Planned Upgrade from Skype

Last Updated: 28 June 2025

Early July

Konnekt will upgrade to our new, improved video-calling platform in early July. We will send easy instructions to existing customers who use video calling during the week commencing 30th June.

Meanwhile, to make or receive video calls with Videophone, please continue to use Microsoft Teams.

Jump to Troubleshooting for Microsoft Teams. 

What You Need To Do

  1. Konnekt updated 98% of Videophones during the first week of May.
    If your Videophone has been off overnight: Please ensure your Videophone remains online overnight. Konnekt will update the Videophone software remotely overnight, without the need for any user action. After the update, all current settings will remain the same.
  2. For Videophone contacts (such as family and friends) who currently use Skype (on a Smartphone, iPad/tablet or computer) to video-call Videophone, please:
    1. In Skype, within your Skype profile, find and copy your Skype Name. Newer Skype Names look like this: live:.cid.1234567890abcde. If you’ve already moved from Skype, keep reading.
    2. Install Microsoft Teams on your Smartphone, iPad/tablet or computer. You can find it in the App Store for iOS, Google Play for Android, or Microsoft Teams website for download on PC.
      Watch how on YouTube.
    3. Sign in to Microsoft Teams using your existing Skype credentials. We strongly suggest to sign in using your Skype Name (to avoid the risk of entering the wrong email address or phone number). We suggest not to synchronize your phone contacts. Allow the app to access the camera, microphone, network, notifications and other permissions.
    4. If login fails, or if you do not see your Skype contacts, you may have signed in to Teams using the wrong email address or phone number. We suggest to sign in using your Skype Name, or try one of your other email addresses or phone numbers.
      If you have forgotten your Skype password, visit: account.microsoft.com
    5. Use Microsoft Teams to video-call Videophone. If successful: Uninstall Skype and restart.

Note: For those who use captioning, this feature will continue to work.

Please notify any Videophone contacts who currently use Skype.

Important note for smartphone users

When using the Microsoft Teams app on your smartphone, it is no longer possible to answer a call with video immediately. There is no longer an “Accept with Video” option or automatic switch to the Teams app — this step is now manual. Here’s what to do:

  1. Tap Accept at the top of the screen when the call comes in.
  2. After answering, wait 5 seconds, then tap the circled camera icon to turn on your video.

Already have Teams account(s)?

Good news: Teams on Android and iPhone supports multiple accounts.

  1. Open Teams on your smartphone
  2. Tap your profile icon (top left)
  3. Tap Add account (bottom of screen)
  4. Sign in with your existing Skype Name (see instructions above)

Using a Teams Business (Work/School) account?

Unfortunately, Microsoft Teams Business accounts (work/school/enterprise) cannot receive calls from Videophones. Also, many organisations restrict incoming video calls.

Already using a Teams Personal (Free) account?

You can use a different or new Teams Personal account but you must contact Konnekt. We’ll configure your Videophone to work with your Teams Personal account.

Common issues with Teams

1. Cannot see my contacts in Teams

In Teams, if you do not see your Skype contacts (including the Videophone user), or you see a different set of contacts, then you have likely signed in using a different Microsoft account.

Simply tap your profile/initials icon (top left), then tap on your name. You should see either a Skype Name or an email address. Give this information to Konnekt to connect you to your Videophone.

If the email address is a corporate email address, then you have likely signed in to a Teams business account. Videophone cannot call a Teams business account.

2. Teams has trouble to make or receive calls

Make sure the required permissions are set using the following steps:

iPhone:
Go to Settings, Apps, then Teams. Ensure that you have at least these permissions on: Microphone, Notifications, Camera (if present), and Allow Internet access (or Cellular Data).

Without the last setting, you may not be notified of incoming calls.

Android:
Go to Settings, Apps, Teams, then Permissions. Ensure that you have at least Camera, Microphone and Notifications allowed.

Finally: Restart your phone, regardless of whether you made changes.

3. The video call and phone call icons are greyed out

During Teams installation, you likely granted permission to synchronize your device contacts. You are likely trying to call the Videophone user’s landline or previous phone number rather than the Videophone Teams contact.

Search for a Teams contact with a similar name. If you cannot find it, then see the above item “cannot see my contacts in Teams”.

You may wish to un-synchronize your device’s contacts from Teams: Tap your profile/initials icon at top left, select Settings, select People, then disable “Sync my device contacts.”

4. Landscape mode works incorrectly on many iPhones

In Teams for iOS: If you rotate your iPhone to horizontal, the other person will see you correctly but the view on your iPhone is sideways. Microsoft is aware of this issue.

For now, please hold your iPhone vertically (in portrait mode).

5. Other problems

If you still have the Skype app installed: Uninstall Skype and restart your device.

Otherwise: Sign out of Teams and sign in again. Restart your device. This may help if you have had multiple Microsoft accounts.

 

Contact Konnekt if you need help with Microsoft Teams.

Best wishes,
Team Konnekt

Menu