Home broadband not working and wants gateway information

[Akira01]

Can anyone tell me what on earth is happening here and how to fix this please??

It's currently 2:13am, I've been kicked off of my home network for some reason, and I can't reconnect because it wants some gateway information that I don’t have.

I've checked and tested my broadband and apparently everything is fine, however clearly it isn't. 

Screenshot added for context, please help 😩

 

[HaydenG93]

Oh thank god it's not just me! I've tried everything I can to resolve this and thought maybe it's just me and I'm unlucky, safe to say I assume it's a sky issue then? Let's hope someone can be an assistant to us! Also if you're back on, how did you do it? @Akira01 

[peter-marlow+1966]

It was possible  maintenance work being done by open reach, or sky as less people  on line over night  and that's  when the normally do this sort of think

[TimmyBGood]

@Akira01 @HaydenG93 

That means the external circuit has dropped, which wouldn't be entirely unusual for that time in the morning: network maintenance has to take place sometime.

No domestic ISP guarantees 24/7 connectivity: that's simply not possible without alternative data routing.

[Chrisee]

@Akira01 that screen is the log in to the web interface for a Sky Wifi Max hub aka Hub 6. There are no user settings you can change in there it is for information only but the log in is user = admin and the password = the wifi passcode on the hub's label.

You are seeing that log in because the external connection has dropped which as pointed out is almost certainly due to essential overnight maintenance work. The light on the front of the hub tells you the hub's status see https://www.sky.com/help/articles/hub-lights-explained-max-hub

[Akira01]

I'm not entirely sure it was maintenance etc as I did all the tests and they all came back as "looking good" and the light on my Sky Max Hub was white, meaning all is good 😕

[Akira01]

I eventually managed to get it back, but I had to restart everything multiple times (my phone, puck and the hub) 

The weirdest part (for me at least) was that my phone and puck were the only things not working, my Xbox still worked on the WiFi as well as a couple other devices

All I can suggest is to restart everything not working and your router until it works, good luck! 

[LD101]

I experienced the same issue this morning and no combination of usernames or passwords would allow me to access the gateway. I've rebooted my router and that seems to have worked (though you may also need to restart your devices).