White light on white SkyHub but no internet

[Bart94]

Hi I've got problem with my SkyHub today, it was working fine until today. It still shows white light but we don't have internet on any device. PC that is connected via ethernet, WiFi devices.

I have already tried to restoring it to factory settings but whenever we want to connect with any device it's says "login to getaway" which I do (admin + WiFi password works) then on gateway page it shows that both ethernet and WiFi are ok. 

In Diagnostic Tools > Test Connectivity Results > 

 

[bignutbrown]

Experiencing exactly the same problem myself today. It started early in the morning around 1:30am for me. The broadband checker says there is a problem connecting to the hub but the settings of the hub tell me it is ok. Been 12 hours now.  

[Mark+Inch]

This is a known fault that SKY are working on. Ive had no internet for 5 days and earliest resolution is no tomorrow (Tuesday)!

[bignutbrown]

Thanks for that. Would be good if they could put this up on their service checker instead of having people fish around wasting time trying to find out for themselves. 

Will give them a ring when I get in. Not paying for this garbage much longer if they cant sort it out. 

[Bart94]

Yeah in the Sky App it shows my hub as offline even that gateway page shows that it's all ok and there is white light on hub.

 

[Bart94]

@bignutbrown just called sky explained what I have done to try and fix it and nothing worked, so guy said it might be a software issue on the hub, they gonna send replacement tomorrow so we will see if it fixes problem.

[Mark+Inch]

The Hub is the problem, seems the network update doesn't work with them. When I first contacted SKY they asked if I had my previous hub to try connecting. Bit of a strange question considering they threatened to charge me for it if I didn't return it. But it proved that they knew it's the new hubs that are the root cause of the outage.

[bignutbrown]

Well that's just great. I'll try and get on to them later on then and see what they say to me too