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    major help needed

    This is a discussion on major help needed within the Sky Broadband help forums, part of the Sky Broadband help and support category; They are sending you a new router out, how is that not helpul? The troubleshooting done by T1/ CST needs ...

    1. #11
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      Re: major help needed

      They are sending you a new router out, how is that not helpul? The troubleshooting done by T1/ CST needs to be done if a resolution is to be made, if the new router does not solve the issue then it will most likely be an exchange issue that will require a physical visit from BT who actually do all the exchange work. It may well be that a mistake has been made by the engineer in the exchange but without ruling out a faulty router nothing else can be tried.


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    3. #12
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      Re: major help needed

      Quote Originally Posted by PaulSky View Post
      They are sending you a new router out, how is that not helpul? The troubleshooting done by T1/ CST needs to be done if a resolution is to be made, if the new router does not solve the issue then it will most likely be an exchange issue that will require a physical visit from BT who actually do all the exchange work. It may well be that a mistake has been made by the engineer in the exchange but without ruling out a faulty router nothing else can be tried.

      ok so once new router has been tried then basically see what they offer after that?

    4. #13
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      Re: major help needed

      Once the new router is in place it removes a possible issue, at that point other avenues are investigated. One thing I would advise is that if the new router makes no difference, make sure you are plugged into the master socket with a filter in place when you call, tell them that you still have no connectivity even with the nice shiny box sent to you and that you need troubleshooting for escalation to CST if the previous ticket has been closed. If the ticket is still open they may well be able to transfer you back to CST after a very brief/ basic TS.
      Couple of questions though, did the T1 do a swish or tone test on your line at all and do you have a light on the router lit up that looks like an @ symbol?

    5. #14
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      Re: major help needed

      2 lights - 1st and 3rd

      no green light on the tick one or the @ one

    6. #15
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      Re: major help needed

      Well if the same happens with the new router then there is something wrong between your telephone socket and the sky servers. If a full TS was done and they are sure you are active on that line and everything else checks out then i expect your next call will end up escalated to CST for further trouble shooting as they have tools that T1 don't.

    7. #16
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      Re: major help needed

      You can plug another router into the socket and see if it syncs. It will not connect but the sync light should come on, flashing or otherwise, depending on the make of the router. If it does not sync, then it is a fault on the line and the new router will not help.

      Something else you can try is going to the Sky Checker and put your phone number in. It should tell you you already have a service, if it doesn't, then you are probably not enabled.

      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.





    8. #17
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      Re: major help needed

      new router arrived, plugged in, same again sam!!!!!

      rang sky, been moved to level 3 and given them 24 hours to sort it

    9. #18
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      Re: major help needed

      If it's an exchange issue then it will take more than 24 hours to sort as it will take longer for that to get BT Openreach to send an engineer in to look.

    10. #19
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      Re: major help needed

      Did you try my suggestion about using the Sky checker?

      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.





    11. #20
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      Re: major help needed

      Quote Originally Posted by Isitme View Post
      Did you try my suggestion about using the Sky checker?
      yeah i did - it said i have a internet connection already

     

     
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