No internet, sign in to network

[Internet_envy]

Hello! 

My internet has been down for 10 days, initially issues were shown on the app and a broadband engineer was sent (BT) but now the service issue is ok but I keep on getting asked to sign into the network. Have done multiple resets etc. Please help!

Thanks. 

[JimM1]

@Internet_envy Would have been an OR or a Sky engineer visit, no way you got a BT one unless you have BT broadband.

Try forgetting the device that you have to keep resetting the wireless password on, switch the device off, leave for a couple minutes and then reconnect it back to the wireless network. see if that helps.

[Internet_envy]

Thanks for your quick reply!

The open reach team did something external to the property (new houses built nextdoor I think resulting in an issue with mine),but there are still issues but service checked showing all good. Device has been off, on, unplugged, replugged, reset. Running out of ideas to be honest.

Thanks

[JimM1]

@Internet_envy Are you on a full fibre connection? If so when you have a problem do you see anything change on the small white openreach ONT modem led wise?

[Internet_envy]

Not full fiber, no. 

[JimM1]

@Internet_envy Ok, if you have the Black SR203 sky hub, see the link below about the hub stat's and post them so the line condition can be looked at, link is below, just follow... If you know what is your normal speed, 80/20 or 40/10 line, even higher on G.fast...

(1) How to read your Sky Hub statistics

[Internet_envy]

Thank you. Will try tonight and let you know how I get on!

[Internet_envy]

I can't get past the "sign into "network name" , not quite connected page. Any other ideas? Thanks in advance!

[JimM1]

@Internet_envy If it's the hub, then the name is admin just as you see it, password is on the label for the hub.

[Internet_envy]

Apologies, hopefully below explains. I am still having issues and unable to get to the 192.168.1 page as I am getting the following issue pop up requesting I login to WiFi, despite using the correct password at an initial login. 

I've copied the full text below after selecting "sign into wifi network". I cannot find any issues with my inhome set up, my concern is the external Open reach work that took place and now no connection and no way of reporting it to sky as the service checker is potentially misdiagnosing the issue. 

"

Not quite connected

We think there may be a problem with the set up in your home. Please note, if you are a Sky Fibre customer and you have recently replaced your router, you should wait one hour for your line to initialise before attempting any of these checks.

Choose the set up below that matches the one in your home and click 'Let's fix it'.

You'll then be taken through a series of steps that will help you check the connections with your equipment.

Sky Hub with Microfilter

Sky Hub direct to Phone Socket

Sky Hub with Fibre Modem

[JimM1]

@Internet_envy I think what is going on is that the sky Hub has no connection to the Internet from your phone line so when you try to connect the default sky page is opening up to guide you through getting the hub plugged in to the OR socket so it can attempt to establish itself and make the connection needed to get the hub online, i will get my now boxed up SR203 out plug it in offline power only and work out the connection bypass to get web manager up, it can be done as did it months ago as first setup for quick swapout of the EE router. Suspect i will see the same as you....

[JimM1]

@Internet_envy Connected to the offline SR203. and used my older seperate laptop, Hub booted and for me green,out, green, amber, and that is 100% correct, plugged ethernet cable in between both and browser opened up the Sky self heal that was also expected as the hub is 100% offline.

Opened new tab on browser and entered http:// 192.168.0.1 and connection to hub established and the summary status page opened up and off we go. maintenance tab, username entered, password entered, and the page opened up fine...

there is NO space between the / 1 above, cannot type on this page as program converts to https:// automatically which is wrong as not doing secure as the s makes it do....

[Internet_envy]

I'm having no luck at all. Does anyone have a number or way of contacting a person at sky that will not result in an automated message telling me everything is ok? 

[Internet_envy]

Update:

Used the online chat functionality for help. 

Spoke to someone who refered me initially through to a "billing expert" (thanks for that). 

Spoke to someone who confirmed that they can't reach the router and have booked an engineer for Friday. 

We'll see what happens. Thanks everyone for suggestions etc. Kind of annoyed the service checker failed to confirm an issue and trigger a follow up rather than trying to confirm no issues. Appreciate the help but struggle with the concept of making it difficult to speak to someone at sky in favour of "community" support. Should be a choice made by consumer, not forced onto us by Sky