Fibre Optic. All lights, connected, NO INTERNET.

[KevinJ1961]

Hello,

I have been on fibre for around 6months+, from the get go we have had nothing but issues with the internet consistently dropping (for long periods of time, longest being 18 hours). When calling to Sky, we have been given all the routine answers (Like they are reading them from a script). 

Issues:

• Directly connected via ethernet, but no internet recieved. 
• Network demonstrating we have internet, but no internet received. 
• Router & ONT demonstrating required lights - No internet.

This is what we have had done to try and resolves the problem so far:

• Reset the router, both soft and hard.
• Unplugged the router.
• Made sure nothing is blocking the router and there is no interference.
• Sky Engineer - Fobbed us off (turned Sky Sheild off and said that was the issue).
• OpenReach - Explained that there is nothing wrong externally, so nothing they can do. 
• New Router - Still persists
• Compete removal of all devices, then updated everything and reconnected (Still persists to drop).
• I have had multiple hours on the phone with Sky to try and resolved this issue, but yet it still persists.

Right now, the internet is down. The router demonstrates all the lights. The ONT (I think that is what its called) shows all the lights with the internet light blinking.

Currently looking for other providers as Sky are failing to adhere to their contratual obligation. Had no call backs when informed (4 times i was supposed to have a call back and i had to end up calling them). No form of compensation for the lack of service - but been CHARGED more for the new router.

Help would be greatly apprecited, if anyone else is having the same issues. 

[Chrisee]

@KevinJ1961 if you have not already done so run the connection test in the My Sky app over a mobile connection to see what it tells you. It would also help if you piosted your hub's connection stats as explained here Find your Sky Broadband router statistics

[KevinJ1961]

@Chrisee 

Thanks for the speedy reply.

I cannot provide the diagnostics - as it does not allow me to connect to the router when it is down (like it is).

Sky have looked at my diagnostics before (and stated that there were no issues). 

[KevinJ1961]

Router Statistics

System Up Time: 00:13:54

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN WANoE 16137 22019 0 4315 7046 00:12:04 LAN Up 150305 1635236 0 2282456 3517588 00:13:54 WLAN (2.4 GHz) Up 283186 0 0 3419178 0 00:12:15 WLAN (5 GHz) Up 300355 20380 0 3977421 11140 00:12:14

---

Broadband Link Downstream Upstream Connection Speed 0 kbps 0 kbps

[Chrisee]

@KevinJ1961 if you use a mobile connection open the MySky app and log in with your Sky account id the system will check from their end. I want to check the servers can see your hub.

To be honest it sounds like an IP addressing issue check that your devices are using addresses in the range 192.168.0.2 to 192.168.0.254 and check you dont have any other device acting as a DHCP server could beca second router perhaps set up to act as a booster or even a managed ethernet switch.

Dont know how much you know about networking but in its default settings the hub issues addresses in the range above the hub cannot connect any device which has an address outside that range. The hub has the address 192.168.0.1 which should show as the gateway address. 

[KevinJ1961]

@Chrisee,

I used to know a little bit, but that has lost me LOL.

[KevinJ1961]

On the Sky App, it says there is no issues with the internet & that it is connected.

However, there is no devices recieving internet through WiFi or Ethernet.

[KevinJ1961]

And now, the internet is up - by itself (4 hours later)

This is the current "stats".

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN WANoE 320619 943594 0 0 0 00:57:22 LAN Up 317837 3863176 1 1 0 00:59:12 WLAN (2.4 GHz) Up 410129 942 0 0 0 00:57:33 WLAN (5 GHz) Up 1861861 243604 0 2 0 00:57:32

[Chrisee]

@KevinJ1961 looking at those details it is pretty likely you have an IP address issue. Try turning off all of your devices including any extenders or boosters etc then try adding them back one by one to see whether one device is a rogue. Ensure you first device is set to get all networking settings from the Sky hub.