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    Cannot access the Internet

    This is a discussion on Cannot access the Internet within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; Wondering if anyone can help, I cannot access the Internet, keep getting the message " server not found" I have ...

    1. #1
      Oromonte's Avatar
      Oromonte is offline Sky User Member
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      Cannot access the Internet

      Wondering if anyone can help, I cannot access the Internet, keep getting the message " server not found" I have been on to sky, they have went through a few reset's and line tests, have had a visit from BT Openreach, all tested out OK, no problem with the line. Waiting to hear back from Sky, does anybody have any ideas. I have tried 4 different wireless devices and a wired connection to a laptop and 4 different browsers.


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    3. #2
      seawright's Avatar
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      Re: Cannot access the Internet

      Welcome to the forum Oromonte.
      Is the Internet light on your router illuminated (not flashing)?
      If so and your Sky+ HD box is connected to your router can you access BBC Iplayer?
      If not press services 0 5 on your remote and check on screen whether "Connection to broadband router" and "Connection to On Demand" show OK or Fail?

    4. #3
      Oromonte's Avatar
      Oromonte is offline Sky User Member
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      Re: Cannot access the Internet

      Thanks for the reply, connection to router passed, but connection to on demand failed. I have just been on the phone to SFT for about an hour, tried manual ip configuration, still nothing. It's getting pushed back to Openreach, they think that it might be a problem at the cabinet or the network. But only on my line, no one else in the area are affected.

    5. #4
      Isitme's Avatar
      Isitme is offline Sky User Moderator
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      Re: Cannot access the Internet

      Can you access the settings of the router? http://192.168.0.1 >admin>sky. Scroll down the Status page. What do you see in the Show Statistics pane? Copy and Paste it here if you do not understand it.

      TomD


      Please note the views and recommendations in my posts are my own and in no way reflect the views of SkyUser.


      Useful Utilites

      http://www.nirsoft.net/utils/wifi_information_view.html/ TCPOptimiser /Test Socket

      Note - When downloading always select the Custom install or you will end up with stuff you don't want.





    6. #5
      Oromonte's Avatar
      Oromonte is offline Sky User Member
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      Re: Cannot access the Internet

      Hi, after an hour on the phone and to be told that the problem will have to be sent back to Openreach, I received a text this morning on my way to work, "the problem you reported has now been fixed", on the train home hopefully the text is correct.

    7. #6
      Oromonte's Avatar
      Oromonte is offline Sky User Member
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      Re: Cannot access the Internet

      Thought that it was too good to be true, still no interest access. Thanks for the reply Isitme, I can get into the hub, here are the stats you asked for.

      Broadband Link Downstream Upstream
      Connection Speed 39998 kbps 8491 kbps
      Line Attenuation 16.1 dB 0.0 dB
      Noise Margin 8.4 dB 13.13 dB

      Yesterday in the system logs, I could see a lot of entries saying "no lease renewal received ", mentioned this to the SFT, but they didn't seem to be interested.

    8. #7
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      Re: Cannot access the Internet

      Hi Oromonte.

      Unfortunately sky's automatic sms system still isn't perfect.

      Many people have received those nonsensical "it's fixed" type txt messages in the past at inappropriate points during fault resolutions, myself included.
      Personally i've no idea whether the issue lies with call centre staff clicking the wrong button or somewhere more complicated, but what i can say is that it does appear to be improving.

      It's not good that the one you received was whilst on the train, causing an emotional let-down after you arrived home.
      It is an automated system though, so not personal.
      Needs refinement sky!

    9. #8
      Oromonte's Avatar
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      Re: Cannot access the Internet

      Back on line now, quick look at the system logs on the router shows "DHCP release received", this was at 01.18 this morning. So not the line, but something to do with the Sky DHCP server.

     

     

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