topic Re: Hi internet problems in Broadband

Hi internet problems

RiteshAggarwal — Mon, 22 Sep 2025 10:14:07 GMT

The internet light on the router is not working and the voice light is orange

Re: Hi internet problems

Daniel0210 — Mon, 22 Sep 2025 10:33:11 GMT

@RiteshAggarwal
Use this link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households. (It doesn’t necessarily disclose a problem instantly and it takes a little while to update so perhaps try again an hour later).

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won't receive additional or quicker support.

Re: Hi internet problems

Ginchy — Mon, 22 Sep 2025 10:50:43 GMT

I have been having problems all morning the same as you router lights are green orange green orang instead of 4 greens.

When I try to dign in to get broadband help this is what I get

None of the links posted to your reply are working.

Now at this moment the internet is working but Alexa isn't it keeps saying I need to reregister it on the alexa app but I cannot use the alexa app as I have a windows phone and there has never in all these years (about 7) been a need to do this so I doubt it's telling me the truth.

I am in the G82 area can anyone from SKY check if there are any problems because there IS indeed a shut down to repair a gas mains on Glasgow Road, Dumbarton which started a week ago which "might" have something to do with it.

Live chat is also unavailable so I feel very frutrated indeed that I can do nothing.

Re: Hi internet problems

Daniel0210 — Mon, 22 Sep 2025 11:20:09 GMT

@Ginchy wrote:

None of the links posted to your reply are working.

@Ginchy

All three links are working for me.

Re: Hi internet problems

Ginchy — Mon, 22 Sep 2025 12:09:02 GMT

I didn't explain correctly they do take you to a page but they all terminate in this......

and that's despite the fact they show my actual address before I get to the above page and that's it I can go no further.

Re: Hi internet problems

Sugarplumkid — Mon, 22 Sep 2025 12:53:52 GMT

Duh....I was using an old account!!!

Ok now that I am recognized as a sky memeber I have run the broadband checker but it only uses data from the past 9 minutes what use is that lol

So of course it says everything is running great but it's been nothing but trouble all morning with disconnects galore so then I thought about the router log but this is all it says

Any sky engineers out there can decipher this and tell me if it shows disconnects from the internet it's a hard wired connection I use for both the net and alexa nothing is wireless.

Re: Hi internet problems

Sugarplumkid — Mon, 22 Sep 2025 13:03:13 GMT

It has nothing to do with my pc either because it wasn't on. I got out of bed and told Alexa to switch on the fire which is plugged into a wifi plug socket and it didn't respond. I then turned on the pc and there was no internet.

The net and fire both woirked 5 minutes later then later the alexa until stopped working and the net was going on and off and at one moment the sky site did not respond but bbc and youtube etc were fine.

The router was reset on one occasion and the lights left to right were

Green

Orange

Green

Orange

Instead of 4 greens

Alexa now had a red circle spinning and said "cannot connect to a public wifi signal" and when reset by turning power off and on worked perfect and has been ever since (this all happened before noon)

When I joined sky a few moths back I was sent a router which was obviously 2nd hand as it was covered in brown dirt maybe they sent me a faulty one?

Re: Hi internet problems

Sugarplumkid — Mon, 22 Sep 2025 13:03:59 GMT

I am Ginchy and Sugarplumkid BTW

Re: Hi internet problems

JimM1 — Mon, 22 Sep 2025 13:15:20 GMT

@Sugarplumkid Checked logs look fine nothing to worry about there, orange lights Internet/voice then connection dropped, but not logged as such yet, maybe it will log them when the hub reconnects to the BB Service!

Re: Hi internet problems

Sugarplumkid — Mon, 22 Sep 2025 13:13:49 GMT

Thanks Jim I did run that before and it shows/ed perfect the thing with the lights only lasted 5 mins or so.

I don't think it's connected.

Been looking at the log again it does indeed appear to show the disconnects with the IPV UP bits I think those a re disconnects.

Re: Hi internet problems

JimM1 — Mon, 22 Sep 2025 13:23:44 GMT

@Sugarplumkid As before your hub logs are not displaying any issues, the IPV6 is only confirming that you have obtained the address from sky, but you have to trust the lights, as for the log who knows what it is doing, you can see the Port link up/down when you connect your PC if it is indeed wired to the hub!

Not surprised at the 2nd hand sky hub, got the same on return March 2025, but did not care as was only going to be one for a few months for checking, no longer connected at all with the SR203!

Re: Hi internet problems

Sugarplumkid — Mon, 22 Sep 2025 15:43:53 GMT

I know years ago there was "somewhere" you could look and see disconnect/reconnect logs do you know where this info is stored in the routers settings?

Or do you know of a way to contact sky to ask them why I keep getting these disconnects do I just have to phone and frin and bear it with a queue lol

I used to be with sky befor eand never ever were there any drops it's only since I joined again 3-4 months ago it's nerver been right and my upload speeds keep alterbating too one minute I am getting 5/600k a second next I am getting almost 2 megabte a second

My guarenteed speed is somerhing like 1.64mb a second

Re: Hi internet problems

JimM1 — Mon, 22 Sep 2025 15:55:40 GMT

@Sugarplumkid You are looking at them, there is only that one log file nothing else! I know the SR203 is fine, just had mine out the other day checking for an OP trying to get the wan port up and working correct, so the logs where showing fine as i ethernet connected to test all the lan ports, only difference is that the hub is one back on the revision of FW from what you have reported you are for sure on the latest!

You are 7.04.0204.R were i am on 7.04.0100.R but not connected to update the hub for me!

Post up your hub stat's just like you see in the link below, give the fields a minute to fill in before you capture them.

How to read your Sky Hub statistics

Re: Hi internet problems

JimM1 — Mon, 22 Sep 2025 16:12:01 GMT

@Sugarplumkid Now you have the account side al sorted and you can connect, the service checker will show you your last 30 day's connection that sky see's for there daily check, that is the entry for the TR69's and the time that they occur on the hub you posted earlier!

Log only contains about 24hr period before it starts to over write, but wan outages just may not be logged in the log file! To check if they are it's a disconnect from your connection that i will see when you post your router stat's up, if you then go and look at the log, may say something like wan0 disconnected, would have to go look but all my old files are on another laptop!

Re: Hi internet problems

Sugarplumkid — Mon, 22 Sep 2025 16:13:05 GMT

Thanks Jim is this correct?

Re: Hi internet problems

JimM1 — Mon, 22 Sep 2025 16:14:42 GMT

@Sugarplumkid As soon as it is cleared for viewing will take a look, everything has to be approved so just not instant to see!

Re: Hi internet problems

Sugarplumkid — Mon, 22 Sep 2025 16:56:10 GMT

Jim

>>>>>the service checker will show you your last 30 day's connection<<<<

I dont see that where do you find the 30 day log it just tests my speed etc but there is no 30 day thing?

What do you mean by "cleared for viewing"?

Re: Hi internet problems

Sugarplumkid — Mon, 22 Sep 2025 16:57:26 GMT

Thanks for the help Jim it's appreciated.

Re: Hi internet problems

JimM1 — Mon, 22 Sep 2025 18:12:43 GMT

@Sugarplumkid Stat's look good, nothing to worry about there, service checker, click on the Broadband > and your 30 day history will pop up to show you like a series off bars!. This picture below when it clears will give you an idea what it looks like.

Idea of the history to look at