topic Re: Modem status 'disconnected' in Broadband

Modem status 'disconnected'

Jay587 — Wed, 29 May 2024 10:52:04 GMT

Since yesterday my internet has been down. Originally the Sky Hub's Voice was showing Yellow and the internet light flashed yellow intermittently. I have tried restarted the router, unplugging and plugging back in all cables as well as completely resetting my router. Having logged on to 192.168.0.1. I can see that the modem status is 'disconnected'.

After resetting the sky hub with the button at the back of the device the internet and voice lights are both off completely. For some reason Service Checker | Sky.com doesn't work for me as it just tells me 'Your Broadband isn't with us', which is obviously not the case.

Anyone know what might be causing this issue? I work from home so this is completely unacceptable and having spoken to Sky on the phone they've told me to wait until Tuesday, which again is not acceptable.

Re: Modem status 'disconnected'

TimmyBGood — Wed, 29 May 2024 11:36:18 GMT

@Jay587 wrote:

Anyone know what might be causing this issue? I work from home so this is completely unacceptable and having spoken to Sky on the phone they've told me to wait until Tuesday, which again is not acceptable.

Presumably an external issue. Unfortunately, as you've discovered, working from home doesn't bring any additional support level for a domestic broadband service. The Openreach target time to fix would be Friday rather than Tuesday though, so that's rather odd.

Re: Modem status 'disconnected'

Jay587 — Wed, 29 May 2024 11:54:11 GMT

Do Sky have any control over how quickly someone is sent out? All support would tell me is Tuesday is the earliest they can do.

Re: Modem status 'disconnected'

TimmyBGood — Wed, 29 May 2024 11:58:27 GMT

@Jay587 wrote:

Do Sky have any control over how quickly someone is sent out?

Sky and other ISPs don't have any control over Openreach, although Openreach should be working to meet its own declared targets.

It may be worth clarifying with Sky if the booking is actually for Openreach attendance or a Sky 'engineer' though.

Re: Modem status 'disconnected'

Jay587 — Wed, 29 May 2024 12:01:21 GMT

The email says 'Sky engineer' although I assume this might just be generic? If it is a Sky tech and not Openreach would you recommend I try to get them to send the latter out?

Re: Modem status 'disconnected'

TimmyBGood — Wed, 29 May 2024 12:09:17 GMT

@Jay587

That probably means Sky personnel, which would typically have lower availability and consequently a longer wait. You could try getting them to assign Openreach, although I don't know if the 'Your Broadband isn't with us' message is a block to that.

Re: Modem status 'disconnected'

Jay587 — Wed, 29 May 2024 12:08:31 GMT

Will give it a go, thanks mate