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    Connection Down

    This is a discussion on Connection Down within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, I have a strange one for you that I'm hoping somebody can help me with. During playing on my ...

    1. #1
      StevoForEngland's Avatar
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      Connection Down

      Hi,
      I have a strange one for you that I'm hoping somebody can help me with. During playing on my XBOX my internet light went off on my router and since then (8 days) I haven't managed to connect again. The router attempts to reconnect randomly but that just results in the internet light flashing amber for anything from 2 seconds up to 10 seconds and then the light goes out. I have checked all connections and I have even gone as far as:

      I borrowed a working router from a friend also on Sky, I used his cable and I used his filters. I attached all these directly to the master socket under the faceplate, I had nothing but the router connected to the master socket via the filter. However exactly the same thing is happening, it will not connect.

      When I said that I hadn't managed to connect up since it went down it is a slight lie, I managed to get the fixed green internet light once for about 10 seconds, this was whilst connected to the normal socket rather than the master socket under the faceplate.

      Has anyone ever had this problem, or even recognise what might be happening. And if so, what can I do to get it resolved.

      Any help would be greatly appreciated.


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    3. #2
      User05's Avatar
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      Re: Connection Down

      Looks like a line fault at this point. Call up sky whilst plugged into the test socket (the test port behind the master faceplate) with just a filter and the phone and router connected. Confirm with them that you've tried another router, dsl cable and filter.

      Any noise on the landline?

    4. #3
      StevoForEngland's Avatar
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      Re: Connection Down

      I rang Sky and suddenly as I opened the line my broadband connected. How has this happened considering it went down in the middle of me using it? I spoke to Sky anyway and they say it was probably my extention cable I'm using, I used a brand new one and it did the same.

    5. #4
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      Re: Connection Down

      If you use the short light grey dsl cable sky supplied, does the internet light still drop? Does the internet light only seem to come on whilst the phone is in use?

    6. #5
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      Re: Connection Down

      Unfortunately I can't find the short lead I got with the router so the nice lady from Sky is sending me one and a new filter, but yes, the internet light only comes on when the phone is in use, or at least when a dial tone is audible.

    7. #6
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      Re: Connection Down

      When you receive the new equipment, swap over the filter and use said short cable instead of the extension cable. If the internet light still only comes on whilst the phone is in use, then it's pointing towards a high open fault which you'll need sky to get openreach out to fix.

    8. #7
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      Re: Connection Down

      Quote Originally Posted by StevoForEngland View Post
      I spoke to Sky anyway and they say it was probably my extention cable I'm using, I used a brand new one and it did the same.
      she is probably right, you should use the short grey adsl cable sky give you and run a long cat5 ethernet cable from the router to your pc

    9. #8
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      Re: Connection Down

      Thanks guys, I'll wait for my new cable from sky and leave my router near my phone socket downstairs from now on. Shame its a bank holiday weekend now, no XBOX live for me!

    10. #9
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      Re: Connection Down

      Sky have finally sent me a new cable and filter and as I expected it has made no difference it still does the same, the internet light flashes amber for a few seconds then stops. I can however still connect when I open the phone line. This is slightly more then frustrating now so does anyone have any ideas or further steps I can take?

    11. #10
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      Re: Connection Down

      Call sky back up and get passed back to the customer solutions team. I'm sure everything you've been through will already be noted, so it'll probably be obvious to them that it sounds like a high open fault. They'll get openreach to sort it out for you.

     

     

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