Can't connect to any FTP servers

[sambosami24]

Since I switched to Sky Broadband I'm unable to connect to any FTP servers. Have tried multiple FTP servers with multiple FTP clients. I'm on a Macbook, OS X Sonoma 14.5, with firewall disabled and no antivirus app installed.

When I try to connect, it tries for a few minutes and then times out, "Could not connect to server". On rare occasions that a connection has gone through after several minutes, it then takes several minutes each time I open a folder or transfer a file. When I tether to my phone 5G on the same machine it connects fine, but obviously not sustainable for large file transfers. That's why I have broadband 🙂

Any ideas?

Thanks!

[Tom-W19]

Hi @sambosami24 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Lisa-P1987]

We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[sambosami24]

Can someone please email or call me to resolve this issue? The chatbot doesn't recognise my issue description and won't connect me to a human.

[TimmyBGood]

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@sambosami24 wrote:

Can someone please email or call me to resolve this issue?

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No, that won't happen.  I can try another escalation but you'd need to respond to the online chat bubble.

[sambosami24]

And what do I say to speak to someone? The issue isn't recognised and then when I say it's about broadband I only get questions about my connection speed.

[TimmyBGood]

@sambosami24 

Apparently the best thing to do is not to talk to the auto-attendant at all.

[sambosami24]

After answering 15 question that didn't apply to me, I've been sent to a page asking to ask the forum or call an expert (the expert I called didn't understand what I was asking).

[TimmyBGood]

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@sambosami24 wrote:

(the expert I called didn't understand what I was asking).

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Unfortunately that's not unexpected: the average call centre script reader (who are not 'experts') is likely to think FTP is on the Straight Outta Compton soundtrack.

As a start, do you have a black or a white Sky Hub?

[sambosami24]

I don't expect there to be ready-made answers for my issue, I expect to not spend an hour and half on the phone and on chatbot trying to reach someone who can escalate to technical.

I appreciate you speaking to me though. I'm on a white hub.

[TimmyBGood]

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@sambosami24 wrote:

I'm on a white hub.

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OK: one thing to be aware of is that the Sky broadband network delivered to a Max Hub has significant fundamental difference to other services.

https://www.ispreview.co.uk/index.php/2024/06/isp-sky-broadband-uk-deploying-ip-address-sharing-via-... 

There's been no widepread indication that Map-T is a problem for FTTP, though this may simply represent the very small numbers of users still requiring FTTP access.

Edit - one post here: https://helpforum.sky.com/t5/Broadband/FTP-not-working-after-upgrade-to-sky-max/m-p/4839939#M445308 

Does your web host provide an option to use SFTP?

[TimmyBGood]

@sambosami24 

Oh, and standard advice is to make sure Sky Broadband Shield is set to 18 which rules out that being a factor.