Connected to router, but no internet

[Pipedreams86]

Hi all, I own a 65" Sky Glass and a Sky Stream puck. They are connected by Ethernet to my router, which if it helps is an OpenWRT router. No matter what I do, I cannot get an internet connection on either device, and I get an error that my broadband seems to be down etc. 

If I try Ethernet cable they won't get an IP address, even though I have reserved the MAC address/IP addresses they were using before. If i connect via Wi-Fi  they show a tick by the first option, to show that they are connected to the router, but an X for internet connection. 

I have tried so far unplugging them for awhile, even overnight with no changes. Changed a couple of solutions I saw on here like the option for networked standby mode, switching off Wi-Fi when connected by Ethernet, etc. Tried a factory reset on the puck (didn't want to try the glass yet if it didn't help the puck, which it didn't) and not sure what else to try?

My bills are paid and in good standing etc, and in fact earlier in the year I had a direct debit issue when changing banks that resulted in non payment and at that point I was instead shown a different error message telling me to contact Sky to pay my bill etc, not this internet error message. Not sure if there is a setting I'm missing on the router? 

[Tim+Adams]

Hi @Pipedreams86 

If you unplug the ethernet and then go to settings and network, then move across and select resets and confirm.  You should then get a connection screen, if you plug the ethernet in and select ethernet do you still get no connection?

Thanks,

Tim

[Pipedreams86]

Hi, yes unfortunately, I just tried it and still the issue of being connected to the router but no internet connection...I have reserved the MAC address and IP of the sky glass in my router 

[Pipedreams86]

P.s not sure if this is relevant but I use a VPN on my router...but all other devices have perfect internet with 500mbps on Ethernet, so I don't think it can be that

[Tim+Adams]

That points to the router / VPN

Are you able to switch the VPN off and try? You may need to restart the glass / stream that you are testing on after you turn the VPN off.

Thanks,

Tim

[TimmyBGood]

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@Pipedreams86 wrote:

P.s not sure if this is relevant but I use a VPN on my router...

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A VPN landing outside the UK should cause all Glass/Stream functions to be blocked.  Even a UK IP address at the other end of a VPN might well trigger Sky systems designed to block VPNs being used with the aim of facilitating overseas streaming.

[Pipedreams86]

Hmmm interesting, it is a UK IP address on the vpn so I thought it would be ok...the weird thing is Sky Go is working fine on my Apple TV and ipad etc with the same router/vpn setup...

[Tim+Adams]

Try with the VPN disabled and see if it works on Glass / Stream.

Thanks,

Tim

[TimmyBGood]

@Pipedreams86 

Although it may not be related to your issue I suspect Sky are working rather harder at VPN detection with Glass/Stream because they really don't want those permanently migrating to live elsewhere in the world.  Go, by definition, is 'portable', although rather less so than before Brexit.

[Bakes88]

Did this get resolved? Same issue so factory reset and now can't get in at all...

[Tim+Adams]

Hi @Bakes88 

There is currently an issue that started today and is being investigated.

https://helpforum.sky.com/t5/Glass-Stream/Virgin-internet-connection-problem/m-p/4265705#M89549 

Unfortunately there was no need to factory reset as that will not solve the issue.

Thanks,

Tim

[Bakes88]

Ahh ok, thanks @Tim+Adams 

[Tim+Adams]

Hi @Bakes88 

I think you'll need to wait for the internet issue to be fixed and then try activation. Unfortunately it's a matter of waiting. 

Thanks,

Tim

[Tim+Adams]

Hi @Bakes88 

Just checking back to see if you're active again now?

Thanks,

Tim

[Sons+FC]

I have the same problem. Connected via 3's 4G network. It keeps telling me that it is connected to the router but no connection to internet. 

I don't understand how it can connect to the router and not the Internet. I have tried the usual fixes, switching off and in, multiple password entries but nothing works.