Sky Broadband - Routing Issues Today

[Beanio]

Hi all,

I hope this saves someone a lot of time trying to reset, reboot and troubleshoot.

Thanks to a little help with a few Twitter users, I have noticed there appears to be a routing problem with Skys network today. May affect other ISPs too or could be a cloud service platform problem.

Woke up to find my ring doorbell is showing as offline. Countless resets later and more in-depth testing - In short I can't access ring.com or community.ring.com from Sky, but can on my mobile phone connection or if a dial a VPN to the states. Inoreader.com also unreachable. Probably many other sites/services too.

Just a helpful heads up!

[lude1962]

Think there was a change somewhere overnight (alexa device lost connection), I can no longer get a reply from www.seafight.com  ,  timeout error

[Stop+It+Now]

I have no access to 123reg servers but I have access to their website. Even signing in to Sky was was a problem. I have to wait until something times out. 

[Ethereal]

Hi,

I have also experienced this today. First realisation was my Amazon FireTV stick refusing to show the dashboard despite reboots, but I realised I could jump straight into the Discovery+ app and it worked. Its now almost 4pm and the dashboard GUI is still not working. It was able to do a speedtest okay though (150Mbps Fibre). I noticed both my Amazon Echos have no connection today. Access sites on my iPad has been fine, but Firefox on my PC can't get its available update, my Grammarly browser extension isn't working but I can this site website and Github okay. Nothing showing in my router logs.

For the last 6 weeks I have had horrendous issues with Amazon Firestick apps freezing and not loading, Im starting to wonder if it's the SKY network affecting AWS services. Discovery+ support team have been able to find the cause. 2 nights ago the Firestick Paramount+ app was forever sticking after the blue logo animation finished. I was able to search for the program and open it from the Amazon search facility, bypassing the usual app menu, straight into the program, which may help others with this issue.

[Stop+It+Now]

This is all I get when looking at my Sky account details. Something has gone missing. It is similar with other account data on other systems like 123reg:

"We're unable to display your details right now but we're doing everything we can to fix this.

Please try again later."

[lude1962]

sky twitter sent me to phone sky bb help.

AAaaaaaaaaagh, man says your router is connected.  IP routing I said he didn't even no what IP routing was.

[Beanio]

There's definitely some routing issues - I've no idea if it's a particular cloud datacentre that can't be reach or a collection of more than one, or even if it's isolated to Sky.

My ring doorbell last checked in around 6am for a health check so I think it happened some point after then.

it's especially frustrating with IoT and streaming devices because you can spend hours trying to factory reset them, go through all your router settings etc.

And it's doubly frustrating trying to find someone at support that actually understands and doesn't make you go through all the hoops again.

I think we'll have to wait until one of their engineers or a chief exec stumbles accross the problem themselves until it's noticed and actioned.

[Technolav72]

Also same problem:

All 4 Alexas not working - they are connected to Wifi and are ping'able from laptop.

Both kids Amazon Fire tables work using the browser but amazon Alexa and Amazon Kids app Launcher will not connect.

My work security Ping software will not work on any device,  others in our company using Sky are also having this issue.  One is not.. Router related maybe?  Trying to get a pattern there at the moment.

Others at my workplace working from home reporting same issue.

We suspect the problem is if you are not using the original Sky Router?

One of my work colleges has  contacted call centre and they suggested trying original Hub and that works for him but not a possible long term solution as that Router has it'w own issues that make it unusable, especially when you have may devices.  IoT etc.

Issue started late evening / very early morning.  I noticed it at 2am and earlier.

Down Detector website showing a clear increase in Alexa issues.

I'm using TP Link Archer VR2800.

Hopefully this will help.

[Beanio]

I'm getting the issues using Orbi rather than Sky hub, I'd really rather not have to go back to that brick!

Will be interested to hear other peoples responses.

[lude1962]

Update to skyhelpteam on twitter

"Sky BB help just deal with plugged in devices they are not network engineers. They are un-trained in network IP routing. They cannot help , they have no escalation process to pass the info to the appropriate team. So its back to you."

[Beanio]

"No escalation process"

Thats really terrible - When there's something clearly wrong they need to be able to report an issue to senior engineers.

[lude1962]

Sky twitter have now reffered me back to Sky BB despite me saying they have no clue on how to progress to a resolution.

My main problem relates to Europe based servers, not getting a reply.

www.seafight.com

int14.seafight.com

int1.seafight.com

but

int13.seafight.com is ok

If a sky network engineer can be bothered my gateway IP is 94.15.244.1

[OrangesandLemon]

I'm having similar problems, with random websites and Alexa; I hope they get on this soon.

[HastonR]

im having the same issue, alexa down, ring doorbell down, firesticks are working. internet is working. using sky hub

[devnull]

I am experiencing the exact same service issues, although I'm a NOW Broadband customer. It's the same network though.

None of my Ring devices can communicate with the Ring cloud servers, some other web sites are not accessible. I am also not using the Sky provided hardware, I am using a TP-Link Deco router. My default gateway is 94.0.244.1 in case that helps.

I've tried contacting support but they are clueless about these types of isses. This needs escalating to a technical team.