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    Unable to access SOME sites/services

    This is a discussion on Unable to access SOME sites/services within the Sky Broadband (Fibre) Help forums, part of the Sky Broadband help and support category; For the past approx 6 weeks, I have been unable to access SOME websites including BBC news, Wikipedia, SKY.com among ...

    1. #1
      aeiou's Avatar
      aeiou is offline Sky User Member
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      Unable to access SOME sites/services

      For the past approx 6 weeks, I have been unable to access SOME websites including BBC news, Wikipedia, SKY.com among others, I have also been unable to use some phone apps such as Paypal, but ONLY when connected to Sky Broadband via ethernet or wifi. Other sites and apps still work fine.
      Sky have run about 10 line tests, sent out an openreach engineer, replaced the router and apparently asked their 'technical' team a number of times. The openreach engineer and the line tests have confirmed that there is no issue with the line ( which would have stopped ALL sites form loading). We have a number of devices pc, apple, andriod, all connected via ethernet or wifi and all of them experienced the same problems at the same date. If i share 4G connection on my phone and try the sites when connected to that, all sites and Apps work as expected. Sky have said that 'Broandband Shield' has caused the issue despite being unable to say why this would either affect their own website or would apparently block sites with no warning given, so I assume that is some form of BS.
      I have given up expecting the 'manager' to call me back after the 7th time they promised to do so. Sky have refused to send one of their own engineers with their own laptop to connect to our wifi and experience the problem.
      Has anyone else experienced anything similar or could suggest what the issue may be?
      Im pretty sure that given if affects all devices both on wifi and ethernet then it must be a central issue and since the router replacement has the same issue I suspect it is a routing issue.


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    3. #2
      skyeci's Avatar
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      Re: Unable to access SOME sites/services

      All sounds very odd. Can you get your hands on another modem or router for comparison. Thats what I would be doing. Hg612 modem or similar and a router like a sr102 in wanoe mode and see what the results are or even if you have a spare pc build it as pfsense box. .
      billion 8800nl V1 (bridge mode)
      Qotom i5 Opnsense with IPV6
      Asus RT-AC88U - as wap

      ECI CAB- G.INP disabled 8th April 2016


      click for line stats by pi3/ECI CAB

      click for line stats by Pi3/Huawei CAB

    4. #3
      aeiou's Avatar
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      Re: Unable to access SOME sites/services

      Already tried that with alternative router and replacement sky router. Thanks for the suggestion though.

    5. #4
      skyeci's Avatar
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      Re: Unable to access SOME sites/services

      If you have tried a 3rd party router to no avail then I guess you will need to raise a complaint with the exec team. My complaint resulted in a deadlock with no early termination fees up to the end of my current contract whilst I decide what to do.
      billion 8800nl V1 (bridge mode)
      Qotom i5 Opnsense with IPV6
      Asus RT-AC88U - as wap

      ECI CAB- G.INP disabled 8th April 2016


      click for line stats by pi3/ECI CAB

      click for line stats by Pi3/Huawei CAB

    6. #5
      aeiou's Avatar
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      Re: Unable to access SOME sites/services

      How do I contact the 'exec' team?

    7. #6
      skyeci's Avatar
      skyeci is online now Sky User Member
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      Re: Unable to access SOME sites/services

      Contact customer services, ask to raise a compliant with the "executive team". You should get a case number and they should make contact shortly afterwards. Providing there is some case history to go on hopefully that should help.
      billion 8800nl V1 (bridge mode)
      Qotom i5 Opnsense with IPV6
      Asus RT-AC88U - as wap

      ECI CAB- G.INP disabled 8th April 2016


      click for line stats by pi3/ECI CAB

      click for line stats by Pi3/Huawei CAB

    8. #7
      aeiou's Avatar
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      Re: Unable to access SOME sites/services

      Thankyou, I have a case number and have asked for the problem to be escalated, but they usually tell me there is nobody for them to escalate to! I will try that though. Thankyou.

    9. #8
      skyeci's Avatar
      skyeci is online now Sky User Member
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      Re: Unable to access SOME sites/services

      Pm sent. .
      billion 8800nl V1 (bridge mode)
      Qotom i5 Opnsense with IPV6
      Asus RT-AC88U - as wap

      ECI CAB- G.INP disabled 8th April 2016


      click for line stats by pi3/ECI CAB

      click for line stats by Pi3/Huawei CAB

    10. #9
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      Re: Unable to access SOME sites/services

      I have the same issue, so does my friend who lives in same estate, same cabinet and exchange

      How are you getting on with it aeiou?

    11. #10
      aeiou's Avatar
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      Re: Unable to access SOME sites/services

      Some luck. Have confirmed it occurred the same day sky switched ipv6 on in the area. Getting them to disable iov6 on the web side of the router was a partial resolution and diagnosticly informative. Try running ipv6 test (Google it) and posting the results here.

     

     
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