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For the last few days my fibre connection does not access the internet ( on and off) the openreach modem lights are on all the time just the sky hub internet light does not show connected
Sky are charging me £40 for a replacement router as they say this is the fault is this right as the connection was working friday all days saturday was all fine to sunday stoped in early hours of morning returned around lunchtime today stoped early hours of morning and still no connection
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Try resetting the Hub to factory defaults.
Oliver.
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Already done that. Its so anouying as could have paid for a new hub for the same problem to be present
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Have you logged into the Sky Hub web interface to see if there are any messages?
Reseting the hub as described sounds a wise idea, and as for Sky charging you £40, as Sky don't provide your username/password you are locked into their hardware, so that is your leverage to insist they send a replacement for free if the reset does not work for you.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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No messages on the web interface. Already spoke to 2 tech support ppl who both said the router is at fault when i said about being locked to sky hardware they said after 12 months the router belongs to the customer and if it breaks a new 1 must be brought i then told them this is stupid as i cant test any other router so was left with no choice but to buyva new router i told them if this doesnt work i will be canceling so now left with no internet till the new hub arrives
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Standard Sky behaviour that they use on the set-top boxes.
Ask them for your username and password that will allow you to use your own router, and if they do not provide it, ask to speak to a manager to request why consumers are locked into the Sky routers and that you will be taking legal advice.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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No messages on the web interface. Already spoke to 2 tech support ppl who both said the router is at fault when i said about being locked to sky hardware they said after 12 months the router belongs to the customer and if it breaks a new 1 must be brought i then told them this is stupid as i cant test any other router so was left with no choice but to buyva new router i told them if this doesnt work i will be canceling so now left with no internet till the new hub arrives
Any SKY router will work on your line and your router will work on any other SKY BB connection as the account name and password are derived from the MAC address.
A non-SKY router will work if it can supply the login details via the DHCP data. Billion and other router providers do this.
Do you know anyone else with SKY BB so you can try their router?
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These details work on ADSL:
Encapsulation: PPPoA
Username: [email protected]
Password: install
VPI: 0
VCI: 38
Multiplexing: VC-BASED
MTU: 1500
What I am curious to know if the same username and password can be used on Sky's authenticated DHCP setup on FTTC. Can anyone try it?
Oliver.
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Do they work for Sky customers who have only every being a Sky customer?
Might have to give those settings a go later on today
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Do they work for Sky customers who have only every being a Sky customer?
The details above work for every Sky customer on PPPoA.
Oliver.
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Every one i know on sky has the old sagem router which will not work on fibre. Will see what happens when new router arrives if it doesnt work i will be ditching sky and getting a refund for the new router
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A friend of mine had a similar problem
His internet wasn't working but the sync light on the router was flashing and sky charged him for a new router and that didn't work either.
It took Sky 2 months to track down the issue that they had switched his internet connection off for non payment as they took down wrong details for his Direct Debit when he switched banks.
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http://www.speedtest.net/result/2943275661.png |
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The sky hub internet light does not even flash orange it does nothing like its not being requested to authenicate
Edited by deleted (Mon 24-Feb-14 22:56:53)
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The sagem black N router works fine on fibre. I had it myself at the start. A new router on Sky takes a good 2 hours to authenticate though. So when you connect it will take 2 hoursish before it syncs properly. So just wait.
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Ok so now for the interesting part came home from work today and my broadband connection is back up with the router that's supposedly broken.
Last night I called my cousin who works for sky developing and testing set to boxes and gave him my account details now when i connected to the internet it asked me to setup my skyshield parental control rubbish it looks like sky my have re provisioned my order and when I called them up it said my account had been having issues and my call was being prioritised the lady on the over end of the phone had no idea why it was suddenly working I have been told if its still working when the new router arrives to send it back and they will refund it and the amount for the loss of internet
Edited by deleted (Tue 25-Feb-14 19:15:15)
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Ok so to add i have set the router back up to how i had it prior to sky getting me to reset it. It seems to be working fine and is showing its been conneced for 1 hour and 30 mins but every now and then websites will not load and if i try to ping them i get a message saying request timed out this happens for about 20 secounds and then carries on working so i believe the issue is at the exchange or the fibre cabinet
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Just given the settings a try and yes they do work, using an Asus DSL-N55U
And the IP address seems to be marked as an O2 block by us
Edited by MrSaffron (Wed 26-Feb-14 17:06:04)
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Just given the settings a try and yes they do work On FTTC?
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Oops forget we have the choice of both these days.
No was just on ADSL2+
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Update lost internet connection again around 1pm has not been back on since openreach modem is fine just sky hub wont authenicate. Got a free new black hub from my cousin stuck this on the line just got to leave it for a few hours if desnt work will ring sky and demand an engineer be sent to the exchange/cabinet
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