Broadband connection says connected, but not able to reach any external networks

[codesmith]

After rebooting my Sky Broadband router, I've been unable to connect to the Internet.

The router status says that its connected and has an IP address. However when I'm connected to the router (tried both Wifi and ethernet), I cannot load any websites/apps etc.

Furthermore, I can't even ping 8.8.8.8 (well known public DNS server).

I have even tried pinging that IP address from the diagnostics page on the router itself. That results in a failure (100% packet loss).

When I try Sky's automated broadband service checker (https://www.sky.com/mybroadband) it first identifies that there's a problem with my connection. Then after going through a few screens and doing literally nothing to my Sky router - it does another check and says the problem is now fixed 😖

So I'm unsure what to do next. Any advice from anybody? I've attached my router stats below.

Thanks in advance

David

[jamesn123]

Hi @codesmith 

First thing to do would be to reset the router completely. To do this you need to hold the reset button on the back of the router for a minimum of 20 seconds

[codesmith]

Thanks for the reply James. 

I've done a reset of the router already, disconnected all other devices from it and the network. 

I've been on the phone to Sky's support for a good 90 minutes this morning. They see a good connection test from their end, yet outgoing traffic from the router is not being routed to the internet for some reason. The chap I was speaking to couldn't progress with it any further so has referred it to the NOC (i think a national operations centre) where they will look into it further. 

[jamesn123]

@codesmith 

Hopefully they've escalated it to the network team for you. Let us know how you get on

[kirkhams]

Hi, did u resolve this? I'm getting same issue