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ISP Sky Broadband UK Preps Firmware to Fix VoIP Timing Bug

Tuesday, August 4th, 2020 (10:30 am) - Score 5,926
sky broadband router SR203

A recent update to Sky Broadband’s latest SR203/204 Sky Hub wireless router appears to have caused a bug for the ISP’s VoIP using customers, which results in a 1 hour time difference on DECT handsets that can sometimes prevent calls from reaching the customer. But a fix is coming, even if we don’t know when.

The aforementioned issue won’t be a problem for any of Sky’s customers with a traditional copper phone (landline) connection, but these days a lot of newer Sky Broadband customers are being provided with a SOGEA or “full fibre” based broadband connection (e.g. those on Sky’s ultrafast G.fast and FTTP packages). In this setup the phone service is handled via VoIP and your handset must be plugged directly into the router.

However, a recent firmware (software) update to the Sky Hub – v5.11.1993.R – appears to have introduced a new bug that results in the customers handset reporting GMT rather than British Summer Time (BST). In other words, this creates a 1 hour time difference between the network and handset, which among other things can occasionally result in some calls failing to connect.

We received a couple of emails about this last week and a few threads have also cropped up on Sky’s Community Forum, although many people may be unaware that the problem even exists.

Example Complaint by FlyingKiwi:

“A short while ago my Hub 4.2 updated its firmware to version 5.11.1993.R and since then my Panasonic phone’s clock has been one hour slow. I’ve reset the phones time using the time setting procedure in its manual and this only corrects it until a call comes in, at which point it returns to being one hour slow – the phones time setting being overridden/updated by the signal it receives down the phone cable.

I had a replacement hub sent out and it fixed the issue while running its original firmware version starting with 3.0.3? or similar. As soon as it automatically updated the firmware though (within only a few minutes of being plugged in) the same problem returned.”

Example Complaint by BrummyGit

“I have the same firmware version and problems with my Panasonic DECT phone clock being 1 hour out. I’ve also had reports of calls not getting through athough we don’t get many on the landline these days anyway.”

Example Complaint by Rural+Television

“I’ve noticed my PSTN phones (which have caller displays) have started to lock onto Greenwich Mean Time even though it is currently British Summer Time?

I’ve tried to manually reset the phone to BST, it works for a bit, but when the next call comes in etc. it resets to GMT again. This has only happened in the last month or so.”

The good news is that Sky Broadband appear to have identified the problem and are working on a fix. According to Sky’s Mark-Br, “The issue reported whereby some handsets are reporting GMT rather than BST (the time appears one hour slow) will require a firmware update to resolve. I haven’t currently [been] given a timescale just yet, but I’ll do my best to keep you updated as I hear anything new.”

Hopefully those with this problem won’t have to wait too much longer before a new firmware update is released to fix the issue.

Leave a Comment
6 Responses
  1. Avatar David Taylor says:

    “In other words, this creates a 1 hour time difference between the network and handset, which among other things can occasionally result in some calls failing to connect.”

    The time being an hour out seems unlikely to be the cause of calls failing to connect, unless there’s some other evidence to suggest that…

    1. Mark Jackson Mark Jackson says:

      There will be more going on underneath, but nevertheless that is what some people are experiencing and Sky have acknowledged the problem.

  2. Avatar Nav says:

    There was me, having changed the time on my second phone about 100 times, and asking the Mrs or the kids as to why they keep putting it back for an hour.

  3. Avatar Adekunbi says:

    Sky broadband has been a very big mess as I hardly get signal. 5 of my 18months contract has been a huge regret I joined sky.
    I’ve been connecting my mobile hotspot to everything in the house its frustrating especially because kids don’t understand and payment leave my account monthly. Huge rip off
    The shameful part is they can’t be contacted!!! All effort to do this has been abortive. Live chat is only for those who wanna join sky.
    If this is where I’ll get a solution, then I dont regret putting it here. As I text I’ve not had signal in over 24 hours sometimes I don’t get signal in over 48hours.
    I desire a lasting solution.

    1. Avatar Stew says:

      Try sky.com/mybroadband that will do a line test for you, failing that just call them they’re open best department to speak to is broadband retentions. Good luck

  4. Avatar Fabrizio says:

    They seem to be very ‘green’ about Voip as I’ve asked in their community forum if I could port my Vonage number to their Sky Voip as I’m switching over on the 20th and got a SOGEA/Sky Voip service which I really didn’t intend to use but if I could port over Vonage then just to receive phone calls it would save me a tenner. I was referred to a technical chat (still ongoing) and my first impression is a bit confused as the tech guy wrote to me saying he looked at their (Vonage) website and they only do business lines…so I replied that Vonage do indeed supply residential lines too, hopefully he/she will be able to get their facts right but I have the feeling that they only supply voip from openreach number (by porting them in) or assigning new numbers if the customer isn’t bothered in keeping their phone number.

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