Amber power light on broadband box

[Dee461]

On about 4 different occasions this week the power light on my broadband box has been amber meaning I've had no WiFi at hours a time. We think we've fixed it just to lose connection again. When I do the online test to check broadband and devices it says everything is fine so I really don't understand what's happening. 

[Chrisee]

@Dee461 this link explains what the colour of the LEDs mean on Sky hubs https://www.sky.com/help/articles/hub-lights-explained-start

Check it is actually the power led that is amber which indicates that the hub is stuck in update mode rather than the internet light which indicates a line issue as the action required is different.

[Dee461]

@Chrisee I just double checked and you're right, it is the Internet light which is amber

[Chrisee]

@Dee461 if tge My Sky app connection test doesnt tell you there is a known fault call Sky and report the issue so they can get Openreach to check your line.

[rick+fowler]

PLEASE DONT DELTE THIS REPLY LIKE YOU HAVE BEEN. It is of good advice from uk IT tech team.

i like to chip in here we have not had internet for 7 days, so much messing around and spending days trying todo tests after tests to no success, new routers and cables. we finally had engineers out and open reach is not the issue here.

What the issue is the servers at there data centre has issue with voip. It kicks the internet off. if you notice the voip will try to boot first which it shouldnt do it should be power broadband wifi the voip.

This is a known fact that's been ongoing for a long time. I  got the information from talking with the sky tech team in uk. Notes are on system to relate to this,  So before anyone says otherwise it's the truth. They are working on fixing this. Not fast enough I know but why should we be doing tests after test when it's a known sky issue. 
it wastes every one's time and getting past the India call centre to uk is a nightmare also. Once ya in uk centre you get the answer we got. Shouldn't be like this really. They don't really help at all.

[Highlinder]

@rick+fowler  Posts are not deleted, they are grabbed by the spam filter and then can be checked if they are okay are put back for everyone to see.

[Dee461]

Thanks for the replies, I phoned them and they are sending an engineer out tomorrow, the connection test I did online went to everything is OK to their is a fault in my area (which their isn't as I checked down detector) took wires, plugs out and put back in all morning to no avail, I went out and tried it all again, at first it didn't work then suddenly all green lights. So there is definitely a fault there somewhere, I'm just hoping when the engineer comes tomorrow he doesn't just turn round and say well it's working so nothing I can do' as clearly there is a problem as this has been happening on and off all week and seems only seems to be getting worse.

[rick+fowler]

He do his test ours got to stage 3 on there end first time his gone that stage.sadly it's not open reach issue. It's servers at sky data centre. The voip kills the internet and sky are aware of this issue and apparently working on solving it. How long that will be who knows but we so far gone 7 days with no internet or phone. You need to ring sky and ask it to be escalated immediately and you will get through to sky uk. They will then confirm what I've said above.

[Chrisee]

@rick+fowler you cannot assume all faults have the same cause. Your fault maybe down to a faulty radius server but that doesn't mean all faults  are the same.In the current very wet weather line faults are quite common.

The reason why forum regulars ask questions about hub leds is because these help disgnose faults. An amber internet light means the hub has lost connection to the line which generally is a line fault. Where there is a fault with Sky's servers the internet light will be green as the hub is connected to the exchange but no data flows. 

[Dee461]

So it seems to be around midnight the WiFi goes and the light is amber as it happened again last night. Luckily I didn't have to do much prodding around as it sorted itself out by the time I woke up. I'll see what the engineer has to say when he comes this afternoon but there is definitely a fault somewhere.