to report directly to Sky.

The quickest way to do that, if you have the means, is to call.

Alternatively we can flag your post to Sky and they may be able to help via the private online Community messaging service. Replies from Sky via the messaging service aren't instant, so you would need to check back from time to time to see if there's an update. 

Let us know if you want,to report it via the messaging service.

[Anonymous]

Hi Mark thanks for replying. Sorry didn't know everyone here was a customer. I could call, but since I now have no landline I'd have to do so on my cellphone and I think it's a pay number (the one I have is 0333 759 2574) so I'd rather not do that if at all possible. The messaging system would be better even if slower. Thanks for that.

Cheers

Marc

[Mark39 · Accepted solution]

Hi Marc, no worries. 

I've alerted Sky and hopefully a Community adviser will be able to help later today. Look out for a blue/red chat 'bubble' towards the bottom of the page and an email or private message inviting you to chat online.

If you want to know more about the messaging service, it's here: https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Anonymous]

Great stuff, thanks for the link and info as well. Now convinced it's a fault with the hub. My neighbour's hub will show the Voice LED as orange during a reboot, even if the FTTL line (port 4) is not plugged in. Mine is just off all the time from reboot. Brand new hub only a week old, Sky sure supply quality stuff 😄

[Mr+Flibbles+86]

Thank you for escalating this. We have sent an invite to chat

[Skull+Treaty]

The Sky 033 number is included in most celluar call packages, if it's not then it's billed as a local call. 

[Anonymous]

Yes, I've not had any previous billings for large company's support numbers, they are generally included as part of your free minutes. However I wasn't sure about Sky's and when I did call it (prior to making this post) it told me there was a 45 minute wait, so the call was terminated at that point.

Flibbles has helped me and narrowed it down to a faulty hub, it's now being dealt with. I'll just have to make do without a landline for a while, hopefully not too long. The annoying part is that it took me quite a long time to enter the new hub details into all my devices. Now I'll have to do all that again when I get the replacement, lol.

All things considered, was sorted out in a day. Not too bad.

[Mark39]

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@Anonymous wrote:

The annoying part is that it took me quite a long time to enter the new hub details into all my devices. Now I'll have to do all that again when I get the replacement, lol.

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Probably easier to make a note of your present Hub's SSID and wifi password, and change them once in your new Hub to match. You won't then have to enter new details on every email connected device.

[Anonymous]

I had thought about doing that but I wasn't sure if devices would accept the different BSSID. Well I suppose any that do accept it are ones that won't need reconfiguring.

[Addie15]

Update-We are closing this chat now after receiving confirmation from MarcusHD that the issue is now resolved. Please do not hesitate to reach out, if there is anything else we can help with. Thanks.