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I've been with O2 a few years and things have been fine. Last week or so I've come home and found that whilst I have a broadband connection, I can't connect to anything on the WAN side of the O2 Wireless II box.
Looking in the router interface there has been an ADSL connection but not an ADSL2Plus or Static connection.
Sky "Technical Support" are an absolute joke as their "support" consisted of "Have you turned it off an on?" "Can you do a factory reset" followed by "It's an O2 router and we don't support those, we'll send you a Sky hub and you may have to wait 3-5 days".
So, after doing lots of power cycles I think I've spotted a bit of a theme, which is if the router get an IP address in the 9x.x.x.x range the connection doesn't work.
Get an IP in the 7x.x.x.x or 4x.x.x.x range and it does work.
Seems there is no way to speak to anyone technical at Sky so I'm stuck waiting on their router, but it would look like this isn't a router or line issue?
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Hmm so I've tried two other routers and all show the same symptom which is that the DSL connection is up and the ADSL connection is up and an external IP is acquired but nothing, including the routers inbuilt diags, can get to anything on the WAN side.
It's almost pot luck when I reboot as to what IP address I get and whether it works.
Very tempted to just [censored] off to AAISP since this has been a real eye opener that it might be cheap but when there's a problem you get what you pay for.
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So when your servive is ok and then when it is not ok, you can ping and get to.
Your router lan ip address
Your router web admin web site
The gateway address your router gets on the wan side
The dns servers your router gets on the wan side
The www.sky.com web site
The bbc.co.uk web site
IanD
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Thanks Ian,
Internal is fine i.e. I can ping and browse the router website which is how I know I'm getting an external IP etc.
If I leave a continuous ping to anything on the WAN side I'll just see a timeout until after enough restarts of the router it eventually starts to respond - this is where I think the WAN IP address might play a part.
I tend to just use Google's DNS servers or the WAN default gateway so I'm pinging by IP - it isn't a DNS issue.
It's something related to the migration to Sky as I've been with O2 for around 3 years and have never had to so much as call them.
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It's something related to the migration to Sky as I've been with O2 for around 3 years and have never had to so much as call them.
It could also be a faulty router after 3 years.
James BT Infinity 2 19/09/2012 - Sold 42/6 - Getting 49/8.5 - Sync 53 / 9.5 Mbps @ 470m approx
14 years of broadband (ntl: cable to BT FTTC) - Router: Asus RT-N66U - Modem: Huawei HG612 speedtest
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It's something related to the migration to Sky as I've been with O2 for around 3 years and have never had to so much as call them.
It could also be a faulty router after 3 years.
It could be, but having tried 2 others and seeing the exact same result (WAN IP assigned but can't get anywhere external) I'm pretty sure that I've ruled that out.
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Some settings here:-
http://www.skyuser.co.uk/forum/o2-customer-informati...
Encapsulation: PPPoA (PPP over ATM)
login/username: [email protected]
Idle Timeout: 0
Internet IP Address: Get Dynamically from ISP
Domain Name Server (DNS) Address: Get Automatically From ISP
NAT: Enable
Multiplexing Method: VC-BASED
VPI: 0
VCI: 38
Edited by deleted (Sun 02-Mar-14 12:58:55)
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Thanks, and done all that  I'm assuming that if I'm getting as far as being connected with the WAN port assigned an IP address that the settings must be correct else it wouldn't get that far?
Thinking this might be the push I need to move to BT Infinity on the other line then cancel Sky Broadband and the BT line that it's running on.
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Sounds as though somtimes after a reboot it is ok and you get an internet connection, then on other reboots you get a duff connection. I mentioned gateway and dns as these are normally allocated on reboot. If you write these down and check those in both the working and non working settings you may be able to understand more about what is going wrong.
IanD
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Just by way of a little "closure" the connection stayed up for 3 days, the new Sky hub arrived and connected first time.
Still appalled at Sky's levels of technical support but I suspect that like many whingers, now that it's working it's cheap enough so I may just stay put.
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For what it's worth, I have a very similar problem. I also moved form O2 to Sky but took their router (the 'lovely' Sky hub). For the past 2 months I have been experiencing random internet freezes and when it occurs I can't access the Sky hub - attempting to access 192.168.0.1 via browser just results in a hang of up to 30s and pinging it gives a "destination host unreachable error". It is device independent, ie occurs on lappy, iPad, desktop and is really p155ing me off.
Sky 'support' have escalated it to 3rd line but it is looking to my mind like it's a h/w issue with the router..... I've installed the BB Quality monitor, just in case it picks anything up (and can provide evidence to Sky) but does anyone have any other suggestions for s/w that can monitor (and log) the BB connection please.
Thanks in antici...............pation.
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Can you access the hub over an Ethernet connection?
It is possible for 2.4GHz wifi to have serious problems due to interference
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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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yes I moved to SKY because of the lower price and like you, so long as it continues to work, happy days.
IanD
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Mines not very stable now either, was rock solid on O2, well over 100+ days without a hitch, but since ive been transferred to Sky end of Jan, ive had 3 re-syncs, with the 3rd one being about 5 minutes ago 
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I've never had these kinds of issues with a Sky Hub. I don't turn it off for months on end. I would tip the hub you have is faulty especially as 192.168.0.1 becomes unavailable. I've never had this kind of behaviour but I would be seeking a replacement for sure.
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Sorry - I've only just seen your reply Mr S!
Hub is inaccessible via wired and wireless.
Rather than continue with my hijack of this thread, I've reposted my issue as a seperate thread here: http://forums.thinkbroadband.com/sky/t/4317036-broad...
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Thanks for the reply and apologies for the delay in responding.
Unfortunately the replacement didn't solve it..... back to the drawing board!
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Same problems here.
Speed were always great on O2, since the migration to Sky last month speed has been getting slower and slower.
Opening browser with google as home page it often takes over 1 minute before google shows. After a search on something like "weather jordan", clicked links often time out and those that do load resemble dial-up and therefore almost unusable.
Settings on router are all correct.
If speeds don't improve soon will be looking for a new ISP
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What are the stats? It's unlikely the network switch is causing this behaviour. O2 have a very lenient line management which basically keeps your line fast even if it drops out 5 times a day (a drop out is often so fast you wont notice it). On Sky this would result in severe speed reductions. The reasoning is a dropout can be detrimental in online gaming and big uploads etc.
So it's likely something underlying has caused Sky to set your speeds low.
Go to 192.168.0.1
username: admin
password: sky
click maintenance
show statistics
paste it all here.
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When it goes off does the smiley face on the router turn yellow or stop lighting up? If so your line is physically dropping out and this is a line fault. In this case get in touch with Sky they will send an engineer out to you. Do not put up with it, I've had months of uptime on Sky so it's not normal for sure. Of course some moves are bound to case some issues for a minority but I'm sure it can be resolved.
Also for some reason when I lose connection I often cannot access the router interface, I never have been able too. I noticed this years ago when I had drop outs... So I don't think the routers crashing... When my connection comes back access to interface does too.
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