topic Re: Sky max hub - no internet - green blinking light in Broadband

Sky max hub - no internet - green blinking light

Owais1 — Tue, 06 Aug 2024 11:18:39 GMT

Hi,

Please help as no internet since activated broadband yesterday. Sky max hub is continuously blinking green for >24 hours. Rebooted, checked connection and restarted. Nothing works.

Re: Sky max hub - no internet - green blinking light

cookiemonsteruk — Tue, 06 Aug 2024 11:21:06 GMT

@Owais1

Is it flashing green and amber or just flashing green

Re: Sky max hub - no internet - green blinking light

Owais1 — Tue, 06 Aug 2024 11:22:24 GMT

Just flashing green.

Re: Sky max hub - no internet - green blinking light

cookiemonsteruk — Tue, 06 Aug 2024 11:27:53 GMT

@Owais1

As far as i am aware that means that the router is search for a wps device to connect to. Normally that means holding down the wps button on the sky max hub to finish the connection

Re: Sky max hub - no internet - green blinking light

cookiemonsteruk — Tue, 06 Aug 2024 11:30:03 GMT

@Owais1

Also

"Your hub is resetting. It happens when you hold your WPS button for 30 seconds.

It usually takes a few minutes, but the light will stop flashing and turn white when it’s done. Don't turn your hub off while it’s doing this."

Re: Sky max hub - no internet - green blinking light

Owais1 — Tue, 06 Aug 2024 16:50:20 GMT

It didn’t work. Still blinking green slowly and no internet. Help, no internet for now about 36 hours.

Re: Sky max hub - no internet - green blinking light

Kelsingra — Wed, 07 Aug 2024 08:23:10 GMT

Hey @Owais1

Thanks for using the Sky Community.😊

I've escalated your post to our Community Messaging team and they will be in touch over the next 48 hours. Just check back here every now and again. You're looking for the chat bubble in the bottom corner of the thread.

For more information on how the service works, click here:

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky max hub - no internet - green blinking light

Lisa-P1987 — Wed, 07 Aug 2024 08:50:12 GMT

Thanks for escalating this. We’ve sent Owais1 an invite to chat.

Re: Sky max hub - no internet - green blinking light

Addie15 — Fri, 09 Aug 2024 09:13:33 GMT

Update-We are closing this invite now due to no response within 48 hours. If you still need help, let us know so we can re-escalate this for you. Thanks.

Re: Sky max hub - no internet - green blinking light

Owais1 — Fri, 09 Aug 2024 14:06:20 GMT

Still not fixed. Sky engineer has been booked to look at it. Still no internet

Re: Sky max hub - no internet - green blinking light

eching — Mon, 14 Oct 2024 16:38:33 GMT

hi. I have the same problem here. Activated. Installed. No internet connection. Flashing green light only. What's next I can do?

Re: Sky max hub - no internet - green blinking light

mk7249 — Fri, 01 Nov 2024 15:52:19 GMT

Hi, I've been having the same issue since Tuesday. Activated last Friday, worked perfectly fine for 4 days then not working. Tried everything.

Got sent a replacement hub, still flashing green and then solid red back to flashing green.

Anyone know anything about this?

Re: Sky max hub - no internet - green blinking light

mk7249 — Thu, 07 Nov 2024 21:10:20 GMT

Engineer came and couldn't fix it. He called sky and they somehow managed to fix it remotely over the phone (I wasnt there at the time).

2 days later gone back to the same flashing green light with no Internet.

Re: Sky max hub - no internet - green blinking light

Christ_protein — Thu, 21 Nov 2024 21:06:38 GMT

I have same issue tonight, no internet - TV 😞

Re: Sky max hub - no internet - green blinking light

Hopeful1 — Thu, 21 Nov 2024 21:31:10 GMT

adding my complaint here too and being a software tester and a network engineer, I think I have found the root cause of the problem.

My setup:

50Mbit FTTC--->master socket---> Sky Hub Max. (SR213-O2-UK-wht)

I started my contract with Sky on 1/11/2024, it worked fine till day 10 (and since then nothing).

Sky have sent out an Openreach engineer and - as expected - tested the line and saw some really good stats (SNR, BER,...). He connected his equipment, got a Sky specific IP. Openreach engineer then called the Sky network centre and they confirmed they could see his equipment. JOB DONE! ( have photos and video of all of this btw)

1. Plug the white Sky Max router in; goes through its boot sequence and then, solid red, meaning it does not find ADSL line. Good!

2. Plug the ADSL line in, the modem will start a sequence of finding the line, sync-ing and training that line and the LED will flash white slowly, I think)

3. Goes to a green slow pulsing light. Meaning it has found all the equipment but is now waiting to open a session (DHCP or PPP).

But such session never gets established. why? well it's very simple and complicated at the same time.

1. The modem, needs a SKy supplied IP address, in order to be recognised on the network and for data to be correctly router.

2. The firmware on the modem, disables IP v4 on the WAN side. In essence all of the infrastructure is fine, except the Sky modem is incompatible with the Sky network, because the Sky firmware repository has got a borked firmware, which is going to mame your Hub.

You might ask, why this consipiracy theory.

1. When I had my first modem go FUBAR, I called several times, for several times. Eventually I got routed to the American call centre and there they started to listen to my request to look at historical data (at that time, Sky were convinced it was the Openreach equiment that was at fault, or that I had incorrectly plugged in the modem). But when they could see sessions and traffic for 10 days (and beyond, when I was with the previous supplier), only for the data to stop at 2:39 am local time, their theory of 'User error' no longer stuck. They could also connect to the local cabinet and see the equipment to be just fine.

2. The Openreach engineer, on day 4 of my outage, confirmed this.

3. Sky send out a new router. Again, a white rectangular box, called: SR213-O2-UK-wht (day 7 of outage)

4. BEFORE plugging the ADSL line into the modem, I checked the admin pages, the firmware!!! It was different to the bricked one I already had. (now affectionately called Brick1)

5. So I plugged it in and it worked for 30 minutes. (Had great speeds btw).

6. Then it started to flash like crazy! At this point I started to video the whole thing

7. the modem restarted and now, the IP v4 was disabled and the firmware is EXACTLY the same as Brick1. (Brick1 and Brick2 are clones and live together in a Sky box waiting to be sent back)

8. I called Sky (with pretty much zero 4g coverage and loads of dropped calls), over 2 days trying to explain that they are pushing out borked firmwares, but off course, they reply with 'I am doing a line test and I can't see your modem so you go check your microfilter, sir'. I have lost my rag with Darren, for which I apologised profusely, but no matter; the agent has to follow the script. Impossible to talk to tech minded, asking for a firmware downgrade file or to push it based on equipment Serial.

9. Sky are now sending a Sky engineer to my property to - get this - check the wires aren't tangled as that can cause interference. This is going to take place on the 24th. (so 10 days of service and 14 days of zero Internet, wp Sky)

How did I test my theory?

1. Got onto ebay, bought an SR102 for £4.60

2. Plugged it in, saw it updating to the latest firmware applicable

3. I now enjoy broadband at a near perfect speed AND can setup my IP tables and Schedules of Service

Why is this happening?

TLDR: Greed!

Longer explanation: Tierification and monetisation. Sky are trying hard to write custom firmware for their modem/routers. They want to put tiers in place where you can have a basic modem service and a more advanced one. They are trying to monetise things like Port Blocking, IP filtering, site filtering, Scheduling these services. They put it under the term Parental control. You want to be able to block your kids from going onto tiktok? Pay for it. You want to block ports or an IP at a certain time of the day? PAY FOR IT!

I encourage you to post your firmware version here and to work out whether your line is good, by using https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have to work out what modem you have or works for you.

I welcome a Sky employee, ( @Lisa-P1987 or @Kelsingra perhaps?) or others for their constructive comments, or to PM with further troubleshooting; what with enduring 11 days of outage and 10 days of initial uptime

What can I do as a customer?

IF and I mean IF you have the same issue, where the supplied hardware is deffective, then

Talk to Sky, ask for another modem? Maybe

Ask for a troubleshooting by 2nd line?

Like this post?

Tag admins and employees?

Post the firmware version of your Brick(s)

Ask for your Exit fees to be lifted?

Open a complaint and ask for a reference number to be sent via email?

Stop paying the bill till you get a working modem?

I'm open to suggestions

Re: Sky max hub - no internet - green blinking light

Hopeful1 — Thu, 21 Nov 2024 21:36:02 GMT

You need to describe what colour the LED is showing and whether it is a solid light or flashing

If it is flashing, is it a slow blink or a fast strobe.

And if you can, open a web browser to the IP of the browser and post a screenshot of the firmware version

Re: Sky max hub - no internet - green blinking light

Hopeful1 — Thu, 21 Nov 2024 22:08:10 GMT

@Owais1 , @Christ_protein , @mk7249, @eching

Please post the Model number (should be visible on the outside of the modem) and post the firmware it is running (you will find this when opening an 'admin' session in a web browser that is pointed to the LAN IP of your router).

I want to check something.

Thanks in advance

Re: Sky max hub - no internet - green blinking light

Hopeful1 — Fri, 22 Nov 2024 13:18:18 GMT

@Chrisee

When you say this"I have no idea what the engineer meant but the DSLAM in the companion digital cabinet generate the VDSL signals which carry digital data from the cabinet to your home by using a series of high frequency carriers. The modem stage in the router converts those back into a digital signal and passes those to the router stage. Where there is still a POTS analogue voice service that is split in the main cabinet and goes back to the exchange over copper cables. etc"

It really matters not, I am telling you that if I plug in a SR102, I get Sky broadband connection. When the Openreach engineer tests the connection with his test modem, through my socket and down to the Sky backbone, he gets a connection. Please, take it from me, the infrastructure is there and it's working.

here is a picture which will show you the engineer's tester, I have partially blurred out the Sky IP and my unique line number.

I hope this will help you let go of the equipment side of things and instead focus on the software side of things:

You are mentioning MAP-T and NAT. AFAIK NAT is applicable to my home network. It is the router's way of funneling several consumer devices, to one single publically visible IP address, without exposing the consumer devices. Essentially, my Sky IP176.248.x.x is translated to 192.168.x.x (and a port) You are now adding MAP-T to the mix, where you seem to indicate that the translation and mapping goes a step further, by including the DHCP side of things. Interesting

The problem is simpler than that, after a firmware update on the white SR213, the modem is no longer able to obtain a public IP address.

Do you have a white Brick? If so, can you a photo showing the model number and a screenshot showing the firmware? Can you also go to the maintenance page and show your IPv4 address (albeit blurred). That would really help me understand a few things. (And just to make sure you understand what I am saying: The original firmware allowed for this Map-T to work, but after an update, no IP address can be obtained. That to me means we are dealing with a firmware issue, not a hardware/architecture issue.

You say: "Given there are many hundreds of thousands if not millions of each model of hub the fleet can be running more than one release this is entirely normal. Sky do not give details of what each release includes.". Show me. Show me numbers of how many White Hubs are out there, as s relative, as a proportion and how many of these are not in session, or have not been for 48 hours. Otherwise, I have a stat for you: these are brand new, being sent out for new customers, and there aint 6 million new customers!

You say: "One of the perks of being a forum superuser is we have access to other Sky staff including in this case a briefing by the chief network architect". please could you ask your network architect, to explain in what scenario the MAP-T would not be negotiated and "the system" would fall back on traditional IPv4. I'd love to see if this is possible with a white SR213. For sure, the SR102, simply does not support the MAP-T protocol and presto, I have a solid connection.

You say:"This is massively off topic for this thread the green flashing led on a SR213 cannot be caused by IP addressing issues it is a failure to negotiate a connection.."

Please can you point to a document which details what conditions need to be met, for the green light to slowly pulse? Can you also hypothesise why there would be a failure to negotiate a connection?

Please, upload the photos as requested above, I think it would help in us getting a common understanding of my issue and your knowledge

Thanks

Re: Sky max hub - no internet - green blinking light

Chrisee — Fri, 22 Nov 2024 15:58:14 GMT

@Hopeful1 I give up.

Re: Sky max hub - no internet - green blinking light

Hopeful1 — Fri, 22 Nov 2024 17:24:03 GMT

@Chrisee

before you give up, do you think you could give the information I need to prove or disprove my theory?

Your signature says you have a Sky SR213(white Wifi Max hub), could you dump info on your firmware?