Connected but no internet

[Smithy1972]

Have been without wifi/Internet access now for over 24 hours and I work from home so this is an absolute nightmare! Hotspotting from my mobile data at the moment.

Have done all of the remedy work such as restarting router, unplugging, resetting etc etc but cannot get any device to connect. I don't have enough technical knowledge to understand the router data.

Sky diagnostics say everything is fine but it obviously isn't. I can't spend all day sat on the phone waiting for an answer and there doesn't seem to be any live chat available now nor an email address. Everything sends me to the forum.  3 green lights are on, on the front of the router.

Any ideas what could be the issue and how I can fix it? 

[Highlinder]

@Smithy1972  Could you please run the latter part of the directions below to see if there is a fault found on your broadband connection. If nothing is found the forum can escalate this to Sky for you,

Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.


After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

[Chrisee]

@Smithy1972 if the lights on the hub are green the hub is connected to the cabinet and the issue is likely to be with the Sky server. The recommended solution is to power down the hub for an hour which should get you connected to another node. Alternatively you can log onto the hub's web interface and use the disconnect option linked at the bottom right on the main maintenance page which should achievecthe same thing..

Sky do fix these servers but as they are in remote sites it takes a while. 

[Smithy1972]

I have ran all of the tests and it says broadband is fine, wifi is fine but can't connect to the hub. There are zero devices connected.

I reran again and got exactly the same response.

[Smithy1972]

Thanks @Chrisee - will give this a go and see if it clears the error 🤞

[Smithy1972]

Have tried to connect to the hub but it keeps timing out....

 

[Smithy1972]

@Chrisee @Highlinder 

DIconnecting and unplugged for over an hour and it still won't connect.  All diagnostics tell me everything is OK but it obviously isn't.

Any other ideas of what I can do and how do I get someone from Sky to actually take notice?  It looks like there are a lot of other customers also having the same issue (UK wide)

[Highlinder · Accepted solution]

@Smithy1972  I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.


https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/

[Chrisee]

@Smithy1972 with getting on for 6 million broadband customers the number of reports of this fault is steady but is actually apparently a very small % not that is any help if you are in that group this isnt a new issue it has been around for years. Sky are aware of the issue which is normally caused by a fault in the radius server that manages the connection and routes traffic to different points in Sky's network like DNS requests, voice traffic etc. These units are physically located in remote points-of-presence so cannot be fixed in a few minutes. The vast majority of these units function perfectly so dont need replacing again that is no consolation if the port you connect to isnt working

At a recent meeting a group of superusers we had an opportunity to talk to one of Sky's senior network architects who accepted this is a continueing issue. He could not offer a solution beyond the delayed reboot although in some cases it is possible to restore data flow by using a device set to use a public DNS such as Goolgle's at 8.8.8.8 or 8.8.4.4.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Smithy1972  an invite to chat.

[Auntymable]

Had a problem recently ( 14 Oct and spent an hour with sky trying to sort - all was good until today 27 Oct when I have broadband connection but no connection to internet . My contract is up in December - can't believe all these issues - please help ! 

[Ragavendiran]

I have the same problem. Connected to WiFi but no Internet. I tried everything but still same problem. How do I reach the customer service?

[Aime1]

Please help, same issue, tried everything and no luck, I need internet back, tomorrow I have to be online

[Aime1]

@Highlinder  

help please 🙏 

[Noramarytheresa]

I'm having problems signing in. Can I please speak to someone