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    Telephone Working but Broadband not

    This is a discussion on Telephone Working but Broadband not within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi All, My broadband has developed a fault and the internet light stays solid Orange and doesn't turn to green. ...

    1. #1
      stujolly's Avatar
      stujolly is offline Sky User Member
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      Telephone Working but Broadband not

      Hi All,

      My broadband has developed a fault and the internet light stays solid Orange and doesn't turn to green.

      I called sky and they done the usual tests and my line was ok. I tried using the BT master Port and my phone still worked but broadband didn't.

      The cable from my microfilter to my router was looking strecthed so I replaced that but still no broadband.

      My suspicions are that either both cables have been faulty or that it is my router.

      My understanding is that because my phone line works it can't be the line therefore it is either my microfilter (which I have also changed) my cable or the router.

      Is there anything obvious that I am missing before I request a new router?

      Many thanks


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    3. #2
      Smithy99's Avatar
      Smithy99 is offline Sky User Member
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      Re: Telephone Working but Broadband not

      Quote Originally Posted by stujolly View Post
      My understanding is that because my phone line works it can't be the line therefore it is either my microfilter (which I have also changed) my cable or the router.

      Is there anything obvious that I am missing before I request a new router?

      Many thanks
      This is not the case, just because the line will work for voice does not mean it will work for broadband.

      There are a few things it can be:-

      1- Router. (replacement needed from Sky) if you have a spare or could borrow one for a few minutes you could always plug it in and see if it syncs, you don't need your user or password for this and it will rule out the router.

      2- Exchanges fault. (Call needed to Sky to get BT to investigate).

      3- Someone from BT has accidently pulled you line from the Sky equipment. (Call needed to Sky to get BT to investigate).

      4- Someone from Sky has made a mistake and ceased your service. (has happened before and will need Sky to sort it out).

      5- Connection problem your end. (if you have replaced the cable and tried the master and test socket if you have one this just about rule this one out).

      You need to speak to Sky again, if you are not syncing with the exchange then they should not be able to see you connected at their side and that alone should then require them to investigate it further, it is not good enough to say there is not a problem and leave it at that.

      Log into your router and post your router stats, also check the log and see what it says, post it also if you can.

    4. #3
      Isitme's Avatar
      Isitme is offline Sky User Moderator
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      Re: Telephone Working but Broadband not

      It may also be worthwhile opening the router settings and clicking the 'Sky Test' button. Make a note of the error number and report this to 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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