Connected but no internet

[KimberleyLB]

Hi, was there a fix on this or did it resolve itself? Having similar issues. Never had any internet issues in this house. Moved to sky just over a month ago and now been without internet twice Was without internet all day Tuesday (seemed to rectify itself in the afternoon) today woke up and again no internet. Green light, restarted everything several times but no connection. App seems to think it went down at 2am. 

any help from sky would be much appreciated! 

thanks 

[MD2025]

Same issue. Is there a fix or do I need to phone sky again. I phoned them twice, walked through a router restart but still no resolution. We're down a week now, very frustrating especially when I can work from home but obviously not this week with no Internet. 

[theig]

Same issue here, see post on the "Unable to raise SIP ALG/MAP-T Issues" thread.

Sky is doing the usual "Blame the user" rather than fixing the problem.  If only I could get out of the contract without punitive cancelation charges, I would. Sky broadband is effectively unusable for several hours every day.

[Dawid_B]

Same issue here, second week now, no contact from sky, its me constantly calling to do the same resets ect ect Im just tired of it ...

[theig]

@Dawid_B 

Dear David and other experiencing these problems,

I've just spent the afternoon on the phone to someone in Sky customer service and then one of their technical people. In summary, this is what they say is causing all the problems I continue to experience:

(1) It is unreasonable of Sky customers to expect Sky's services to work with anything other than Sky provided equipment.

(2) I should expect wireless connected devices using out of the box DHCP to lose internet access randomly and if these don't use out of the box settings then I should expect the devices not to work.

(3) I should not expect the SkyMax hub to work over ethernet cables more than 3 (yes three) m long even when the wiring has worked without issue with other providers' equipment for over 10 years.

(4) It is unreasonable to expect Sky's hardware to work if network switches and other devices are present. 

(5) I should buy Sky's wireless boosters if the signal doesn't reach a device - the signal in my experience is barely usable in the next room with the door open, never mind upstairs or in the basement immediately below the SkyMax - so I'm not sure how a wirelessly connected booster is going to work: one in every room perhaps?

(6) The SkyMax hub is designed to NOT work with anyone else's VOIP phone systems.

This all felt like the engineer was simply reading of a script of excuses designed to blame the customer for having unrealistic expectations. 

Fortunately there is a solution. I have just received a letter from Sky  informing me of a price increase and offering cancellation without penalty if I am unhappy with the price increase. As you will have guessed, I have taken them up on this offer and gone back to my previous provider whose hub exhibited none of the issues I have experienced with Sky's. 

[Sherwin_sky]

Hi good day.

I have the same problem here with my android phone.

I am connected to sky internet, but no internet.

Please help.

Thanks!

[Chrisee]

@Sherwin_sky if other devices are working normally the issue is with the phone so check its network set up for the Sky WiFi. If the phone is connecting correctly to the hub but using mobile data instead check that you have not got a setting called something like WiFi assist set which will use mobile data if tgat is faster than WiFi which msny phones have set as a default. 

If still stuck post some more detail of the issue.

[Trudi24]

I've had no Internet connection for over a week now...