No internet

[Christina1984111]

Just after some guidance before I phone sky back tomorrow.... I have a sky max hub connected but no internet. As fter 2 hrs in the phone sky will be sending out a spare ethernet cable to test however have since found a spare and no change.  Router thinks it's connected to WiFi and when checking network settings on the TV it flashes intermittently between connected and no internet connection. It seems to be the hub is he issue but wondering what else I could try before I phone back...to confirm we have tried.

Rest the hub changing ethernet cables. 

Trying various phone sockets.

Disconnect sky q 

The hub displays a solid white light implying it thinks all is ok.. 

Is there anything I haven't tried before I plead with them to send me a new hub ? We are scheduled to get fibre mid Oct but can't go that long without internet access from home. 

[JimM1]

@Christina1984111 When did the connection go active, and how is your sky Max connected to the service, fttc for copper via a OR master phone socket, or direct on a ONT for Full Fibre?

If you are phone socket connected, then there is only one that works, the Main OR Master phone socket! So NO IDEA why you are trying an Ethernet cable as that is useless!

Rj11 cable, purple ends, into the purple connection 1st left on the back off the hub, to an RJ11 port of a OR Master socket, if not that type then connected via a ADSL Filter NOT supplied in the box!

[Christina1984111]

We've had the connection for about  a year, it randomly dropped at some point between 11pm and 4 am yesterday/ this morning. We've had a few glitches in the beginning so we're advised to use Ethernet via the qbox. Have tried new rj11 cable too.  Currently connected to copper but scheduled to go to fiber in Oct because of this sky said it would be difficult to get a new router out...  

I've always used the socket in our livingroom which isn't the closest to the phone line entry point but never had any issues until now. We have two other sockets downstairs which I have tried .

Router has solid white light implying it thinks everything is ok but clearly isn't 🤷🏻‍♀️.   I'm wondering if there was a software update last night I noticed on downdetctor a spike in broadband issues.... 

[JimM1]

@Christina1984111 Do you have any devices that are showing wireless wifi connected but have the ! exclamation mark beside, connected but no internet symbol, although you are white on the sky Max Hub you may have zero internet connection data flowing!

[Christina1984111]

That's exactly what's showing, and when checking the network status via sky q it flickers between connected and disconnected...

[JimM1]

@Christina1984111 Would disconnect and switch off the sky Q to see if your broadband returns and acts fine again!

[Christina1984111]

Done that too ... 

Left everything unplugged for a good 10 mins. 

I'll leave it overnight see if anything miraculously changes by tomorrow... 

[AnnoyedPumpkin]

Hiya Was there any update to this? Our has been fine then dropped at 12.00am. Its now showing as connected, no Internet on all devices and flashing green slowly. I've rebooted my hub a couple of times, but the sky service checker continues to tell me all is fine and connected and is offering no further help

[Daniel0210]

@AnnoyedPumpkin 

When there are issues between midnight and 7am it's quite possibly going to be essential overnight maintenance taking place which is carried out then to minimise disruption as most customers are asleep. Hopefully it'll be back before 7.

[Christina1984111]

It's been over 24 hours now and it hasn't fixed itself over night , I was hoping there would be some sort of update issue. I'm staring to suspect he issue is with the hub it seems warmer than usual..... 

[JimM1]

@Christina1984111 If you left the hub switched off overnight and it has not connected with different routing after that period, then if you do need a replacement sky Hub let them know when you call them! Link below if you need to try but you will have to run it over mobile data if you have no broadband connection on your hub!

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

[Christina1984111]

Will do, and thank you 😃