topic Re: No broadband connection in Broadband

No broadband connection

Leigh35 — Sat, 18 Jan 2025 14:06:25 GMT

No broadband connection; tried the service checker (no problems in my area) and line checker multiple times over 2 days; line checker says the following:

We're having some problems and our tests are unavailable at the moment.

Try again later so we can test your connection.

The router has only 2 green LEDs lit; the "Internet" LED remains off; the landline (phone) works OK.

The router log:

syslog: [ 7.638000] eth0 (Int switch port: 3) (Logical Port: 3) Link DOWN.
syslog: [ 10.707000] eth0 (Int switch port: 3) (Logical Port: 3) Link UP 1000 mbps full duplex
syslog: [ 47.679000] eth0 (Int switch port: 3) (Logical Port: 3) Link DOWN.
syslog: [ 51.710000] eth0 (Int switch port: 3) (Logical Port: 3) Link UP 1000 mbps full duplex
syslog: sky dhcpc client (v0.0.1) started
syslog: [ 66.842000] eth0 (Int switch port: 3) (Logical Port: 3) Link DOWN.
syslog: sky dhcpc client (v0.0.1) started
syslog: [ 68.889000] eth0 (Int switch port: 3) (Logical Port: 3) Link UP 1000 mbps full duplex
syslog: [ 182.520000] Line 0: ADSL G.992 started
syslog: [ 184.531000] Line 0: ADSL link down

Re: No broadband connection

cookiemonsteruk — Sat, 18 Jan 2025 14:11:21 GMT

@Leigh35

Could you post your router stats

https://helpforum.sky.com/t5/Broadband-Talk/How-to-read-your-Sky-Hub-statistics/ba-p/3645346

Re: No broadband connection

Leigh35 — Sat, 18 Jan 2025 14:22:19 GMT

Re: No broadband connection

cookiemonsteruk — Sat, 18 Jan 2025 14:32:14 GMT

@Leigh35

Ok looks like you are on an old adsl connection which isn't working. What speed do you normally get

Could you enter your full address below snd post the table and notes after removing your address from the image

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

Re: No broadband connection

Leigh35 — Sat, 18 Jan 2025 14:34:04 GMT

Usually get about 57 Mb/s.

Re: No broadband connection

cookiemonsteruk — Sat, 18 Jan 2025 14:39:50 GMT

@Leigh35

My bad. Syslog was reporting adsl due to no connection

Give sky a call to sort your line out or you should be able to upgrade to fttp full fibre

Contact sky as below

Follow the link and choose need more help

https://www.sky.com/help/home/

If in the Republic of Ireland go to the bottom of the page and change the flag to Republic of Ireland

Re: No broadband connection

Leigh35 — Sat, 18 Jan 2025 14:43:53 GMT

I cannot upgrade to full fibre as there is no line-of-sight telegraph pole to my address and I can't have my driveway dug up.

Re: No broadband connection

Leigh35 — Sat, 18 Jan 2025 14:48:31 GMT

Clicking that link does not provide a phone number to call, it only takes me to the service checker and line tester that I have already tried.

Re: No broadband connection

cookiemonsteruk — Sat, 18 Jan 2025 14:49:30 GMT

@Leigh35

If you wish we can escalate this to sky to save you the hassle

Re: No broadband connection

Hello,+I+do+not+s — Sat, 18 Jan 2025 14:50:36 GMT

Don't working broadband

Re: No broadband connection

Leigh35 — Sat, 18 Jan 2025 14:50:44 GMT

Yes it needs escalating to Sky.

Re: No broadband connection

cookiemonsteruk — Sat, 18 Jan 2025 14:51:24 GMT

@Leigh35

@Leigh35 wrote:

Clicking that link does not provide a phone number to call, it only takes me to the service checker and line tester that I have already tried.

I just realised that hence if you want we can escalate

Re: No broadband connection

Leigh35 — Sat, 18 Jan 2025 14:52:11 GMT

Yes it needs escalating.

Re: No broadband connection

cookiemonsteruk — Sat, 18 Jan 2025 14:55:57 GMT

@Leigh35

Keep an eye on the forum using a chrome browser

I've escalated your post via the community chat. This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or red and blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Re: No broadband connection

Leigh35 — Sat, 18 Jan 2025 22:48:25 GMT

Nothing. Is there a phone number of e-mail address I can use to contact Sky Broadband technical support? If there isn't then there should be.

Re: No broadband connection

Leigh35 — Sun, 19 Jan 2025 13:01:59 GMT

Still nothing. What kind of customer service is this?

Re: No broadband connection

Tom-W19 — Mon, 20 Jan 2025 09:28:43 GMT

Thanks for escalating. We've sent an invite to @Leigh35.

Re: No broadband connection

Leigh35 — Wed, 22 Jan 2025 18:19:51 GMT

My broadband issue appears to have resolved itself.

Re: No broadband connection

Istvan — Mon, 27 Jan 2025 12:51:44 GMT

I need new sky max hub

the one that I have is not working

Re: No broadband connection

Rachel28 — Tue, 18 Feb 2025 10:26:27 GMT

I have had no broadband since this morning I have done the usual take plug out of socket for a few minutes and still has orange lights