Sky max hub - no internet - green blinking light

[Hopeful1]

You need to describe what colour the LED is showing and whether it is a solid light or flashing

If it is flashing, is it a slow blink or a fast strobe.

And if you can, open a web browser to the IP of the browser and post a screenshot of the firmware version

[Hopeful1]

@Owais1 , @Christ_protein , @mk7249, @eching 

Please post the Model number (should be visible on the outside of the modem) and post the firmware it is running (you will find this when opening an 'admin' session in a web browser that is pointed to the LAN IP of your router).

I want to check something.

Thanks in advance

[Hopeful1]

@Chrisee 

When you say this"I have no idea what the engineer meant but the DSLAM in the companion digital cabinet generate the VDSL signals which carry digital data from the cabinet to your home by using a series of high frequency carriers.  The  modem stage in the router converts those back into a digital signal and passes those to the router stage. Where there is still a POTS analogue voice service that is split in the main cabinet and goes back to the exchange over copper cables. etc"

It really matters not, I am telling you that if I plug in a SR102, I get Sky broadband connection. When the Openreach engineer tests the connection with his test modem, through my socket and down to the Sky backbone, he gets a connection.  Please, take it from me, the infrastructure is there and it's working. 

here is a picture which will show you the engineer's tester,  I have partially blurred out the Sky IP and my unique line number.

I hope this will help you let go of the equipment side of things and instead focus on the software side of things:

You are mentioning MAP-T and NAT.  AFAIK NAT is applicable to my home network.  It is the router's way of funneling several consumer devices, to one single publically visible IP address, without exposing the consumer devices.  Essentially, my Sky IP176.248.x.x is translated to 192.168.x.x (and a port)  You are now adding MAP-T to the mix, where you seem to indicate that the translation and mapping goes a step further, by including the DHCP side of things.  Interesting

The problem is simpler than that, after a firmware update on the white SR213, the modem is no longer able to obtain a public IP address.

Do you have a white Brick?  If so, can you a photo showing the model number and a screenshot showing the firmware?  Can you also go to the maintenance page and show your IPv4 address (albeit blurred).  That would really help me understand a few things.  (And just to make sure you understand what I am saying:  The original firmware allowed for this Map-T to work, but after an update, no IP address can be obtained.  That to me means we are dealing with a firmware issue, not a hardware/architecture issue.

You say: "Given there are many hundreds of thousands if not millions of each model of hub the fleet can be running more than one release this is entirely normal. Sky do not give details of what each release includes.".  Show me.  Show me numbers of how many White Hubs are out there, as s relative, as a proportion and how many of these are not in session, or have not been for 48 hours.  Otherwise, I have a stat for you: these are brand new, being sent out for new customers, and there aint 6 million new customers!

You say: "One of the perks of being a forum superuser is we have access to other Sky staff including in this case a briefing by the chief network architect".  please could you ask your network architect, to explain in what scenario the MAP-T would not be negotiated and "the system" would fall back on traditional IPv4.  I'd love to see if this is possible with a white SR213.  For sure, the SR102, simply does not support the MAP-T protocol and presto, I have a solid connection.

You say:"This is massively off topic for this thread the green flashing led on a SR213 cannot be caused by IP addressing issues it is a failure to negotiate a connection.."

Please can you point to a document which details what conditions need to be met, for the green light to slowly pulse?  Can you also hypothesise why there would be a failure to negotiate a connection?

Please, upload the photos as requested above, I think it would help in us getting a common understanding of my issue and your knowledge

Thanks

[Chrisee]

@Hopeful1 I give up.

[Hopeful1]

@Chrisee 

before you give up, do you think you could give the information I need to prove or disprove my theory?

Your signature says you have a Sky SR213(white Wifi Max hub), could you dump info on your firmware?

[Suzi8h]

Hi all, 

I have been on the same loop with sky now for 5 weeks with the hub going down on Tuesday afternoons to flashing green light from any time up till the Friday morning. 

Have tried different wires, ports, new hub and it makes no difference. Most weeks it's back up by the network team escalate the ticket and so they just close it as resolved.

Happy to have a look at the firmware we have on ours and see if its a match. I asked for an old hub but was told they are no longer available sadly.

If this sounds the same as you please let me know. I feel like I am going insane and know I am getting more frustrated at reps with each call when I really don't want to.

[Suzi8h]

Sorry now found the firmware- SR213_7.9p1s3_PROD_sey @Hopeful1 

Believe same model as yours (previous post(

[Hopeful1]

@ Suzithis seems to be a newer version, perhaps indicating that they are trying to fix it?

Go to Gateway>Connections>Sky Network.  On this page, you should have 2 subheading: "Sky Network" and "DSL Modem.  Make and attach a screenshot of both the data, but the bit you are looking for, is whether the "DHCP Client (IPv4)" is "Enabled".  same for v6.  My guess is that this has been set to Disabled?

I have actually sent back the 3 modems that bricked... They come in fine, connect and work for 3 minutes, then they reboot and from then on, slow blinking green light.

[Suzi8h]

 

Does this mean next Tuesday I am going go down again if only one is disabled do you think? @Hopeful1 

[Hopeful1]

@Suzi8h 

From the screenshot, I am going to assume that your "Internet" is working.  It seems to indicate that you are connected to Sky's network and that you have a v6 IP address, which allows you to surf the web and in turn have the web send you (your requested) data.

Interestingly, the version of your MODEM software, is a v7.  I returned my 3 modems when it was still at v6

Should your connection go down on Tuesday, go back to the same page and make a record of it.  I suspect neither the V4 nor the V6 will be populated and all the data that you have redacted, will actually show anything.  But i'd be interested to know so if you could post it here...

At this point:

1.  Run the sky service checker.  Either via the App on your smartphone or via the sky website https://www.sky.com/servicechecker (off course, this gets tricky when you don't actually have internet....Sky, take note)

2. If the results come back showing a problem. Make a record and timestamp it.

3.  Call Sky.  Now that you have run the test, there should be a marker against your account and it will possibly be easier to get through to them.

4. Make it clear this is a recurring problem and that you want the reference for that fault and that you want 2nd line/network team to get back to you.  Ask what the Estimated Response Time will be!

5. Perhaps ask that, since your service goes down every week, that you should be entitled to financial compensation?