topic Re: Connected but no internet in Broadband

Connected but no internet

Smithy1972 — Thu, 29 Aug 2024 04:59:05 GMT

Have been without wifi/Internet access now for over 24 hours and I work from home so this is an absolute nightmare! Hotspotting from my mobile data at the moment.

Have done all of the remedy work such as restarting router, unplugging, resetting etc etc but cannot get any device to connect. I don't have enough technical knowledge to understand the router data.

Sky diagnostics say everything is fine but it obviously isn't. I can't spend all day sat on the phone waiting for an answer and there doesn't seem to be any live chat available now nor an email address. Everything sends me to the forum. 3 green lights are on, on the front of the router.

Any ideas what could be the issue and how I can fix it?

Re: Connected but no internet

Highlinder — Thu, 29 Aug 2024 06:41:22 GMT

@Smithy1972 Could you please run the latter part of the directions below to see if there is a fault found on your broadband connection. If nothing is found the forum can escalate this to Sky for you,

Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

Re: Connected but no internet

Chrisee — Thu, 29 Aug 2024 06:42:24 GMT

@Smithy1972 if the lights on the hub are green the hub is connected to the cabinet and the issue is likely to be with the Sky server. The recommended solution is to power down the hub for an hour which should get you connected to another node. Alternatively you can log onto the hub's web interface and use the disconnect option linked at the bottom right on the main maintenance page which should achievecthe same thing..

Sky do fix these servers but as they are in remote sites it takes a while.

Re: Connected but no internet

Smithy1972 — Thu, 29 Aug 2024 07:24:35 GMT

I have ran all of the tests and it says broadband is fine, wifi is fine but can't connect to the hub. There are zero devices connected.

I reran again and got exactly the same response.

Re: Connected but no internet

Smithy1972 — Thu, 29 Aug 2024 07:26:16 GMT

Thanks @Chrisee - will give this a go and see if it clears the error 🤞

Re: Connected but no internet

Smithy1972 — Thu, 29 Aug 2024 07:39:02 GMT

Have tried to connect to the hub but it keeps timing out....

Re: Connected but no internet

Smithy1972 — Thu, 29 Aug 2024 10:28:24 GMT

@Chrisee @Highlinder

DIconnecting and unplugged for over an hour and it still won't connect. All diagnostics tell me everything is OK but it obviously isn't.

Any other ideas of what I can do and how do I get someone from Sky to actually take notice? It looks like there are a lot of other customers also having the same issue (UK wide)

Re: Connected but no internet

Highlinder — Thu, 29 Aug 2024 10:51:01 GMT

@Smithy1972 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

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

Re: Connected but no internet

Chrisee — Thu, 29 Aug 2024 11:00:32 GMT

@Smithy1972 with getting on for 6 million broadband customers the number of reports of this fault is steady but is actually apparently a very small % not that is any help if you are in that group this isnt a new issue it has been around for years. Sky are aware of the issue which is normally caused by a fault in the radius server that manages the connection and routes traffic to different points in Sky's network like DNS requests, voice traffic etc. These units are physically located in remote points-of-presence so cannot be fixed in a few minutes. The vast majority of these units function perfectly so dont need replacing again that is no consolation if the port you connect to isnt working

At a recent meeting a group of superusers we had an opportunity to talk to one of Sky's senior network architects who accepted this is a continueing issue. He could not offer a solution beyond the delayed reboot although in some cases it is possible to restore data flow by using a device set to use a public DNS such as Goolgle's at 8.8.8.8 or 8.8.4.4.

Re: Connected but no internet

Lisa-P1987 — Thu, 29 Aug 2024 11:04:33 GMT

Thanks for escalating this. We’ve sent Smithy1972 an invite to chat.

Re: Connected but no internet

Auntymable — Sun, 27 Oct 2024 13:43:22 GMT

Had a problem recently ( 14 Oct and spent an hour with sky trying to sort - all was good until today 27 Oct when I have broadband connection but no connection to internet . My contract is up in December - can't believe all these issues - please help !

Re: Connected but no internet

Ragavendiran — Sun, 03 Nov 2024 11:39:33 GMT

I have the same problem. Connected to WiFi but no Internet. I tried everything but still same problem. How do I reach the customer service?

Re: Connected but no internet

Aime1 — Wed, 06 Nov 2024 19:13:45 GMT

Please help, same issue, tried everything and no luck, I need internet back, tomorrow I have to be online

Re: Connected but no internet

Aime1 — Wed, 06 Nov 2024 19:38:55 GMT

@Highlinder

help please 🙏

Re: Connected but no internet

Noramarytheresa — Mon, 09 Dec 2024 14:58:31 GMT

I'm having problems signing in. Can I please speak to someone

Re: Connected but no internet

KimberleyLB — Sun, 15 Dec 2024 07:35:13 GMT

Hi, was there a fix on this or did it resolve itself? Having similar issues. Never had any internet issues in this house. Moved to sky just over a month ago and now been without internet twice Was without internet all day Tuesday (seemed to rectify itself in the afternoon) today woke up and again no internet. Green light, restarted everything several times but no connection. App seems to think it went down at 2am.

any help from sky would be much appreciated!

thanks

Re: Connected but no internet

MD2025 — Sun, 12 Jan 2025 15:28:19 GMT

Same issue. Is there a fix or do I need to phone sky again. I phoned them twice, walked through a router restart but still no resolution. We're down a week now, very frustrating especially when I can work from home but obviously not this week with no Internet.

Re: Connected but no internet

theig — Thu, 30 Jan 2025 01:14:23 GMT

Same issue here, see post on the "Unable to raise SIP ALG/MAP-T Issues" thread.

Sky is doing the usual "Blame the user" rather than fixing the problem. If only I could get out of the contract without punitive cancelation charges, I would. Sky broadband is effectively unusable for several hours every day.

Re: Connected but no internet

Dawid_B — Mon, 03 Mar 2025 19:01:23 GMT

Same issue here, second week now, no contact from sky, its me constantly calling to do the same resets ect ect Im just tired of it ...

Re: Connected but no internet

theig — Tue, 04 Mar 2025 18:48:37 GMT

@Dawid_B

Dear David and other experiencing these problems,

I've just spent the afternoon on the phone to someone in Sky customer service and then one of their technical people. In summary, this is what they say is causing all the problems I continue to experience:

(1) It is unreasonable of Sky customers to expect Sky's services to work with anything other than Sky provided equipment.

(2) I should expect wireless connected devices using out of the box DHCP to lose internet access randomly and if these don't use out of the box settings then I should expect the devices not to work.

(3) I should not expect the SkyMax hub to work over ethernet cables more than 3 (yes three) m long even when the wiring has worked without issue with other providers' equipment for over 10 years.

(4) It is unreasonable to expect Sky's hardware to work if network switches and other devices are present.

(5) I should buy Sky's wireless boosters if the signal doesn't reach a device - the signal in my experience is barely usable in the next room with the door open, never mind upstairs or in the basement immediately below the SkyMax - so I'm not sure how a wirelessly connected booster is going to work: one in every room perhaps?

(6) The SkyMax hub is designed to NOT work with anyone else's VOIP phone systems.

This all felt like the engineer was simply reading of a script of excuses designed to blame the customer for having unrealistic expectations.

Fortunately there is a solution. I have just received a letter from Sky informing me of a price increase and offering cancellation without penalty if I am unhappy with the price increase. As you will have guessed, I have taken them up on this offer and gone back to my previous provider whose hub exhibited none of the issues I have experienced with Sky's.