Internet freezing,but staying connected,can anyone help

Having an issue with my sky LLU connection.

I've been on sky since the 1st November,and for the first month the DLM kept setting my line at 3db and was causing disconnections daily.This has been sorted as sky manually profiled the line.

But another issue has been happening since around the beginning of January, the internet just goes off,but it stays connected at the router,,in-fact it was connected for 20 days and during this time it had gone of at various times every other day for about 5-15 mins.

I just get the internet page cannot be displayed,on all devices,tablet,laptopXbox live will sign out,neflix will stop,it will just like "freeze".I check the stats and the line is all up,the smiley face on the sky router is on.

I rang sky and they said its the router,so I now have a brand new router since last Thursday,and its doing it again.just freezing out,,This is on wired and wireless connection.

Sky say also its been connected for xxx amount of days.

I've tried other DNS servers,changing the channel on the wifi,though it does it on the xbox,plugging into the test socket,resetting etc.

I have to just wait for it to come back on.

Sky say there have been no outages in my area.

What could this problem be?

Can anyone please help

Sky are kicking you off their authentication server.

Does the router have a system log to see what's happening?

No stats now,as I rang sky last night and they got me to reset the router again.

How would I get that sorted with authentication,and why are they doing it on my connection?

Now you said that,i'm sure I seen something in the stats around the time it happened once,i'm guessing here,but something like ppp chap,or something,I will copy and paste the stats when it happens next,I thought looking at the stats it had disconnected,but it hadn't.

Very annoying,as sky just say my line is solid with no errors and no disconnections

In reply to a post by craggs:

something like ppp chap

Yes, look for those in log alongside 'WAN down/up' maybe.

Do you have homeplugs, i have a bug like this in mine

Sods law is not do it today, but as soon as it does I will post the stats,,if it is authentication how is it fixed, as I think you're spot on with the problem

No home plugs., combination of wired & wireless

Maybe related, I have noticed recently that when I power cycle my router (old O2 Thomson router) it takes a long time at the authentication stage. The router syncs to the exchange fairly quickly (ADSL lamp stops flashing) but the Internet lamp stays off for maybe a couple of minutes before coming on. Perhaps there is a general issue with the Sky authentication servers? We had a couple of power cuts here yesterday and I noticed this when power was restored.

But once connected it remains connected and working for weeks at a time.

In reply to a post by iand:

Do you have homeplugs, i have a bug like this in mine

Are they Zyxel homeplugs by any chance?

devolo 500's. Never had this with the 200's, which I used for 3-4 years.

frustrating from time to time. The links between the devices are showing green, but they do not carry any IP data. You can not ping through that device to anywhere. The other devolo's carry traffic. It is like the device goes to sleep for 2-5mins and the bursts into life.

Would happen every few months for me, but that is so infrequent that still more reliable than wireless etc.

Replaced mine with CAT5e in the end.

Ok guys,this is annoying the hell out of me,,i've been checking the stats and there is nothing in them when it freezes out

it did it for about 8 mins tonight again,internet went off on laptop,,checked ,y tablet and phone and was getting nothing

I logged into router whilst it was happening at about 19:28,,the last logs was from about 4pm.

here are the stats (changed ip)

Feb 10 23:33:30 syslog: eth3 (switch port: 2) Link UP 100 mbps full duplex
Feb 11 00:05:52 syslog: eth1 (switch port: 0) Link DOWN.
Feb 11 00:05:59 syslog: eth0 (switch port: 3) Link DOWN.
Feb 11 01:21:47 syslog: eth3 (switch port: 2) Link DOWN.
Feb 11 01:21:48 syslog: eth3 (switch port: 2) Link UP 100 mbps full duplex
Feb 11 15:14:58 syslog: eth0 (switch port: 3) Link UP 100 mbps full duplex
Feb 11 15:19:36 syslog: eth1 (switch port: 0) Link UP 100 mbps full duplex
Feb 11 16:30:47 syslog: eth1 (switch port: 0) Link DOWN.
Feb 11 19:27:45 syslog: Administrator login successful from IP: 192.xxxxxxxx


and here is the connection details


Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN PPPoA 35736795 59927177 0 5766 4564 306:34:48
LAN Up 22210821 20636360 0 1267 51 306:36:10
WLAN Up 47791608 36394112 0 408003 23089 139:41:16

This is the second router now.

Have you changed the cable?

In reply to a post by BatBoy:

Have you changed the cable?

When I got the new router I changed to the new cables from the box.

Power cable, and is it RJ11 cable. Modem lead. Surely cannot be this new router freezing out.

Basically nothing is reachable to the internet through the router weather is wireless or wired.

I don't know if this is related or not, but I've been having a similar problem for some time now. It's not regular, I doubt it even happens once a week. Buuuut...

every now and again my sky fibre seems to stall. It's all connected, lan is all working, but the internet can't be reached. neither dns requests nor direct pings get anywhere. I've got the older openreach modem + sky hub router setup (white hub). All lights are as expected except the smiley 'internet' face on the sky hub goes off.

I thought this time to check the logs after reading your comment, and I have this as the last entry on my list. I *just* had the issue happen to me btw.

"Feb 12 00:35:19 syslog: No lease renewal received"

Is this a Sky - side problem?

Edited by deleted (Thu 12-Feb-15 00:56:10)

It's the same problem down to the smiley internet on mine stays white. (Black sky router) although my hub has just completely rebooted itself,power light all went out, that's a first time that's happened.

I may connect back to my old be* router see if it happens on that.,or buy another 3rd party.

Is a frustrating issue, sky have no idea.

Someone on the sky forum said the sky routers freeze out.

That sounds like a sky issue and router should re-try to get the Ip address

Ok just rang sky back regarding the problem again.

They have said it is my speed 11mb is to slow and I need to upgrade to fibre broadband to solve it.,,everytime I call I am told this is a great speed.

I have 2 tablets,1 laptop and 2 mobile phones on wifi & now tv box,,and the xbox and smart tv wired.

They said they are all only getting just over 1mb each and it cannot cope with the speed.

I told her 1 tablet and phone is only here 3 days a week,and it still does it when they are not here.

also my tablet and phone are set to sleep wi-fi when the screen goes off,,the xbox is only switched on as and when it is needed.and the smart tv is never used its just plugged inso its unplugged now.

very frustrating situation,I tried to explain they it is not grinding to a halt but just going of completely like it is disconnecting.nothing is reachable even if it turn of all devices nothing can still reach the internet.

She spoke to level 2 regarding authentication and said it would not happen.


I have to use just the nowTV and my laptop on the router,using just 1 tablet at a time and 1 phone at a time,and when finished I ave to switch all wifi of so the internet can cope.

if it still happens they will send an engineer out,which I don't think I need.

Any other suggestions?

**EDIT**

Rang back to get a price to cancel the service (£43) and the girl said she would be me through to a higher tier,,had a good chat with them,but they still don't really know what is going on.

I asked them about authentication and she said she is not sure.we checked my sky hub together,,I could see that in connection type it says PPPoA..I asked If this should say MER,,maybe I am seeing things but i'm sure it said MER..

Anyway she didn't know what MER is (neither do I though lol) so she asked the her words THE geeks,,they said they have never heard of this MER and told her to google it,,and told her it is correct saying PPPoA in the hub.

So its not that..

Sorry for the huge type up,it's just really frustrating it freezing out.

So the final test buy sky is they have asked me to plug me old Be* router back in and try for 5 days,as I never had this whilst I was using that.Fingers crossed!!!

Edited by deleted (Mon 16-Feb-15 17:27:54)

In reply to a post by craggs:

They have said it is my speed 11mb is to slow and I need to upgrade to fibre broadband to solve it

Rubbish! What a cheek!

It's their job to solve technical issues, not try to sell you something you don't need.

I couldn't really believe that's what they did, the girl is even ringing me back from cancellations tomorrow to see if I want the deal on a new 18 months contract.

It's not a line issue, its something like the authentication issue already suggested,I think now as I've read into it more. It seems plausible to me.

Plugged my 582n router so will see how it goes, may never get solved. Maybe I just bite the bullet and move out, pay sky the £40+ to terminate the contract 8 months early. Should of listened to my inner voice telling me to not sign with sky & go with plusnet.

Just wanted to update on the problem.

I plugged my old Be* router back into the phone line as requested by sky.

Its been up 4 days 21 hours ,15 mins

So far this freezing problem has not happened,,however on occasion it has gone longer than this on the sky hub.

If it still hasn't done it by uptime of 10+days then I will officially certify the sky router as rubbish.

And will have to look for an alternate router to buy (simply because this old Be router has a habbit of Kernel Warm Restarting which I don't want to happen and call mr DLM to mess with my line again)

It's a shame you didn't get the name of the person you was speaking to.

It's one thing to advertise other packages on an ISP. But it's quite another to be lying and exploiting a technical problem for commercial reasons.

Hopefully your problem gets sorted soon.

Would just like to update this thread,

Since using my old be router it has not done this freezing issue once, it's been synced for 16 days now. Normally the SR102 would have done this many times.

So it's the sky routers, both brand new,, so I expect I cannot have 2 faulty ones and more they are just pants.

So is this router an OK budget router, im OK with wireless N only like the sky,, and it has faster ports. Also heard you can flash wrt firmware on it. £33.58 delivered is cheap., Good replacement almost like for like router with the sky box?

Thanks

SR102 that sites there happily for weeks without being touched here - always been an age old problem that different lines behave differently and the best router for one person is not always the same as for another person.

Does this issue occur with fibre connections?

You mean do modems behave differently, yes still possible but seen less as the majority are still using the standard openreach kit. As more people experiment and source their own kit we will get a better idea