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    Internet connection problems

    This is a discussion on Internet connection problems within the Sky Broadband help forums, part of the Sky Broadband help and support category; I wonder if anyone can give me some help. I have sky broadband and have a laptop and desktop pc ...

    1. #1
      alisonb's Avatar
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      Internet connection problems

      I wonder if anyone can give me some help.

      I have sky broadband and have a laptop and desktop pc both on wireless networks.

      Since Monday night both pcs are showing that they have a strong internet connection but I cannot get onto any webpages - when I try I get a message saying there is no internet connection. When I troubleshoot it tells me to contact my internet provider.

      I tried phoning Sky last night but after 20 minutes on the phone to someone who couldn't even find my details on the system far less get on to solving the problem I gave up.

      Alison


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    3. #2
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      Re: Internet connection problems

      this issue could be down to many things. it sounds like the router has no internet connection. have you checked the ADSL light on the router. also try connecting your laptop with an Ethernet cable to see if the wireless is not working correctly. if the ADSL light is amber try rebooting the router until it goes green.

    4. #3
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      Re: Internet connection problems

      You will probably have to ring back, the tier 1 can find your details by post code, account number, name or telephone number so those can be offered as alternatives if they cannot find your details via the telephone number. Account number is normally the best alternative.
      Do you get the same issue on ethernet as on wireless? Do you have any amber lights on the router?

    5. #4
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      Re: Internet connection problems

      The lights on the router are green as usual. The green light flashes when I try to connect. I have tried connecting with the ethernet cable but it is still the same.

      I gave the sky helpdesk my phone number last night but they couldn't trace me with that, I then gave them my address and they pulled up a neighbour's details. I think they don't understand my Scottish accent but it is just so infuriating when you have to keep repeating things. I don't know my account number - any idea where I would find that?

      Alison

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      Re: Internet connection problems

      Should be on your bills from sky or if you can get logged into mysky it will tell you in your mysky profile I think as you can access your billing from there. If you can call back tonight and try again make sure you give your post code and hopefully you will speak to someone who will actually do the job properly as pulling the wrong account is a basic error that should not happen.
      You never know you may get to speak to me lol

    7. #6
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      Re: Internet connection problems

      Thanks Paul

      I found my account number on My Sky so hopefully that will help things when I call again tonight.

      With any luck I will get you.

      Thanks.

      Alison

    8. #7
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      Re: Internet connection problems

      If you have the account number then just give that and if asked why tell them the previous agent could not find you with your tel number, its no big problem for the Tier 1 agent to look up via account number.

    9. #8
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      Re: Internet connection problems

      Are you able to log into the router with the wired connection ?

    10. #9
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      Re: Internet connection problems

      Thanks for all your help but turns out no one can help me with this one! I am moving house on 23 May and last week I had arranged with Sky to transfer over the service on that date but they didn't tell me that I should only do this a week before or they would cancel the broadband. So that's why my broadband isn't working.

      I then tried to cancel my whole sky subscription but the girl in cancellations just kept trying to talk me out of it - talk about persistent - I have got a 30 credit for the inconvenience but I really think I will need to get something more than that to convince me to stay with Sky now.

      Apparently it would take so long to re-instate the broadband that it is not worth doing so basically I have no option other than to do without for the next 3 weeks + how ever long it takes them to connect in the new house!!

      Not happy at all.

      Alison

    11. #10
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      Re: Internet connection problems

      Sky Help center, Moving home
      If you are moving with Sky Broadband, your existing service must be cancelled before you can order it at your new home, which can take up to 10 days. Please call us around 10 days before you move home so that we can arrange for your television services to be set up at your new address and cancel the Sky Broadband service.

     

     

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