Voice light orange, no internet.

[MichaelAnnmarie]

I know that others have had this issue in the past but am unsure what the solution was.

I have ultrafast fibre and randomly the voice light turns orange and all received internet access stops but other lights are all Green.

it stays like this for a while then internet comes back on before voice light finally returns to green. Whole process only took half an hour tonight but sometimes we just give up trying to watch things because of it. Engineers have been out but it never does it when they are here. Usually late at night, around 1:30am but was only 9:30 tonight.

[mae-3]

@MichaelAnnmarie 

The issue can usually be further isolated by examining the Support Recent Activity log on the Sky router via its web interface at HTTP://192.168.0.1 under the Support Tab. If you copy and paste that log to the forum or just examine it for DHCP lease expiring that is usually the reason for short failures which is down to the Sky headend at the telephone exchange's lack of issuing a lease for the public IP address at an educated guess?

[MikeNN]

Hi. Did you get it resolved? I am having the same issue today. Upgraded to ultrafast on Friday, ran lovely over the weekend and started dropping out today. Noticed Voice light turning amber every so often, and the internet is extremely slow. Download is fluctuating between 40-80Mb/s but upload of well below 1Mb/s.

[james+rayner]

I have exactly the issue with my ultrafast broadband too. To get the Internet back up and running within minutes, unplug from the mains, take the lead out of telephone wall socket for about a minute. Then put the lead back into telephone wall socket, plug the mains lead back on wait to hub boot up all lights with go back to green and service back to normal until next time. I have an ongoing complaint with executive office regarding this issue.  I've had sky broadband engineer out, open reach engineer twice and new parts on telegraph pole and still not fixed. This needs major investigation by open reach in my humble opinion. 

[mae-3]

@james+rayner 

If one needs assistance, more than willing to analyse the situation and resource allocation and whether a fault is present, and it does sound like one is right and an issue is present. One shouldn't have to reboot everything every five minutes to maintain connectivity to the internet library.

Will need router stats, to analyse those details to start. And help one analyse the Support log if needed.

[T+McLaughlan]

 

[T+McLaughlan]

My internet has all of a sudden stopped working. There are orange lights at 'internet' and 'voice' other 2 lights are green. Seems it's an ongoing issue for many. I have tried rebooting it (pulling out from sockets etc) on numerous occasion over the last few hours to no avail.

any advice welcome 

[Highlinder]

@T+McLaughlan Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

[ELK123456]

I hope someone can help - I've been reading problems the same as mine. I have no internet!  Basically my voice light on the box is orange and I've tried turning it off, making sure the plug is not through an extension lead and various other bits but nothing seems to correct it. When I do an internet check steps one and two are fine but step three just comes up with an error! Help please! Does anyone have any solutions before I have to phone Sky? Thanks 

[james+rayner]

I have experienced the same voice goes orange or red. After making a complaint to CEO of Sky I got an answer after several Sky broadband and open reach engineers visits. Two issues were found. Number 1- my ultrafast broadband service was further away from the street box recommended distance of within 300 metres, mine was 354 metres away street box. Sky at fault for wrong information. Number 2 my cable from the telegraph to my property pole was faulty and worn through to the cable. But being over the recommended distance from the street box is big issue. Sky compensated me nearly £200 for that reason. But only got this sorted by email to Sky CEO. If this is happening all the time best course of action, you should take. Customer service were useless for me getting it sorted. Ceo best option. 

[Badinternet123]

Been having the same problem, these are my hub stats 

0:21 syslog: [ 20.958000] eth1 (Ext switch port: 1) (Logical Port: 9) Link DOWN.
-0:00:23 syslog: [ 22.968000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 100 mbps full duplex
-0:00:25 syslog: [ 25.029000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 1000 mbps full duplex
-0:00:25 syslog: [ 25.062000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
-0:00:37 syslog: [ 33.431000] Line 0: xDSL link down
-0:00:38 syslog: [ 38.438000] Line 0: xDSL link down
-0:00:47 syslog: Voice Disconnected
-0:00:50 syslog: Voice Connecting
-0:00:54 syslog: [ 49.438000] Line 0: xDSL link down
-0:00:59 syslog: Voice Disconnected
-:01:36 syslog: sky dhcpc client (v0.0.1) started
-:01:48 syslog: sky dhcpc client (v0.0.1) started
-01:53 syslog: eth3.1 - WAN link UP.
-:01:53 syslog: Received valid DHCP lease from server. Connection UP.
-:53 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
-:01:54 syslog: Send out NTP request to ntp1.isp.sky.com
17:30:39 syslog: Time has been set from ntp1.isp.sky.com
17:30:39 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
17:30:44 syslog: bind 0.0.0.0 - Address already in use
17:30:44 syslog: bind 0.0.0.0 - Address already in use
17:30:44 syslog: bind 0.0.0.0 - Address already in use
17:30:44 syslog: bind 0.0.0.0 - Address already in use
17:30:50 syslog: WAN IPV6 UP
17:30:50 syslog: Voice IP Connection Up: [content removed]
8 17:30:50 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
17:30:52 syslog: TR69: Connect to Production ACS
17:30:52 syslog: TR69: Connection to ACS Complete
08 17:30:56 syslog: TR69: Voice Line SIP configuration received
17:30:56 syslog: TR69: Close ACS Connection
17:30:56 syslog: Voice Disconnected
17:31:00 syslog: Voice Connecting
17:31:00 syslog: Voice HARDENING
17:31:00 syslog: Voice Connected
17:31:01 syslog: Voice Disconnected
17:31:06 syslog: Voice Disconnected
17:31:10 syslog: Voice Connecting
8 17:31:10 syslog: Voice Connected
08 17:57:15 syslog: Lease renewed 3600 ip
18:00:36 syslog: WAN IPV6 UP
18:21:51 syslog: Lease renewed 3600 ip
18:30:36 syslog: WAN IPV6 UP
18:42:59 syslog: WAN IPV6 UP
18:50:58 syslog: Lease renewed 3600 ip
19:12:59 syslog: WAN IPV6 UP
19:18:34 syslog: Lease renewed 3600 ip
19:38:02 syslog: Send out NTP request to ntp1.isp.sky.com
19:38:02 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
19:38:03 syslog: System time is up to date
19:39:40 syslog: [ 7854.682000] eth2 (Ext switch port: 2) (Logical Port: 10) Link DOWN.
19:43:00 syslog: WAN IPV6 UP
19:43:46 syslog: Lease renewed 3600 ip
20:05:20 syslog: TR69: Connect to Production ACS
20:05:20 syslog: TR69: Connection to ACS Complete
20:05:26 syslog: TR69: Close ACS Connection
20:11:58 syslog: Lease renewed 3600 ip
20:13:00 syslog: WAN IPV6 UP
20:42:52 syslog: Lease renewed 3600 ip
20:43:00 syslog: WAN IPV6 UP
20:51:02 syslog: [12136.584000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 1000 mbps full duplex
20:51:05 syslog: [12139.623000] eth2 (Ext switch port: 2) (Logical Port: 10) Link DOWN.
20:51:08 syslog: [12142.659000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 1000 mbps full duplex
20:55:02 syslog: [12376.614000] eth2 (Ext switch port: 2) (Logical Port: 10) Link DOWN.
21:10:29 syslog: Lease renewed 3600 ip 1
21:13:00 syslog: WAN IPV6 UP
21:18:31 syslog: WAN IPV6 UP
21:18:51 syslog: Lease renewed 3600 ip
21:24:41 syslog: Voice IP Connection Down
21:24:41 syslog: WAN IPV6 DOWN
21:24:43 syslog: Voice Disconnected
21:24:52 syslog: WAN IPV6 UP
syslog: Voice IP Connection Up: [content removed]
21:24:52 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
21:24:54 syslog: Voice Disconnected
21:24:58 syslog: Voice Connecting
21:25:45 syslog: Voice Connected
21:26:43 syslog: Lease renewed 3600 ip
21:29:58 syslog: No lease renewal received
21:30:01 syslog: eth3.1 - WAN link DOWN.
21:30:01 syslog: DHCP lease expired from server. Connection DOWN.
21:30:04 syslog: DHCPC_STATE_REQUESTING no valid response received. Falling back to DHCPC_STATE_START_DISCOVERY
21:30:10 syslog: eth3.1 - WAN link UP.
21:30:10 syslog: Received valid DHCP lease from server. Connection UP.
21:30:10 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
21:30:31 syslog: bind 0.0.0.0 - Address already in use
21:30:31 syslog: bind 0.0.0.0 - Address already in use
21:30:31 syslog: bind 0.0.0.0 - Address already in use
21:30:31 syslog: bind 0.0.0.0 - Address already in use
21:38:03 syslog: Lease renewed 3600 ip
21:53:24 syslog: Send out NTP request to ntp1.isp.sky.com
8 21:53:24 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
21:53:24 syslog: System time is up to date
21:54:44 syslog: WAN IPV6 UP
21:59:01 syslog: WAN IPV6 UP
22:10:09 syslog: Lease renewed 3600 ip
22:26:43 syslog: Lease renewed 3600 ip
8 22:29:01 syslog: WAN IPV6 UP
8 22:32:39 syslog: No lease renewal received
8 22:32:41 syslog: eth3.1 - WAN link DOWN.
8 22:32:41 syslog: DHCP lease expired from server. Connection DOWN.
22:32:47 syslog: eth3.1 - WAN link UP.
22:32:47 syslog: Received valid DHCP lease from server. Connection UP.
22:32:47 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
22:33:03 syslog: bind 0.0.0.0 - Address already in use
22:33:03 syslog: bind 0.0.0.0 - Address already in use
8 22:33:03 syslog: bind 0.0.0.0 - Address already in use
22:33:03 syslog: bind 0.0.0.0 - Address already in use
22:57:17 syslog: Lease renewed 3600 ip
22:59:01 syslog: WAN IPV6 UP
23:27:17 syslog: Lease renewed 3600 ip
8 23:29:01 syslog: WAN IPV6 UP
52:46 syslog: WAN IPV6 UP
23:53:24 syslog: Lease renewed 3600 ip
00:15:37 syslog: Send out NTP request to ntp1.isp.sky.com
00:15:38 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
9 00:15:38 syslog: System time is up to date
9 00:19:48 syslog: Lease renewed 3600 ip
9 00:22:46 syslog: WAN IPV6 UP
9 00:45:54 syslog: Lease renewed 3600 ip
00:52:47 syslog: WAN IPV6 UP
01:14:42 syslog: Lease renewed 3600 ip
01:22:47 syslog: WAN IPV6 UP
9 01:40:48 syslog: Lease renewed 3600 ip
9 01:52:47 syslog: WAN IPV6 UP
01:58:51 syslog: WAN IPV6 UP
02:13:13 syslog: Lease renewed 3600 ip
02:17:25 syslog: Send out NTP request to ntp1.isp.sky.com
9 02:17:25 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
9 02:17:25 syslog: System time is up to date
9 02:28:51 syslog: WAN IPV6 UP
02:39:36 syslog: Lease renewed 3600 ip
9 02:57:00 syslog: WAN IPV6 UP
9 03:04:12 syslog: Lease renewed 3600 ip
03:14:21 syslog: Lease renewed 3600 ip
09 03:14:30 syslog: WAN IPV6 UP
9 03:17:01 syslog: Voice IP Connection Down
9 03:17:01 syslog: WAN IPV6 DOWN
9 03:17:06 syslog: Voice Disconnected
9 03:17:17 syslog: WAN IPV6 UP
9 03:17:17 syslog: Voice IP Connection Up: 2a02:c7c:445a:1400::1/64
09 03:17:17 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
9 03:17:19 syslog: Voice Disconnected
9 03:17:23 syslog: Voice Connecting
9 03:17:23 syslog: Voice Connected
9 03:36:05 syslog: Voice IP Connection Down
9 03:36:05 syslog: WAN IPV6 DOWN
9 03:36:05 syslog: Voice Disconnected
9 03:36:16 syslog: WAN IPV6 UP
9 03:36:16 syslog: Voice IP Connection Up: 2a02:c7c:445a:1400::1/64
9 03:36:16 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
9 03:36:17 syslog: Voice Disconnected
9 03:36:21 syslog: Voice Connecting
9 03:36:21 syslog: Voice Connected
9 03:39:22 syslog: Lease renewed 3600 ip
03:42:53 syslog: WAN IPV6 UP
9 03:48:34 syslog: Voice Disconnected
09 03:48:47 syslog: No lease renewal received
09 03:48:49 syslog: eth3.1 - WAN link DOWN.
9 03:48:49 syslog: DHCP lease expired from server. Connection DOWN.
9 03:48:55 syslog: eth3.1 - WAN link UP.
9 03:48:55 syslog: Received valid DHCP lease from server. Connection UP.
09 03:48:55 syslog: Voice Connected
9 03:48:55 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
9 03:48:59 syslog: bind 0.0.0.0 - Address already in use
9 03:48:59 syslog: bind 0.0.0.0 - Address already in use
9 03:48:59 syslog: bind 0.0.0.0 - Address already in use
9 03:48:59 syslog: bind 0.0.0.0 - Address already in use
9 03:51:15 syslog: Lease renewed 3600 ip
9 03:51:25 syslog: Voice IP Connection Down
9 03:51:25 syslog: WAN IPV6 DOWN
9 03:51:25 syslog: Voice Disconnected
9 03:51:36 syslog: WAN IPV6 UP
9 03:51:36 syslog: Voice IP Connection Up: 2a02:c7c:445a:1400::1/64
9 03:51:36 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
9 03:51:38 syslog: Voice Disconnected
9 03:51:42 syslog: Voice Connecting
9 03:51:42 syslog: Voice Connected
9 03:55:41 syslog: No lease renewal received
9 03:55:43 syslog: eth3.1 - WAN link DOWN.
9 03:55:43 syslog: DHCP lease expired from server. Connection DOWN.
9 03:55:48 syslog: eth3.1 - WAN link UP.
9 03:55:48 syslog: Received valid DHCP lease from server. Connection UP.
9 03:55:48 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
03:56:07 syslog: bind 0.0.0.0 - Address already in use
03:56:07 syslog: bind 0.0.0.0 - Address already in use
03:56:07 syslog: bind 0.0.0.0 - Address already in use
9 03:56:07 syslog: bind 0.0.0.0 - Address already in use
04:01:49 syslog: Voice IP Connection Down
9 04:01:49 syslog: WAN IPV6 DOWN
9 04:01:56 syslog: Voice Disconnected
9 04:02:35 syslog: WAN IPV6 UP
9 04:02:35 syslog: Voice IP Connection Up: 2a02:c7c:445a:1400::1/64
04:02:35 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
9 04:02:37 syslog: Voice Disconnected
9 04:02:41 syslog: Voice Connecting
9 04:02:41 syslog: Voice Connected
04:27:30 syslog: Lease renewed 3600 ip
9 04:31:35 syslog: [39769.222000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 1000 mbps full duplex
9 04:31:38 syslog: [39772.259000] eth2 (Ext switch port: 2) (Logical Port: 10) Link DOWN.
04:31:41 syslog: [39775.282000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 1000 mbps full duplex
9 04:32:28 syslog: WAN IPV6 UP
04:35:53 syslog: [40027.474000] eth2 (Ext switch port: 2) (Logical Port: 10) Link DOWN.
04:37:23 syslog: Send out NTP request to ntp1.isp.sky.com
04:37:24 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
04:37:24 syslog: System time is up to date
9 04:52:22 syslog: No lease renewal received
9 04:52:24 syslog: eth3.1 - WAN link DOWN.
09 04:52:24 syslog: DHCP lease expired from server. Connection DOWN.
09 04:52:30 syslog: eth3.1 - WAN link UP.
9 04:52:30 syslog: Received valid DHCP lease from server. Connection UP.
9 04:52:30 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
09 04:52:42 syslog: bind 0.0.0.0 - Address already in use
04:52:42 syslog: bind 0.0.0.0 - Address already in use
9 04:52:42 syslog: bind 0.0.0.0 - Address already in use
9 04:52:42 syslog: bind 0.0.0.0 - Address already in use
09 05:02:28 syslog: WAN IPV6 UP
9 05:20:01 syslog: Lease renewed 3600 ip
9 05:31:48 syslog: WAN IPV6 UP
09 05:34:20 syslog: Lease renewed 3600 ip
9 06:01:48 syslog: WAN IPV6 UP
06:05:59 syslog: Voice IP Connection Down
9 06:05:59 syslog: WAN IPV6 DOWN
9 06:06:01 syslog: Voice Disconnected
9 06:06:31 syslog: No lease renewal received
9 06:10:33 syslog: WAN IPV6 UP
9 06:10:33 syslog: Voice IP Connection Up: 2a02:c7c:445a:1400::1/64
06:10:33 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
9 06:10:35 syslog: Voice Disconnected
09 06:10:39 syslog: Voice Connecting
06:10:55 syslog: Voice Connected
9 06:14:26 syslog: WAN IPV6 UP
06:38:32 syslog: DHCP lease expired. -> DISCOVERY 3600
9 06:38:33 syslog: eth3.1 - WAN link DOWN.
06:38:33 syslog: DHCP lease expired from server. Connection DOWN.
06:38:39 syslog: eth3.1 - WAN link UP.
06:38:39 syslog: Received valid DHCP lease from server. Connection UP.
06:38:39 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [content removed]
6:38:39 syslog: TR69: Connect to Production ACS
09 06:38:39 syslog: TR69: Connection to ACS Complete
6:38:41 syslog: Voice Disconnected
6:38:43 syslog: TR69: Close ACS Connection
06:38:44 syslog: bind 0.0.0.0 - Address already in use
6:38:44 syslog: bind 0.0.0.0 - Address already in use
6:38:44 syslog: bind 0.0.0.0 - Address already in use
06:38:44 syslog: bind 0.0.0.0 - Address already in use
:40:29 syslog: Voice Connected
06:43:26 syslog: Lease renewed 3600 ip
06:44:26 syslog: WAN IPV6 UP
52:47 syslog: Send out NTP request to ntp1.isp.sky.com
:52:48 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
06:52:48 syslog: System time is up to date
7:02:06 syslog: Lease renewed 3600 ip
3 syslog: [49536.168000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 1000 mbps full duplex
6 syslog: [49539.223000] eth2 (Ext switch port: 2) (Logical Port: 10) Link DOWN.
:14:26 syslog: WAN IPV6 UP
4:30 syslog: [49543.270000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 1000 mbps full duplex
:07 syslog: Lease renewed 3600 ip
7:44:26 syslog: WAN IPV6 UP
7:57:19 syslog: Lease renewed 3600 ip
:14:27 syslog: WAN IPV6 UP
22:31 syslog: Lease renewed 3600 ip
8:44:27 syslog: WAN IPV6 UP
:46:31 syslog: Lease renewed 3600 ip
:06:32 syslog: Send out NTP request to ntp1.isp.sky.com
:06:32 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
9:06:32 syslog: System time is up to date
09 09:14:27 syslog: WAN IPV6 UP
:17:07 syslog: Lease renewed 3600 ip
44:27 syslog: WAN IPV6 UP
:47:43 syslog: Lease renewed 3600 ip
0:14:27 syslog: WAN IPV6 UP
0:07 syslog: Lease renewed 3600 ip
:44:27 syslog: WAN IPV6 UP
5:49 syslog: Lease renewed 3600 ip
4:27 syslog: WAN IPV6 UP
11:26:43 syslog: Lease renewed 3600 ip
11:30:30 syslog: Send out NTP request to ntp1.isp.sky.com
11:30:30 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
11:30:30 syslog: System time is up to date
11:44:27 syslog: WAN IPV6 UP
9 11:56:43 syslog: Lease renewed 3600 ip
9 12:14:27 syslog: WAN IPV6 UP
09 12:31:31 syslog: Lease renewed 3600 ip
-09 12:44:27 syslog: WAN IPV6 UP
9 12:57:19 syslog: Lease renewed 3600 ip
13:08:53 syslog: WAN IPV6 UP
13:25:32 syslog: Lease renewed 3600 ip

Moderator note: personally identifiable information removed

[Highlinder]

@Badinternet123  That is not your hub stats, that is your syslog.

Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

[Mr+Slant]

Don't think he'll have any stats to show, looks like the log from a FTTP connection to me. Also looks like the IPv4 address lease isn't being renewed while IPv6 is. We had this for a couple of weeks in the summer - never did get to the bottom of it as I swapped out the Sky router for a Mikrotik.

[Highlinder]

@Mr+SlantLooking to see if there has been any disconnects with the uptime of the router.

[james+rayner]

It's sorted now. My cable from the telegraph pole to my property was worn right through the outer casing in three places, new cable installed all fine now