topic Re: Business boadband down in Broadband

Business boadband down

Frustratedwiths — Sun, 14 Sep 2025 07:48:00 GMT

My broadband router VDSL connection is up, but my router has no IP address and so I have no Internet or voice.

Broadband checker says all good (so it seems to be only checking VDSL connection and not the IP connection), then it takes me to the Community for answers.

Clearly there is a problem with the Sky Broadband Checker, and also with Sky Customer Service for not giving me the right link to resolve the problem.

All I can do is switch the router off and on again and wait for Sky to sort their service out.

Re: Business boadband down

Chrisee — Sun, 14 Sep 2025 08:01:20 GMT

@Frustratedwiths ifyou have a Sky business service call their dedicated service line to report the fault. All normal Sky broadband services are sold for domestic use so if you are using that for business that is your affair but it gives you no priority. Powering down the hub for a few minutes may resolve the issue which appears to be at the Sky server end if it is not assigning a public IP address. If that doesn't wprk call Sky as this is an odd issue

Re: Business boadband down

Frustratedwiths — Sun, 14 Sep 2025 09:30:59 GMT

Sky phone numbers are very difficult to find. Looking up contacts lead you an AI that refuses to give you a contact number and forces you to the broadband checker where it claims all is good.

Only when you have done this through the AI and click unresolved after it's test does it then try to establish an IP connection to the hub to interrogate the hub. The fact that the connection was not up is not reported. The connection attempt resolves the issue so I could ignore whatever messages I get next.

The broadband checker is not checking the data path, and the current status of the data path is not checked at the next stage, which only seems to be invoked through the AI

Re: Business boadband down

Frustratedwiths — Sun, 14 Sep 2025 09:38:03 GMT

I suspect that there is a timeout on the connection, that does not reset properly, because this also happened earlier in the year

Re: Business boadband down

Doc5907 — Sun, 14 Sep 2025 10:32:58 GMT

@Frustratedwiths wrote:
Sky phone numbers are very difficult to find. Looking up contacts lead you an AI that refuses to give you a contact number and forces you to the broadband checker where it claims all is good.
Only when you have done this through the AI and click unresolved after it's test does it then try to establish an IP connection to the hub to interrogate the hub. The fact that the connection was not up is not reported. The connection attempt resolves the issue so I could ignore whatever messages I get next.
The broadband checker is not checking the data path, and the current status of the data path is not checked at the next stage, which only seems to be invoked through the AI