Laptops won't connect to sky wifi for last 2 weeks

[rhian9911]

On Friday 12th Jan 2024, we had a 15 minute power surge. Ever since that we have had issues with connecting our laptops to Sky wifi. All other devices work so my husband contacted his IT department and they checked  his work laptop over and found no issues. The issue is also occuring on my work laptop and our personal one. We can tether to the Sky wifi via our mobiles, but this isn't ideal.

When trying to connect to router directly, we get

Connected, secure, no internet

Yes we have restarted the router 3 times now in last fortnigt. This worked for 10 minutes, but then dropped out again, whcih tells me that it's an issue when laptop driver and router are talking. Also smart tv's drop out occasionally but I manage to reconnect them

Apparently when we called Sky, they said the issue was to do with laptop not finding IPV4 address. I havetried to enter this manually but windows 10 won't save it. This is clearly a Sky Wifi issue as it's occuring on 3 different laptops.

Is anyone else having the same issue and are Sky working on a fix? It's extremely frustrating

[rhian9911]

[jamesn123]

@rhian9911 

Rather than restarting the router can you try factory resetting it? You can do this by holding the reset button on the rear of the hub for a minimum of 30 seconds

[rhian9911]

Hi, I've just tried that and it worked....... for about 10 minutes. 

I then tried to take the laptop back upstairs to the office and it disconnected. It's not a signal strength issue though as I have a smart tv and mobile which work perfectly well on that WiFi in that room. 

I bought the laptop back to the room where it worked after reset and it won't connect now. It's as if the router only sends out correct IP directly after reset, then as soon as laptops and WiFi have to communicate again the connection has gone, although all other non laptop devices are still working 🙈

[jamesn123]

@rhian9911 

Hmm okay since other devices are working fine its hard to blame anything but the laptops.

Have you tried completely deleting/forgetting your network/WiFi settings on the laptops and starting from scratch? You may need to do a quick Google Job to figure out how to delete your network settings on Windows 10

[rhian9911]

I've tried forgetting the networks, but will try googling and trying that. Thanks. 

it's odd how it's all our laptops which are different makes 🤔

[rhian9911]

I seem to have rectified this now. It's an issue with Sky wifi and Windows 10. I had to type in the IP address on my mobile phone and enter the IVP4 given to me by Sky, then replicate this on my laptop. Seems to be working ok today so far.

Thank you for your help

[apopo]

Same here. I have a laptop running windows 7 never had any problems previously using an older sky router however since changing to fibre broadband and a new router it's so hit and miss. I can't even access the sky web site and my emails 

In addition to this the routers light on the far left keeps going to amber in colour which results in me having to reset the unit. 

[TimmyBGood]

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@apopo wrote:

 I have a laptop running windows 7  

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Just as an aside, Windows 7 hasn't been in support by Microsoft since January 2020 and really shouldn't be considered safe to use on an internet connection.

[TimmyBGood]

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@apopo wrote:

In addition to this the routers light on the far left keeps going to amber in colour which results in me having to reset the unit. 

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That would tend to suggest an external line fault.

If you post your Hub stats, we'll have some information about your particular phone line and internet connection to work with.

[Rick2606]

Yes I'm having exactly the same issue on my laptop 

[Latoya3381]

Also having same issues with my laptop.
done everything suggested but still won't connect properly starting to think I shouldn't have changed to sky from bt as it worked fine then!

[Pod17]

@rhian9911 I am also having the same problem. I seen you mentioned entering the IP & IPV4 Address manually. Where and how do I do this please?