topic Re: No internet even though tests ok in Broadband

No internet even though tests ok

RI469 — Sat, 22 Jun 2024 11:25:58 GMT

Hello, currently with no internet. Lights on the modem look as per picture. (power light green, internet light

off, wifi green, voice orange). Looking at the connection in Settings on my phone, it says my connection has dropped and talks me through the steps to reconnect (unplug and plug in the cables, restart modem). I have done all this 3 times now.

Turning on the TV, I get 'no internet connection'.

I have performed the tests from my account and everything comes back as fine, all green ticks, no problems.

This came about quite suddenly, it was all fine earlier this morning.

... help please? 🙂

Re: No internet even though tests ok

Nellybelly2010 — Sat, 22 Jun 2024 11:52:54 GMT

Came on to ask about EXACT same thing!

Re: No internet even though tests ok

Jen69 — Sat, 22 Jun 2024 12:14:37 GMT

Same here

Re: No internet even though tests ok

caz..... — Sat, 22 Jun 2024 13:05:19 GMT

I have something from the fibre link onwards. Everything in house looks fine. Router shows no traffic on wan link ?

Re: No internet even though tests ok

mae-3 — Sat, 22 Jun 2024 13:07:55 GMT

@RI469

When the internet fails you may be in the wrong internet zone, changing the internet zone is easy just leave the router off for an extended time, usually about an hour, or disconnect and reconnect via the interface in the router or Sky App depending on whether using Sky's older routers or Sky Max respectfully.

Re: No internet even though tests ok

RI469 — Sat, 22 Jun 2024 13:10:57 GMT

I’ve finally managed to find a phone number, went through the whole song and dance with the person, turns out there's an issue with the copper cables outside my home somewhere that will be looked at Monday onwards.😩

Re: No internet even though tests ok

mae-3 — Sat, 22 Jun 2024 13:14:16 GMT

@RI469

That's a good response from Sky hopefully the fault will be fixed on Monday without further issues. 😀

Re: No internet even though tests ok

caz..... — Sat, 22 Jun 2024 13:18:09 GMT

Who did you get fastest response from? Need to ring them later havent time yet. Had problems with them connecting fibre to the pole outside before it's as if someone has changed the configuration this morning or faulty hardware. Cannot do any more checks my side.

Re: No internet even though tests ok

mae-3 — Sat, 22 Jun 2024 13:21:46 GMT

@caz.....

If the fibre has been damaged at the pole then it will need an engineer assigned from Openreach, only the provider Sky can arrange the appointment try phoning Sky on 150 for an appointment from your home phone or via the 0330 number that you'll need to search from on the Sky site.

Re: No internet even though tests ok

caz..... — Sat, 22 Jun 2024 15:54:11 GMT

Well when they set up the new fibre link the lad who done it (some contractor kelly comms think it was) wanted to use a nearer pole than my existing copper phone link. Then took open reach few weeks to configure the kit on the pole to talk to me. Not sure it's anything todo with that but similar symptoms. Whether it's hardware issues with their kit or a configuration change today I wouldn't know. When I've run networks (lans) I'd have alerts setup to complain about kit going down but who knows what's happened here. On voIP too so lucky got a mobile!

Re: No internet even though tests ok

caz..... — Sat, 22 Jun 2024 17:00:31 GMT

Came back up recently. Have no feedback to go on