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    Connect connection problems

    This is a discussion on Connect connection problems within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, My connection's been down since Thursday night/Friday morning. I've spoken to Sky and they've said this is a problem ...

    1. #1
      andymac's Avatar
      andymac is offline Sky User Member
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      Connect connection problems

      Hi,

      My connection's been down since Thursday night/Friday morning. I've spoken to Sky and they've said this is a problem affecting all Connect customers, it's been ongoing for 7 days and they've no idea when to expect a solution Anyone else seeing the same problems?

      andymac.


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    3. #2
      PaulSky's Avatar
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      Re: Connect connection problems

      7 days at least and as far as I know BT are no closer to sorting it at the moment. Strange thing is that it is currently only affecting a portion of the connect user base not everyone on connect (well it was last time I was on call).

    4. #3
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      Re: Connect connection problems

      No problems on Connect for me so far.

    5. #4
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      Re: Connect connection problems

      Hi,

      I have had these problems from about mid november, I Have only had about one week of Internet since I joined!!!

      They told me at first, after spending about two full days on the hone, that it was a software issue, and i ended up formatting my whole computer, even though i assured them this wasn't the case.

      They have since found out about this problem, and it seems they have no set date as to when they will get it up and running!!!! Anyone with any news on this would be a great help!!

      Lets hope i finally get some internet access before xmas!!!

      V

    6. #5
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      Re: Connect connection problems

      Hey Guys, quick update on this.

      Called Sky again on Monday night to be told that my problem is now likely unrelated to anybody else's connection problems. They asked if I could change the microfilter on the line and plug is directly into the master socket (removing the face plate first). So, this was tried on Tuesday once I'd got my hands on another microfilter with no joy.

      Called Sky again and this time was told it had to be a line problem. Sky scheduled a line check with BT which would take 48 hours to complete!! That's ridiculous. I called BT direct and although I pay line rental to them they refused to check the line without a request from Sky. I should hear back from Sky today on on the results of the test.

      Sky so far have refused the possibility that it's a router problem and I can't even replace the router as I don't know the username and password for authentication with Sky - I know, I should've just found this out a while ago. So now I'm a week without internet access. I can't believe how long it's taking to get this resolved.

    7. #6
      IWasNotTheEnemy's Avatar
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      Re: Connect connection problems

      if it is the issue regarding browsing only (eg. you can ping websites via the command prompt) then a new router won't solve this unfortunately...its very strange though, i cant see how BT would stop browser access only...
      -------------------------------------------



      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    8. #7
      andymac's Avatar
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      Re: Connect connection problems

      Quote Originally Posted by IAmNotTheEnemy View Post
      if it is the issue regarding browsing only
      It's not. The router cannot sync to the exchange. On boot the power light comes on, I get two flashes of the test light then a few seconds later the wireless comes up. I'm not getting anything at all on the internet light. From the router's web admin it's at 'connecting'. That's why phone support had me replace the microfilter and remove the face plate on the master socket.

      It can only be router, line or exchange that's at fault. I can't replace the router to take it out the equation and Sky are taking an age to test the line/exchange...

    9. #8
      Isitme's Avatar
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      Re: Connect connection problems

      I came across an article which may be relevant to ADSLMax users. I never had any problems when I was on Connect, but the guy could have a point. It is quite a long read but maybe someone would like to comment on whether this may be effecting Sky Connect Users. The article can be found HERE

      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.





    10. #9
      IWasNotTheEnemy's Avatar
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      Re: Connect connection problems

      ^ awesome article, I get the mag every month and this months is a good one!
      -------------------------------------------



      Useful Sticky: - How To Obtain Your Router Stats, BT Speed Test, Check For Test Socket

    11. #10
      Isitme's Avatar
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      Re: Connect connection problems

      Another reference to the AR7 Chip

      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.





     

     
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