Internet down for 7+ days, no engineer update

[sunsetmoth]

Hi,

I've been a Sky Broadband customer for 3+ years at the same property; this is the first time I've ran into a serious problem. Just over 2 weeks ago, my hub would cycle through a firmware update every night (the same issues and times as this thread: https://helpforum.sky.com/t5/Broadband/Sky-broadband-router-reboots-overnight/td-p/5022429). However, on 02/07 my internet stopped working completely; I reported this via the Sky Service Checker which prompted me to book a visit with an OpenReach engineer, stating that the problem was likely external. I've had no updates on this, and the service is still not working.

I'm wondering if it is possible that the firmware update somehow bricked my hub, and if it is possible to roll back software (or if I should just hold out on the engineer visit) - over a week is a pretty long time to go without internet, so I'd like to try and solve this ASAP! No issues have been reported in my area.

Some details on the hub:

Manufacturer: Sky

Model: SR203

Firmware Version: 7.04.0204.R

DSL Firmware Version: A2pvfbH043p1.d26u

On the log, it's just a loop of "ADSL g.992 started, xDSL link down" messages. 

Would appreciate any advice or help with escalating this - I am unable to phone Sky at the moment. Many thanks!

[cookiemonsteruk]

@sunsetmoth 

What package do you have adsl, part fibre or full fibre?

The firmware  you have is the most recently updated

Can you post your syslog at the minute?

[sunsetmoth]

Thanks for your reply - I am on a Sky Broadband package (so ADSL).  The log is as mentioned in my post; just a loop of these two messages.

[Chrisee]

@sunsetmoth actually ADSL is extremly rare these days as it has been almost totally superceeded by VDSL/Partial Fibre and full fibre but whatever technology your connection uses you do nedd support from Sky.

As you cannot phone I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call. See Escalating a post to a Sky expert | Sky Community for more information on the escalation process

[Lisa-P1987]

Thanks for escalating this. We’ve sent sunsetmoth  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.