Strange FTTC issue connected but no internet (SKY)

Hi all,

I have a strange situation and impasse with Sky for the following problem, I will keep it brief but wondered with the learned community on here can assist.

The router is connected but I do not get any internet.

Sky
FTTC
Exchange: LSWOO
Upstream 39mb / Downstream 10mb
Sky Q Hub 3.0 - ER115 (FW:2.09.2510.R)
Modem Status = Connected
IP Address = YES
Line Rate Up and Down as above
All lights green on the face of the router
Connection Status and Statistics pages within router showing connected etc.

However that said irrespective of whether I connected via wireless or Ethernet I cannot use the internet, tried multiple different devices including the laptop which I am using now via my 4G hotspot to make this post. The devices simply report a DNS issue with the router as to why I cannot connect ot the internet.

By the way DNS non configurable on the router but here are the details.
DNS Server
Primary 90.207.238.97
Secondary 90.207.238.99

Called Sky they did the line tests etc and according to them there is a fault within the property, and despite me telling them the router details as above because they were unable to access the router they simply stating there is no equipment connected. They are sending an engineer in 7 days time to look at the problem.
I am connected to the Master socket directly (face plate on or off no difference) no other equipment plugged in.

In years gone by I have had multiple ISP broadband issues that are either equipment or line issues etc but this one does not fit the bill. The router is connected I have all the stats ad live interval polling data telling me, I just cannot browse the web. Anyone?.......

Edited by deleted (Fri 31-May-19 16:26:59)

Are you sure you copied the data down right, since the upstream and downstream appear the wrong way around.

If you look up the IP address the router is given and do a trace route/ping to that IP address on another computer what happens?
If you ping a known IP address from a device connected to the Sky router, does the IP address respond i.e. avoiding any DNS lookups

You mention DNS - so worth checking that you are allowing your devices to get this automatically from the router since https://www.ispreview.co.uk/index.php/2019/04/firmwa...
may apply.

Cabinet 49 by chance?

I think one of my mates had something similar. On his SR102 he had a non-documented combination of lights.

Engineer came out and eventually swapped something in the street cab to another port and that fixed it.

Yes apologies mixed and up/down stream figures.

So since I made the post, until 10 mins ago nothing was working, I noticed the Green connection broadband light extinguish from Green to amber blinked for while and went green again, check the connection and it works again.

I note in the router config page I now have IPV6 gateway/IP addresses now where as before this was all blank and only IPv4 was present.

So for no reason at all its working again without anyone doing anything.

Yes I think so indeed, how come?

Certainly didn't resolve itself.
There is likely to have been a network issue between the DSLAM and headend which has either been fixed or worked around

Well it could be that witchunt might have knowledge of issues affecting service. So when you mentioned your exchange he could have made an informed guess.

If so, then it seems likely Openreach are aware of an issue with some of their kit on that DSLAM