Hub not connecting to the internet

[GakOid]

Hi,

For the last week, my broadband/hub hasn't been working. The internet light (second light from the top) just keeps flashing orange most of the time.

The weird thing is, it does connect for a few hours at random intervals, then goes back down again.

[cookiemonsteruk]

@GakOid 

Could be a sign that the modem is trying to find the best speed under varying line conditions.  Also sounds like you have a very old hub

Can you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[GakOid]

Hi @cookiemonsteruk, hope I've done this right:

Router Statistics
System Up Time: 94:12:33
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN Down 0 0 0 0 0 00:00:00
LAN Down 0 0 0 0 0 00:00:00
WLAN Up 15036232 7227644 0 395634 50756 94:11:36
Broadband Link Downstream Upstream
Connection Speed (Kbps) 0 0
Line Attenuation (dB) 0 0
Noise Margin (dB) 0 0

I can't remember when I got this router, it might be around 7-10 years ago now, though.

[cookiemonsteruk]

@GakOid 

Unfortunately the hub is disconnected at the minute. How often does it come back on?  Are  you able to post again when it does come on

[GakOid]

@cookiemonsteruk Since last Wednesday, it's only managed to connect once or twice a day, however, it hasn't managed to connect at all today - I'm currently using mobile data.

[Chrisee]

@GakOid you need to report the issue to Sky so they can get it fixed so I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @GakOid.

[GakOid]

Thank-you @Chrisee and @Addie15.

[GakOid]

@cookiemonsteruk My Hub has just decided to connect again after blinking for the last 48 hours. Here are the stats:

Router Statistics
System Up Time: 28:21:35
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN MER 54470 61486 0 0 0 00:47:03
LAN Down 0 0 0 0 0 00:00:00
WLAN Up 373986 374344 0 0 0 28:21:35
Broadband Link Downstream Upstream
Connection Speed (Kbps) 25000 6000
Line Attenuation (dB) DS1:22.2 DS2:30.4 DS3:43.4 US0:32.4 US1:33.2 US2:38.4
Noise Margin (dB) DS1:10.6 DS2:10.5 DS3:10.5 US0:6.0 US1:6.2 US2:6.4

[Chrisee]

@GakOid it looks like a fault has been repaired. Keep an eye on speeds as they should start to go up as the DLM system starts to optimise the line in steps each night if they dont talk to Sky again as currently the 25Mbs down is well below what your linecshould deliver.

[GakOid]

@Chrisee Unfortinately not. The internet went down again 30 minutes later, came back for a few hours last night, and then went down again. It's still blinking orange at the moment.

[JimM1]

@GakOid During any of your conversations with sky, was there a request to replace your older hub.

Link included below so you can go look at which one you have suspect you have the old sky hub.

Setting up your Sky hub | Sky Help | Sky.com

Also second link, to take you to the service checker to test the line to your router but you will need to sign into your account to test.

Lights on your Sky hub explaine | Sky Help | Sky.com

[Chrisee]

@GakOid as the fault has not been cleared I have escalsted your post to the Sky team who support the forum.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @GakOid.

[Lisa-P1987]

We are still looking to help you @GakOid . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks