Issues with Sky Hub router ADSL > 3 out of 4 green lights (Voice Amber, don't use it) No Internet!

[MrGrim]

Help!

Looks like I am not the only one having issues today, lots of people in my area having problems with Sky, Plusnet, EE and Vodafone, but my neighbour next door, on BT is fine, so no idea what is going on...

Rebooted router many times, to no avail.

Ping from Computer to Router fine, Tracert fine. Try 8.8.8.8 and nothing. destinantion unreachable.

Noticed in the logs that ACS Failed: Could not resolve host.

Noticed in the logs that the NTP Request to ntp1.isp.sky.com or ntp2.isp.sky.com fails. Logs are stuck at 1970. Does this mean the router thinks its 1970 and therefore won't ever connect?

I have an external IP address, but can't ping it from internal. 

This is the connection status, but as I said, no internet:

this was after I rebooted it. Again. 

help please, I need this working by Monday ideally! Working off of my mobile internet is NOT fun! 

[MrGrim]

and now this. 

[Chrisee]

@MrGrim sounds like a fault with the server at Sky's end not routing data. The standard fix iis to either force the hub to disconnect using the option in the web interface or to power down for an hour. Either of which should switch your connection to a working node.

[MrGrim]

 attempted this, same errors on the router, still can't connect. Thank you for looking though! 

This is frustrating. 

[Stuart1812]

Have the same issue hub isn't connecting and Sky have now booked me an open reach engineer to come out. So am I right in assuming this is a problem on Skys end and not that I have a faulty router? 

[MrGrim]

Hi Stuart, 

I assume they're sending an engineer with a new router, as if the problem was elsewhere, they wouldn't need to book an engineer with you, they'd just sort it. 

Either way I wish sky would be more up front with what is going on. As I said to the engineer on the phone, loads of people in the area, not just on Sky, went down at 1pm on Friday, EE, Plusnet, Vodafone, Sky and BT. However my direct neighbour is on BT and theirs is fine. This to me points to a router issue, probably a firmware update that has goosed the router. But seeing as I can see a connection on the router now, the upstream doesn't work right, so its likely a connectivity issue between the router and Sky. 

Either way, it means I am tethered to my three connection and its going to cost me money to stay connected, as I work from home! Time to get a business line installed...

[Stuart1812]

Yeah I would agree the problem seems to be with Sky and their connectivity to the routers as I've seen many people having the same issues as me since yesterday.

Yesterday my sky go app said everything was fine but now showing up as problems etc. 

An engineer has been booked but not until Wednesday tho ha I also have 4 kids so very interesting times right now 😆.

so I'll assume this isn't going to be a quick fix on their end then? 

[MrGrim]

 yeah engineer attending wednesday. Just hope that they bring a router with them! 

[MrGrim]

So Further testing gone on.. 

Ping Domain name:

 

Ping the IP address:

Sky's DNS Down? Or just 1 DNS Server down? maybe...

[MrGrim]

finally: 

Might be a routing issue? That's from my mobile phone tethered to my PC. 

[MrGrim]

its a miracle! Its started working! Hurrah!

[MrGrim]

hurrah! 

[MrGrim]

Final update from Tracert. 

There was a routing issue. I think we know that now!

[CharGwy]

How did you get this resolved as i am seeing similar issue with me, Internet dropping, router restarting and see the date change on router to 1970, xdsl link down.  Have contacted support and they are ignoring me basically trying to tell me problem is my end. 

[Chrisee]

@CharGwy the date showing as 1970 when you reboot the hub and is not a fault in itself it is simply means the hub has not yet contacted the time server which means it has not gota connection. If the hub is restarting on its own indicates it is faulty unless it is simply a dodgy mains connection which is something you should check. You are not being fobbed off if you are asked to check things at your end as often a pushing in a mains lead or a reboot sorts the issue. It is only where they dont that Sky will send out a replacement hub or ask an angineer to check the lines.

. Simply call back after doing what you were asked if it didn't clear the issue but when you do tell the agent that you called before.