Flashing Green Light of Death

[Jammin1206]

Help. I joined Sky 10 days ago and i have the flashing green light of death - my internet has cut off and has been down for hours.

I work from home and need this sorting ASAP, ive done the app diagnostics and sent a photo off and just got a message saying allow 72hrs!? I cant just leave it and twiddle my thumbs when im supposed to be working.

This seems quite a common issue from what ive seen now.

[Jammin1206]

I have the white sky max hub

[Jammin1206]

No outages in the area, hub not connected.

Had absolutely no issues at all for the last 5 years with previous provider.

[Hopeful1]

Yep, I know the feeling.....

Are you able to detail the green light a little further?  would you say it is slow blinking or fast blinking?  (this user forum allow you to upload video, might help).

If you have left it for 24hours, you could always try a full reset, by pushing the WPS button (on the side), for 30 Seconds.  This forces a hard reset.

You should make a screenshot of the Modem configuration, for your own records.  Log in to the modem/router, go to the connection page and start screenshotting the info.  The bit I am interested in, is the modem firmware and whether you have Ipv4 or IPv6 enabled.  

Are you able to use a different Sky Modem?  I have resorted to buying a cheap older version of Ebay, as the downtime was not acceptable due to working from home. eBay link to Sky Modem version SR-102   The Sr-102 works for me, there is a more recent version (SR-203), but I haven't tested that one.

However, bear in mind, that if you connect an alternative router, your Broadband line will show as "working" on Sky's server and you effectively lower the priority of your support call.  Tricky...they can't give you working equipment and hence ignore you, but if you solve their mistakes, then they are happy to take their feet away from the fire...

good luck

[Jammin1206]

Hi @Hopeful1 

I have the slow flashing green light... i have also held the WPS and reset it that way, but back to the slow green flashing lighy.

How do i get the modem details please? (Im not very tech savvy!)

Also, as im 10 days in, and judging by the issues people are having im seriously considering just cancelling altogether and going back with Vodafone...

[Hopeful1]

@Jammin1206 

Ok, to get to your router, you are going to need: Windows laptop and patience.

1. on your windows laptop, press the combination of the Windows key and the R.  This opens the Run box.

2. Type CMD in that box and press enter, it will open a black screen.

3. The black screen is called the command window and the blinking cursor is called the command prompt.

4. at the prompt type the word IPCONFIG  (and hit the return key on your screen).

5. this will list all your connection and their configuration.

6. Find the paragraph that lists your adapter with the line labelled "Default Gateway"

7. The address of your Gateway (probably 192.168.0.1), is the Modem/Routers HOME address (NOT the Internet address).

8. Open a browser and in a clear tab, enter the address directly in the address bar (NOT THE SEARCH BOX).

9.  You will be prompted for as user name and a password. For the new wifimax SR213 hub then the username's admin and the password's the same as the one for your WiFi (also printed on the foot of the hub or on the cards that were in the box)

If you hit a problem, send me a photo and the number of the step you are struggling with

[Zee6]

I have got the same flashing green light all of a sudden any tips?

[Hopeful1]

Hi all

Just thought I'd let you know that I have now moved from firmware 6 to 7 and this has solved my issue.

The modem is now recognised on Sky's network, hence all of the sky tools work and I now have internet connectivity.

I've gone through 4 modems and basically had to wait till Sky pushed out a new firmware that my modem was able to download and install.

Good luck to all

[Hopeful1]

Check what firmware you have, check your modem has been able to obtain an IP address.

Other than that, log a written (email or post) complaint.

Calling is ok, if you now FOR SURE that you will get a complaint number.

Remember that if you log it one way, you HAVE to carry on the same way, as otherwise Sky will say it's a different complaint and hence different SLA.