No wi-fi, but cabled connection still working

[SILVERPANTHER]

Hi I'm using Sky Broadband with a Sky SR102 Sky HUB modem.
Broadband and wi-fi have been working fine - using it at the same location, since 2014.
Suddenly, this morning WI-FI stopped working and it is not coming back.
(while cabled connection keeps on working.)

I’ve run the Service Checker tool on the MySky portal and it says:

“There's a problem with your broadband
We can't check your WiFi right now because we've found a problem with your broadband.”
(See attached screengrabs.)

Cannot reach @Sky Customer Support at all, so I am not sure what to do.
Checked all the cables and tried restarting the router and all connected devices a couple of times, but nothing helped. (The wi-fi light on the router appears as normal, as if wi-fi was working.)

Any ideas?

[Chrisee · Accepted solution]

@SILVERPANTHER if a straightforward reboot by pulling the power for a few seconds doesnt sort the problem using a wired device type 192.168.0.1 into the address bar of a browser and load the Hub's web interface and check that the wifi passwords are what you expect - you will need to log into the hub by using admin as the user and sky as the password on the okder flat Sky hub or thecwifi passcode on the label for the newer upright SR203. 

If really stuck press and hold the reset pin in until the power led flashes which resets the hub to its factory settings. 

[cookiemonsteruk]

@SILVERPANTHER 

Can you run the same test using 4g/5g mobile data

Also post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[SILVERPANTHER]

Thank you, @Chrisee,

I finally managed to get through to Skype Customer Support and they told me that somebody (?) had reset my router earlier (I'm not sure how that would be possible, as it had been working fine the night before) but miraculously, after the call everything was working fine 🙂

So I am thinking that they have done some remote reset during the call, but either way it is back now, and even though I've had lost my previous settings, at least I can work again!

Thanks again,

Have a good day,

Zoltan

[SILVERPANTHER]

hi @cookiemonsteruk,

Many thanks for your quick reply,

unfortunately I don't know how to do that... testing it in 4g/5g

Luckily after finally talking to customer support wi-fi came back, as it seems the router had been reset to basic factory settings remotely (?)

Thanks,

Zoltan