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    Blonde user needs help I've lost my internet connection

    This is a discussion on Blonde user needs help I've lost my internet connection within the Sky Broadband help forums, part of the Sky Broadband help and support category; I am a SKY basic Broadband user. I had a good connection up till Saturday and then found I had ...

    1. #1
      ValerieB's Avatar
      ValerieB is offline Sky User Member
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      Blonde user needs help I've lost my internet connection

      I am a SKY basic Broadband user. I had a good connection up till Saturday and then found I had no connection although the Sky router has power but all I get is the SKY Broadband error page.
      The green lights are on on the router except for the @ one showing no internet connection. I've pressed the reset button on the router and reinserted the SKY disc and run through setup again but this made no difference.
      Our home phone line is very crackly (outside box was replaced recently due to water damage).
      Can anyone suggest how I can find out (in non-techie terms please) if my router settings are OK or other remedies.
      I don't know my router logon or password - would this be something I have to ask SKY to provide or is there a default setting.
      I am loathe to phone SKY as I'm not keen to spend ages running through techie diagnostics etc.
      Previously I've asked my neighbour (who works at Microsoft) to help but he moved to the US 3 weeks ago!!!
      PLEASE HELP!


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    3. #2
      IWasNotTheEnemy's Avatar
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      Re: Blonde user needs help I've lost my internet connection

      no point logging into the router as such as it's a connection issue as opposed to a router one...although, for reference, go to 192.168.0.1 and enter admin as the username and sky as the password...

      how are you set up? are you running off your master socket? do you have a test socket you can try? you mention noise - is the noise present if the router is removed?
      -------------------------------------------



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

    4. #3
      ValerieB's Avatar
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      Re: Blonde user needs help I've lost my internet connection

      I'm not using my master socket. I will try and see if the noise goes away if I remove the router tonight. I have another socket I can try so once my daughter is in bed tonight I'll have a go! I'll print this page to take home! Many thanks and I'll let you know how I get on tomorrow.

    5. #4
      astra's Avatar
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      Re: Blonde user needs help I've lost my internet connection

      ring BT 151 tell them you have a crackling noisy line they will do a line test and tell you if its your equipment or there fault
      don't mention your internet broadband connection or they will just ask you to ring your isp(sky)

    6. #5
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      Re: Blonde user needs help I've lost my internet connection

      Log into the router as per post #2 and press the 'Sky Test' button. Make a note of the error number and report this when you ring Sky. If you have a Master socket like this - Sky User - The unofficial support forum for everything Sky! How to test your Master Socket plug into the Test socket and see if it connects from there. If it does, your extension is the problem.

      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

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    7. #6
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      Re: Blonde user needs help I've lost my internet connection

      id like to point out that being blonde doesn't stop you from knowing how to diagnose a broadband fault..id be unemployed if it did

      Try these checks

      1 - The router/modem is connected to the Master BT socket, not with an extension cable or in a subsidiary socket.

      2 - The microfilter that the router/modem connects to has been replaced for an alternative to prove microfilter not faulty.

      3 - The Voice service is working correctly and there are no telephony devices on this telephone number that AREN'T voice telephones, e.g. fax, PDQ, SkyBox, Alarm system, CallerID unit, analog modem, Credit Card machine etc...

      And also that all devices on the line are correctly filtered.

      4 - Power cycle the router

      It sounds like a voice affecting line fault so i agree with astra, phone BT and report the fault

    8. #7
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      Re: Blonde user needs help I've lost my internet connection

      ^^^^ Need to ascertain 1st whether the noise is generated by external on internal sources yet.

    9. #8
      Isitme's Avatar
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      Re: Blonde user needs help I've lost my internet connection

      ^^^^^^^^^^
      Agree, reporting faults which prove to be on your side of the Test socket can be very expensive.

      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
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      Re: Blonde user needs help I've lost my internet connection

      ^^^^^^^^^^^^^^

      thats only if it comes down to a visit... firstly they will run a test on the line.

      To be 100% sure disconnect everything from the line with the exception of a handset plugged straight into the NTE5 and see if the noise is still present. Call another line or mobile to test if you arent sure if there is still noise present.

    11. #10
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      Re: Blonde user needs help I've lost my internet connection

      If you suspect or know that you have excessive noise on your phone line do the following.

      (1) Remove the faceplate from your master socket to expose the test socket. If you do not have a test socket then disconnect all phones etc you may have pluged in.

      (2) If you have a test socket, check that all other sockets are dead (no dial tone) when the test socket is exposed.

      (3) connect a normal wired phone to the test socket and dial a single digit to kill the dial tone and listern, you should hear nothing more than a low hiss.
      If you hear lots of crackel, then check again with another phone if the problem persists report this to whoever you pay your line rental to.

      (4) If the line is o.k at the test socket, but there is a problem at your extensions then the problem is in your internal wiring and your responsiblity

     

     
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