Sky Troubleshooting Guide

  1. Physical
  2. Settings


1. Physical
Are you connected to the master socket? Some Customer's find it difficult to connect because of where they are located in the house or where the computer is, but be aware that if you are using an extension cable this can slow down the connection but also if the extension cable is faulty it could possibly drop your connection. Also ensure that your microfilters are all properly connected, you are provided with three microfilters (these are necessary) one is for the master socket, the second is for the sky digital television box line and the third is for a second telephone connection.

If you hear audible static noise on your main telephone (first telephone on the line) then you more than likely have a broken or faulty microfilter, try swapping the microfilters check to see if this helps.

Remember - Use the Master Socket, Don't use any extension cables and ensure that all your microfilters are on the line.

Now Check to see if you the internet light is on your Sky Router... Success!

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However if you have done this then you will have to contact SKY Technical Support... If you are an ON Net Customer (Sky Owned Equipment LLU) a test can be conducted while on the telephone, its called a TONE Test, which is tool developed by Easynet and is also used by UKOnline... Basically the tone test checks to see if there is a connection between your master socket to the DSLAM at the exchange... You will hear beeps while on the telephone.

If you can hear beeps then it means there is not a problem at the exchange, however if you can't then the cable could of been accidently taken out by an engineer at the exchange or has possibly been setup wrong. In that case you will have to be reprovisioned with your connection.

If you can hear the beeps and there is no internet light, then tier3 (because its ON Net) will have to have a look a more detailed look on the connection.

If you are an OF Net Customer (BT Owned Equipment Non-LLU) then the agent on the phone will conduct a whoosh test, this can slightly take longer because it has to goto BTs equipment and they have to wait for a report to be sent back to the agent this can come back as any of the following;

PASS - Customer is connected and logged in... There are no problems.
Inconclusive - Further investigating is needed and has to be logged to BT (Tier2 will log this to BT and give you a callback)
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2. Settings

Okay so you have an internet light, this means there is a connection between the exchange and your router. If its not there then there is really no point going further until you back to the first step or contact SKY to run tests.

In your browser type http://192.168.0.1 and you will then be asked for a username & password, by default its admin & sky. Click on router status on the left handside, and click connection status.

If you are connected, then you are on the SKY Network.
If you are disconnected, then try clicking connect.
If it says connecting, then there is more than likely a problem

If you can't access 192.168.0.1 then goto start > run > cmd
Type in ipconfig...
IP Address must always be 192.168.0.x
Default Gateway must always be 192.168.0.1

If they are not there then your ethernet adaptor (wireless or ethernet) is simply not going through to the internet, You need this!!

Don't worry you can manually set the TCP/IP Settings

Goto Control Panel > Network Connections > Right click on your adapter (Wireless or Ethernet) and goto properties. Select Internet Protocol TCP/IP Properties and set it to the following settings.

IP Address - 192.168.0.x (Do not enter 192.168.0.1)
Subnet - 255.255.255.0
Gateway - 192.168.0.1

Prefered DNS - 192.168.0.1 (as the DNS server is in the router)
Alternative DNS - Leave this empty

Now try accessing your gateway! Success!

If you done that and you can't access the gateway still, try resetting the box by holding it in at the back for 5 seconds. (10seconds+ is an ultra reset)
Try disabling your firewall.

OKay you done that and you still can't access the router, open CMD (MS-Dos Prompt) and type in "ping 192.168.0.1" and see if you can get a reply, if you can't get a reply then its more than likely a faulty network adaptor... Try updating the drivers for these or reinstalling the drivers.


If you are connected and you still can't visit a website, try CMD (MS-Dos Prompt) and type in "ping google.co.uk" or try "ping 72.14.221.104" and see if you get a reply. If you can't then manually set the following settings in TCP/IP Properties.

IP Address - 192.168.0.x (Do not enter 192.168.0.1)
Subnet - 255.255.255.0
Gateway - 192.168.0.1

Prefered DNS - 192.168.0.1 (as the DNS server is in the router)
Alternative DNS - Leave this empty

Try it now, there may be a problem with SKYs DNS Server, phone them and ask if this is the case.

Also try optimising your internet settings by going to tools > internet options on internet explorer and delete your cookies, temporary internet offline files and restore your advanced setting back to default.

Try resetting your router (this will restore back to default settings, sometimes this can fix the problem if there is no explanation)




I hope this can help you guys a bit with your broadband, I know I get these calls all the time! Any questions feel free to ask!