Awkward Multiroom installation

CL32

I've had SkyHD for about a year and have been trying to get multiroom installed for a while now but keep running into dead ends. The main problem I seem to have is that my phone/broadband provider is Magnet which I am told is incompatible with Sky, as Sky need an analogue phone line and Magnet use a high speed digital exchange.

The HD box is plugged into a point which goes to some kind of converter Magnet supply for phone services. When I check the system settings it says 'phone line connected' and I can order box office movies using the remote. When the Sky installer came out to set up the Multiroom he tried to do a call back from the HD box and this kept failing. He told me that 'phone line connected' and actual call backs were two very different things, there was nothing he could do and then he left.

Some neighbours in this and neighbouring estates (with Magnet phone lines) managed to get multiroom installed on second or third attempts. Unfortunately the successful installations all seem to be due to the installer arguing over the phone with someone in Sky and just 'got it switched on' It's really starting to annoy me now because I know it can be done but everyone seems so vague about how its done.

Has anyone had any experience of Multiroom using Magnet phone lines? Can any installers who might read this tell me if I am wasting my time?

The second part of my long-winded problem is the wiring. We are in a three story terraced house with the dish at head height at the back of the house. I'm hoping to get the second box (Sky+) in the third story bedroom at the front of the house. Ideally I'd like the wiring to go up and into the attic so it can drop back into the bedroom. I think this rules out a Sky installer due to insurance. If anyone knows of an installer who might be interested in a job like this could you PM me? Its the type of one off job I wouldn't mind paying a few extra quid for just to get it done right.

Sorry for rambling on a bit, was trying to get as much info in as possible.

Thanks in advance for any replies.

Rippy

The phone lines for multiroom have to stay working. So even if an installer persuades someone in call centre to manually activate 2nd card, eventually you will get a letter from sky pointing out that both boxes must be connected, and eventually they will charge you two full subs. Only thing I can suggest if you cannot get a conventional landline into the house, is to just get a FTA box at the second location, TV aerial if you don't have one already for Irish channels, and an extension off of RF2 of the sky box(or video sender) to let you watch output at second location. None of this is what you want of course, but that is as good as you can get. Any competent independent aerial and satellite rigger could sort all this out for you, including cabling through the attic. Might be an idea to check he has liability insurance before letting him in the attic. If he's professional he will have it.

CL32

Cheers Rippy,

Yeah I had a feeling some of the neighbours have letters on the way alright.

Most people give out about having to have the two boxes plugged into a phone line. I've no problem with that and even have a phone line right next to where I want the second box. Its a bit of a sickener to hear that its the wrong type of phone line. We are in a new house with Magnet FTTH fully wired throughout and their broadband is outstanding so it'd be pretty hard to give that up for a standard phoneline.

So close, yet so goddamn far...

CL32

Could anyone tell me how to force a call back from my Sky box? I'd actually like to see this failing with my own eyes before I put this to bed.

Thanks

byte

CL32 wrote: »

Could anyone tell me how to force a call back from my Sky box? I'd actually like to see this failing with my own eyes before I put this to bed.

Thanks

Press Services, 4, 0, 1, Select.

This should bring you to installer menu.

Then choose New Installation, and press Select where prompted. You'lll eventually get to a "Callback in progress" screen. If it succeeds you'll get "Installation Complete"

CL32

...Failed

I guess thats that then.

Thanks for the help lads.

byte

Watty would be more clued up on these things, I believe the things (ATA's I think) that Digiweb use can successfully work with analogue modems, though not sure if Magnet can be configured to work likewise.

CL32

Nice one - a small ray of light.

I think the thing Magnet supplied us with is an ATA converter alright. Theres a bewildering amount of gizmos out there so I was hoping there was something to do the trick in this case.

Tony

Contact magnet directly, last time i spoke to the guys there they said they had solved this problem.

CL32

Will do, thanks Tony. Sounds like good news.

byte

CL32 wrote: »

Will do, thanks Tony. Sounds like good news.

Report back on your findings, as it could help others in the future.

Tony

CL32 wrote: »

Will do, thanks Tony. Sounds like good news.

My pleasure, as Byte says let us know how you get on. If you get no joy let me know here and i'll make a call .

CL32

Thanks lads, I'll let you know how I get on tomorrow. I asked a few neighbours in the same boat to ring Magnet too so we can compare answers.

CL32

Well I rang Magnet today but I don't really trust the response I got.

The guy I was talking with said that only a standard Sky box can make a call back over Magnets phonelines. Both Sky+ and HD are unable to perform a call back. I asked why this was and he said he wasn't quite sure and 'thats what he was told'. I admit I'm out of my depth in these matters but that just doesn't sound too plausible to me.

The guy I was talking to was front-line customer support as I could not speak to a supervisor or a manager who may be more familiar with any new developments.

Tony, if you are talking to your contacts in Magnet would you mind asking about this issue please? I am going to try again tomorrow to see if I can get a hold of someone who could explain why + and HD boxes can't call back if that is indeed the case.

Batesy

CL32 wrote: »

Well I rang Magnet today but I don't really trust the response I got.

The guy I was talking with said that only a standard Sky box can make a call back over Magnets phonelines. Both Sky+ and HD are unable to perform a call back. I asked why this was and he said he wasn't quite sure and 'thats what he was told'. I admit I'm out of my depth in these matters but that just doesn't sound too plausible to me.

The guy I was talking to was front-line customer support as I could not speak to a supervisor or a manager who may be more familiar with any new developments.

Tony, if you are talking to your contacts in Magnet would you mind asking about this issue please? I am going to try again tomorrow to see if I can get a hold of someone who could explain why + and HD boxes can't call back if that is indeed the case.

This actually may be the case as I have the 'RX Wireless Phone Jack' working on an eircom line and it apparently isn't compatable with Sky+ and Sky HD boxes but works fine with a standard Sky box.

I heard that Sky are hoping to resolve the issue with a future firmware update.

Kensington

Magnet use VoIP for their phone lines - the box they install into your home/apartment is a VoIP ATA as mentioned. Unfortunately, analogue modems (any analogue modem - dialup on PC, fax machine - not just Sky boxes) really don't like VoIP lines and so no future firmware update on Sky's behalf will sort it. It's the same reason why people on Blueface etc. can't use their VoIP line to get a sky box to call back. Until Sky drop the multiroom phoneline requirement (highly unlikely) or develop another way of sky boxes to contact sky HQ, then it's gonna be a growing problem as more and more people go to VoIP or VoIP systems.

For Digiweb and UPC, they use a system called PacketCable in their cable modems which I think is better able to handle the likes of sky boxes, fax machines.

Tony

Kensington wrote: »

really don't like VoIP lines and so no future firmware update on Sky's behalf will sort it.

I must disagree thats simply not true

Tony

Sure, cannot reach him by phone so I've emailed and I'll let you know the response. May take a few days as I am off on holidays from Sunday.

Edit: Good news CL my guy in Magnet says the sales guy you were talking to got it wrong and it is possible to sort this out .He will Pm you and sort this for you directly as magnet has an account with boards.

CL32 wrote: »

Tony, if you are talking to your contacts in Magnet would you mind asking about this issue please? I am going to try again tomorrow to see if I can get a hold of someone who could explain why + and HD boxes can't call back if that is indeed the case.

CL32

Truly above and beyond the call of duty Tony. I really appreciate it.

Enjoy those holidays.

Tony

happy to help, let us know how it goes

CL32 wrote: »

Truly above and beyond the call of duty Tony. I really appreciate it.

Enjoy those holidays.

bk

Kensington wrote: »

Until Sky drop the multiroom phoneline requirement (highly unlikely) or develop another way of sky boxes to contact sky HQ, then it's gonna be a growing problem as more and more people go to VoIP or VoIP systems.

Sky will have to come up with a work around for this, as BT in the UK is planning to move their entire phone network over to a pure IP VOIP network, over the next few years.

This will break all existing Sky boxes, so Sky will need to come up with an alternative solution.

Hellrazer

Kensington wrote: »

For Digiweb and UPC, they use a system called PacketCable in their cable modems which I think is better able to handle the likes of sky boxes, fax machines.

Hate to hijack a thread but Tony pointed me in the direction of this one(Thanks Tony)

Just wondering if anyone can confirm that UPC`s phone service will definately work with multiroom before I drop Eircom and get UPCs BB and phone service.
Ive had multiroom for nearly 3 years now and really dont want to lose it over a phone line issue.
Thanks
Richie

Aquos76

Hellrazer wrote: »

Hate to hijack a thread but Tony pointed me in the direction of this one(Thanks Tony)

Just wondering if anyone can confirm that UPC`s phone service will definately work with multiroom before I drop Eircom and get UPCs BB and phone service.
Ive had multiroom for nearly 3 years now and really dont want to lose it over a phone line issue.
Thanks
Richie

I'll run a cable for you in the morning and let you know. I dont have multiroom just Sky+ but I'll try a new installation in the installers menu and post my results.

Aquos76

OK here it goes

phone cable in UPC modem

other end in Sky+ box

From the system setup screen (option 7)

In the Installers menu (0, 1, select)

Going through the new installation option

Callback in progress

Online light on

Success.

So YES, a successful callback have been carried out using UPC/NTL telephone service.

Hellrazer

Thats excellent Aquos--Bye bye eircom time so

Aquos76

So atleast we now know for definite that Sky can call back using UPC's phone service.

Tony

Outstanding work Aquos

Hellrazer

One more probably stupid question--If the phone cable coming from the back of the UPC modem is an ordinary phone jack/cable could I assume that I could join it up to where my eircom main line came in and make all the old phone points work??

Cant see any reason why it wouldnt work and would be very very handy for the multiroom boxes.

Aquos76

Hellrazer wrote: »

One more probably stupid question--If the phone cable coming from the back of the UPC modem is an ordinary phone jack/cable could I assume that I could join it up to where my eircom main line came in and make all the old phone points work??

Cant see any reason why it wouldnt work and would be very very handy for the multiroom boxes.

You can indeed, thats exactly what I did.

sweetie

Kensington wrote: »

For Digiweb and UPC, they use a system called PacketCable in their cable modems which I think is better able to handle the likes of sky boxes, fax machines.

I have the digiweb metro phoneline but when I rang sky they said it doesn't work with them. Is it just that they are uninformed? Also if it doesn't I can pay 37.50 extra to do without. What do I lose by not having the phoneline connected?

Wheels

I'm coming to this late but had SKy installed on Tuesday in a new apartment wired for Magnet. Didn't even think of checking if it could dial out or not through the Magnet system. Just assumed it could.

So, the installer came and installed Sky+ and Multiroom. Both boxes failed to do a call back and he high tailed it out of the apartment saying that I could ring them or to just keep trying. I instantly thought it was a Magnet issue so didn't argue. He left and I rang Magnet, one guy said they were going to send a fix to ATA box and it should resolve it and they'd call back. Before they called back I tested the Sky+ box and it worked. I then tried to regular Sky box and it failed and has been doing so ever since.

Is there any fix for this? If not, what do i do? I have the second room box installed and its getting FTA channels.

Tony

I'd advise you to contact magnet again. I know you meant well but please no PM's about products that have nothing to do with me as unfortunately some on here have been abusing this lately. The guys from magnet monitor boards so you may well get a PM from them directly. Open to correction on this but last I heard they had agreed to an exemption for magnet customers who had problems.

I will be working on the magnet head end in the coming weeks so I'll mention it again if you do not have it resolved by then.

Wheels

Tony wrote: »

I'd advise you to contact magnet again. I know you meant well but please no PM's about products that have nothing to do with me as unfortunately some on here have been abusing this lately. The guys from magnet monitor boards so you may well get a PM from them directly. Open to correction on this but last I heard they had agreed to an exemption for magnet customers who had problems.

I will be working on the magnet head end in the coming weeks so I'll mention it again if you do not have it resolved by then.

Apologies mate, I'm just at my witts end with this. I'm baffled as to what to do and no one in Magnet or Sky seems to have a clue what the problem is.

Tony

No problem I understand your frustration. My colleague in Magnet is well aware of this issue and has been talking to sky on an ongoing basis. I'll email him a link to this thread to see what can be done to help you.

Update: Expect a PM from magnet

Wheels wrote: »

Apologies mate, I'm just at my witts end with this. I'm baffled as to what to do and no one in Magnet or Sky seems to have a clue what the problem is.

Wheels

Tony wrote: »

No problem I understand your frustration. My colleague in Magnet is well aware of this issue and has been talking to sky on an ongoing basis. I'll email him a link to this thread to see what can be done to help you.

Update: Expect a PM from magnet

Cheers Tony, thanks for that. Looking forward to hearing from them.

Tony

My pleasure

Wheels

Has anyone else been able to resolve this? I'm trying to get in touch with magnet but not getting past the front line of staff and no one is interested telling me there is nothing they can do and basically tough sh*t. I'm seriously starting to get annoyed and I'm very close to cancelling my subscription and moving to Digiweb.

Tony

I'm surprised you have not been contacted directly. I'll ask my contact to look again at this thread.

Wheels wrote: »

Has anyone else been able to resolve this? I'm trying to get in touch with magnet but not getting past the front line of staff and no one is interested telling me there is nothing they can do and basically tough sh*t. I'm seriously starting to get annoyed and I'm very close to cancelling my subscription and moving to Digiweb.

Brucemole

hi lads


has there been any progress on this at all?

Wheels

None. The situation is still the same. I decided to forego the hassle and use my second box as to get FTA channels, thankfully it hasn't been an issue yet.

dhidra

Aquos76 wrote: »

Success.

So YES, a successful callback have been carried out using UPC/NTL telephone service.

Super work Aquos! If the Sky technicians give me any bulls**t when they come out to do this I'll show them this thread! Which port on the modem do you use? Thanks

Aquos76

dhidra wrote: »

Super work Aquos! If the Sky technicians give me any bulls**t when they come out to do this I'll show them this thread! Which port on the modem do you use? Thanks

Only one of the 2 phone ports on your UPC modem is active so I had to unplug my existing phone and plug in the line which connects to the Sky receiver in to that port. However this can be easily overcome by using a little double phone adaptor.

In my case though, I have since sent a phone cable from my modem back to where my eircom line used to come in to the house and connected into my existing phone wiring system from there, hence, I now have all my previous eircom phone points working on UPC.

Yama

Hi Aquos,

I am getting Sky HD in tomorrow with multiroom, and had intended switching over my phone and broadband from Smart to UPC/NTL. I'm glad I came across your posts. It it difficuly to do what you have done with your phone, i.e. cable back from the modem to your main phone connection point? I mean the wiring connection end of things, not the routing of cables through the house etc. Is it just a standard phone jack or did you have to 'wire it up' differently yourself?

Thanks

Kensington

It's just a plain RJ-11 regular phone cord between the cable modem and one of the phone sockets on your extension. Just make sure your eircom line is completely disconnected from the extension BEFORE you connect the cable modem to it!!!

Irishdudedave

Has anyone tried a SKY HD box with UPC's phone?
I just ordered SKY HD for the main living room with SKY+ in another room, after searching online I have found that other people are reporting different boxes failing to work over VOIP and now Im worried that both boxes wont call back correctly and Ill be stuck with UPC digital for another few years (still better than getting an eircom line again though!)

Yama

Kensington,

Thanks for the reply. Sorry for being a pain, I haven't done anything with phone lines before so just to be sure, I'll ask in idiot proof lingo. My eircom line comes into the house in black cable and into a little black box. When I take the lid off it, the black cable splits in two onto two contacts and the house phone lines join these and go off around the house to the various phone outlets.

So, when I get UPC, I should just disconnect the black eircom cable coming into the box, and connect my UPC cable from the router into this, hopefully splitting the cable correctly. The signal will then go around to the existing phone outlets as before? Is this correct?

Thanks


Irishdude

I am getting SKY HD today and I want to change to UPC phone and digital in the future. I'm with Smart for phone & BB now and I said I'd hold off and get SKY in first and working. I went through what I intend to do with either SKY or UPC Technical Services and they said it would be no problem, I just can't be 100% sure which one it was now... you might think that UPC would say that is was okay regardless because they want you to sign up? Maybe call SKY Technical Services and ask them too, just in case. I'll ask the SKY installer today and come back if he has an answer.

Yama

Sorry Kensington, I just read your post again, are you saying that all I have to do is disconnect the incoming Eircom line completely where it enters the house, and just plug the UPC line into any of my existing phone outlets and the signal will travel around to the remaining outlets? Is it that simple??

Aquos76

Yama wrote: »

Thanks for the reply. Sorry for being a pain, I haven't done anything with phone lines before so just to be sure, I'll ask in idiot proof lingo. My eircom line comes into the house in black cable and into a little black box. When I take the lid off it, the black cable splits in two onto two contacts and the house phone lines join these and go off around the house to the various phone outlets.

So, when I get UPC, I should just disconnect the black eircom cable coming into the box, and connect my UPC cable from the router into this, hopefully splitting the cable correctly. The signal will then go around to the existing phone outlets as before? Is this correct?

Thanks

This is exactly what I did, and all my existing points worked after that.

Tony

Sorry to dig up an old thread but I have just seen that Magnet have an official rep on Borads now called Rory (Magnet Rory) , perhaps this might help anyone having problems with magnet and multiroom etc.

dave_t

Could someone explain the process of getting multiroom to work with Digiweb metro home please? I currently have eircom and sky multiroom but want to switch to Digiweb but when I called them for information they said that their phone line doesn't work with Sky.

Thanks in advance and sorry for digging up an old thread but I haven't been able to find the information anywhere else.

Tony

If Digiweb themselves say it does not work then I'm not sure anyone else here can help.