Sky Hub Slow Flashing Green Light, No Internet For Over An Hour So Far

[HearMyMoo]

All of a sudden our Sky Max Hub has lost its internet connection.

The front of the hub is showing a slow flashing green light and has remained like this for well over an hour.

Rebooting devices and the Hub itself have made no dofference at all, and the Sky Service checker claims that there are no problems in the area, and even claims that the Hub is working fine and receiving internet!

Clearly this is wrong because I cannot receive internet via either wifi or ethernet.

Ive seen some other threads on here from recent that suggest that our Hub may be at fault - since we joined Sky in July we've already been sent two faulty TV pucks so if our Hub has also died it doesn't say much for the quality of Sky's kit, especially when the service costs so much...

Does anyone have any advice on what I can do to try and coax our nonexistent sky fibre broadband internet back to life?

Thank you!

[HearMyMoo]

As an aside, I'm not sure that the broadband service checker isnt completely useless as it just tested our connection again and claimed there was a great connection with our hub, despite me having unplugged it ready for yet another vain attempt at a reboot... Theres no option for me to flag a problem if the service checker says everything is ok, so is this just a way for Sky to avoid customers with bad service?

[Chrisee]

@HearMyMoo I agree the service checker is not that helpful as it reports the last routine test (the time thst was run is shown0 not the current position but if you click on the broadband link it should tell you if Sky are aware of a fault affecting your line. If they arent call Sky, the lines are opening now, and report it. 

However loss of connection between midnight and 5am is often down to Openreach and Sky taking kitvdown for maintenace in which case your linecwill be back by now.

[grayerbeard]

I also have slow green flashing light and no internet on the Wi Fi Max Hub..   We had same problem with another router after a week or so so they sent us another roiuter which failed after a few days.

My Broadband has been off for ten days.with a long saga of phone calls and Openreach engineers visiting etc.

Another user in the same time has had the same problem on going and they kept sending hime new routers  - EIGHT in all before recently admitting that the problem is in the router.

One theory, and it is only a theory , is that there is a version of the WiFiMax Hub Firmware that is faulty.  I had been expecting a temporary old style router while Sky worked on the Firmware (the software in the Router)  problem.

It would appear that the Router is failing to authenticate with "the system"

However on my last phone call I was told the problem had been escalated to the Openreach NOC team for investigation.  So that would indicate Sky thing their WiFiMax router is OK and the issue is with the NOC where perhjaps the Router 

[grayerbeard]

I have done a little more research and the slow flashong green light means the router is authenticated but there is some sort of error ;

Sky Hub Authentication Status Analysis Understanding Sky Hub Light Sequence

Based on the correct Sky documentation (Sky Hub Lights Explained), this is significant:

1. Slow Flashing Green:

   • Indicates successful authentication
   • Router is in final stages of connection
   • Waiting for full internet connectivity

2. Expected Progression:

   • Green flashing → Solid white
   • If stuck on flashing green, suggests:
     • Router has authenticated successfully
     • But cannot establish full internet connectivity

Implications

This information narrows down the problem:

1. Authentication is working (✓)
2. VLAN configuration likely correct (✓)
3. Issue is probably with:
   • IP assignment
   • DNS configuration
   • Upstream network connectivity

Troubleshooting Focus

Sky support should check:

1. IP address assignment
2. DNS server accessibility
3. Upstream network connectivity
4. Exchange configuration beyond authentication

📋

[JimmyHutch1]

I'm currently having this problem also!!

Had fibre installed just over 3 weeks... I'm on my second Hub, my second wire, and awaiting my second engineer visit!!

internet failed the day it was installed, with slow flashing green light. Phone call and a hard reset, and it started working.

fast forward a week and a half. Slow flashing green light returns. Phone call, hard reset, etc did nothing, so they sent a new hub.

new hub came, but still wouldn't work!!

BT Openreach engineer came out and made some phone calls to his Openreach office. Problem solved and internet working again.

fast forward a week an a half, again... the dreaded green flashing!! Numerous phone calls, a new wire from ONT box to router, still not working! Now waiting on another engineer visit tomorrow!

been an absolute joke so far! If this happens again, I'm packing it in and going with Virgin!!

[grayerbeard]

The info I have been given which was a few days ago is that there is some problem with onboarding and/or activation.   This process must I think involve both the router firmware and processes in sky's network hubs. Its a complex area I only very dimly understand it.

According to the Sky info on the meaning of the lights on the hub, slow flashing green means activation OK but full connection not yet complete to the internet, so not a problem for your local Openreach people but for network specialists and router firmware guys.   

Sky know there is some sort of problem maybe with the onboarding process and they are now working hard to fix it.

I have had a total of over two weeks with no internet and before that was going through the repeated new hubs process with varied levels of success. (Like you).

I will be connected to a different ISP next Monday.

It sounds to me from what you are saying that some progress has been made so I expect soon this issue will be sorted.

[JimmyHutch1]

Update:

I'm still without internet. On to day 5 now!

Service I've had has been an absolute joke!

departments clearly not talking to each other.

i was initially told I would need an engineer call out. They gave me a period within 48 hours, where they said I would have a text from openreach as to when they'd be coming out. No text. Nothing!

rang, AGAIN, to enquire. Guy said that no engineer was coming, but it was a 'back office' problem which the network team are dealing with. Couldn't give me a timescale as to when my internet would be up and running!

told them to put me through to cancellations. Got through, and was told I couldn't cancel as 'an engineer visit had been booked', so had to wait for that to happen. So, told me the opposite to what the initial operator had told me!

absolute joke of a company!!

I've just ordered Virgin Fibre. First 3 months free and then £35 a month for 1Gb!

that's opposed to the £42 for 500Mb with Sky! RIP off prices with rip off customer service!

[grayerbeard]

Interesting.

I have made similar complaints and had a similar end result.

It does seem that there are some fundamental problems in Sky's customer support and technical operation that, if they don't sort it out, will leave more customers like us feeling equally wanting to jump ship.    We will never know what has been going on but clearly some sort of root and branch sort out is needed.

FTTP is very different from copper and requires a different approach and router firmware that is more help in diagnosing even when it is partly to blame.

[grayerbeard]

I feel I should add that when we got home from town today we found our broadband was back on. 

At that point it had been off for nearly 20 days.

I did some speed tests and found our speed had increased by about 40% up to the nominal speed we are paying for.

This was achieved without us doing anything and with the same slow flashing green light router we had sent to us two and a half weeks ago.  So the fix was entirely achieved by network people correcting the mysterious problem.

[JimmyHutch1]

They've obviously fixed something then, as mine came back on yesterday also.

[grayerbeard]

It will be interesting now to see if the technical support system gets revised at all.

It would be typical of my experiance of the inherant inertia in orginization if they reason "well we fixed this tech issue so what's the problem"; however serious shortcomings were exposed with the help docs etc in router and on line and the way issues are addressed and communicated to users.

[JimmyHutch1]

Obviously didn't completely fix the issue.

mines back off again!!

[grayerbeard]

Sorry to hear that mine was Ok right through till I left sky.  Plusnet now is  as fast (140) but the Router has less features in terms of WiFi modes but is more straightforward and easier to set up. For example you can enter your own authentication parameters if the auto system gets messed whereas I could not find any way to do that with a sky router.   Too clever stuff has unclever ways to go wrong.