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    Internet connection has stopped!

    This is a discussion on Internet connection has stopped! within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi folks, I wondering if you can help before I resort to calling Sky. Been on Sky Max for over ...

    1. #1
      MrCuddles's Avatar
      MrCuddles is offline Sky User Member
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      Internet connection has stopped!

      Hi folks, I wondering if you can help before I resort to calling Sky.

      Been on Sky Max for over a year on the white Netgear router, everything working fine wirelessly and wired until yesterday...

      The problem is I can't access any webpages, MSN or anything - tried Internet Explorer 7, Firefox 3 and Google Chrome. Have done the usual turning off router, waiting, then restarting. Same with Laptop.

      Sky router lights:
      Power - Full Green - OK
      Tick sign - very dim green (not sure if this is just reflection from the Power light)
      Wireless - Full Green
      No. 1 (where my ethernet cable is attached) - Full Green.

      Laptop says it is connected to the router, little lights are flashing at the bottom right of the Windows Xp taskbar to show its communicating and I'm told I have internet access. Network settings show I'm connected.

      When I try to access a webpage in Google Chrome its stopping at 'Resolving Hosts'.

      When I do troubleshooting on MSN Messenger it's reporting errors on DNS.

      This led me to think it's a problem at Sky's end with their DNS rather than my router, but surely that wouldn't just effect me. Checking the forums today (as I had no net access yesterday) and can't see any postings about this.

      Any suggestions on what to do anyone - would be really grateful.

      Cheers.


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    3. #2
      penrhyn's Avatar
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      Re: Internet connection has stopped!

      Ensure that your router is plugged into you phone socket via a filter then....

      Switch off your router at the wall wait a few seconds and switch it on again and note the operation of the i internet light.

      The sequence should be

      Orange flashing.............Attempting to synchronise with the exchange
      Orange solid.................Synchronised with exchange but not logged in.
      Green solid...................Logged in to Sky.


    4. #3
      MrCuddles's Avatar
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      Re: Internet connection has stopped!

      I'm thinking I might need to reinstall the Sky BB software and have a hunt for the disc. Has anyone got a link to the page to download this (have checked the forums but no joy?)

    5. #4
      pumpkin's Avatar
      pumpkin is offline Sky User Member
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      Re: Internet connection has stopped!

      This sounds like it is almost certainly a DNS problem.

      Very first thing, confirm this.

      Do start --> run --> cmd.

      type ping 77.240.11.57. If this doesn't come back with any response, it sounds like your internet connection is down totally. (You can try some other IP's as well, like 85.236.96.2 or 195.40.1.36).

      Windows will uselessly say your internet connection is fine if the LAN part of your network is okay, even if the DSL side is broken.

      First thing first, check if Sky DNS works for you :-

      Do start --> run --> cmd.
      In the command prompt window, type "nslookup"
      At the nslookup prompt (the >), type in "server 90.207.238.97".
      Type in a name to lookup "ie. www.skyuser.co.uk".

      If you get back a result, your computer just successfully queried Sky DNS. This is obviously a good thing.

      Next thing is to check that your router is using the correct DNS servers (as normally your computer doesn't query Sky DNS directly, it asks your router to do it for you).

      Type "exit" to get out of the nslookup program. Then type "ipconfig", and note the default gateway for your network. This is almost certainly 192.168.0.1, but if it isn't, note it down.

      Now, load up a webbrowser and connect to http://192.168.0.1. Login with the username: admin and the password: sky.

      Now, fish around in the routers web control panel, and check if you can find what DNS servers it is using. If they aren't 90.207.238.97 and/or 90.207.238.99, you have almost certainly found your problem.

      You can work around this by going to your network control panel in windows, and setting your DNS servers manually for your network card, but the real solution should be to set the DNS servers to "auto configure" on your router.
      Last edited by pumpkin; 28-10-08 at 04:37 PM.

    6. #5
      IWasNotTheEnemy's Avatar
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      Re: Internet connection has stopped!

      nothing on the disc sets anything up, so leave the disc alone...

      you don't say if the @ light is on - this is the important one and the one which indicates you're online...without it, you can't get online...
      -------------------------------------------



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

    7. #6
      MrCuddles's Avatar
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      Re: Internet connection has stopped!

      Quote Originally Posted by IAmNotTheEnemy View Post
      nothing on the disc sets anything up, so leave the disc alone...

      you don't say if the @ light is on - this is the important one and the one which indicates you're online...without it, you can't get online...
      Thanks - the 'i' light next to the wireless one is not on
      http://www.instantbyte.com/images/WGR614FSCW.jpg

    8. #7
      MrCuddles's Avatar
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      Re: Internet connection has stopped!

      Quote Originally Posted by pumpkin View Post
      This sounds like it is almost certainly a DNS problem.
      .....
      Thanks for this, I'll give it a go. I'm a bit freaked out about why this has suddenly happened.

    9. #8
      IWasNotTheEnemy's Avatar
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      Re: Internet connection has stopped!

      ah right, Phase 1 router...in that case, if the 'i' light isn't on that's why you can't get online...this is one indicating you're online, so ignore the DNS issue...
      -------------------------------------------



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

    10. #9
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      Re: Internet connection has stopped!

      So, have you tried turning your router off and on again, and checked the connection between it and your telephone point?


    11. #10
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      Re: Internet connection has stopped!

      Go into the router Status page and click the Connection Status button. Click the Disconnect button, wait 30 secs and click the Connect button.

      If this does not get you connected Click the Sky Test button, make a note of the error it reports and quote this when you phone Sky.

      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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