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    Internet dies after browsing one page.

    This is a discussion on Internet dies after browsing one page. within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi everyone. After spending 3 days browsing forums and 3 hours on to 1st line technical support. I thought I ...

    1. #1
      MikeZ's Avatar
      MikeZ is offline Sky User Member
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      Internet dies after browsing one page.

      Hi everyone.

      After spending 3 days browsing forums and 3 hours on to 1st line technical support. I thought I would just ask if anyone has any ideas.

      I have an odd problem, I have been using my own router for some time now about 9 months. Suddenly my Internet cut out and the router responded no Internet connection detected.

      So I did the usual restart/reboot everything. And it worked for all of 10 seconds. I browsed 1 page and it dies again. So naturally I restarted it again. But now I'm having the same thing happen constantly.

      I found my old sky router that they supplied me with but it's having the same problem. 1-2 pages and Internet not detected.

      If I turn of all my computers and restart the router the "I" stays green indefinitely but as soon as you load any data it turns orange after about 30 seconds.

      Customer support was no help at all. They did the beep test down the line and it was fine, had the router connected directly to the master socket via filter. Stil the same.

      I have tried 3 different makes of router including 2 sky ones. I am currently on the 3rd day of waiting for the tech people to phone. And I'm currently using the 3G on my phone atm. And seeing as I run an Internet business I'm stuck until it's fixed.

      I don't believe I have exeded the FUP as I havnt received an email from them or anything. It just stopped. It seems like as soon there is any data on the line it drops. Have left my sky router connected in case tech guys do any line tests in the meantime.

      Thanks in advance to anyone that might have an idea of what's going on!


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    3. #2
      Sanity's Avatar
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      Re: Internet dies after browsing one page.

      Have you connected to the test socket? You said you were in the master, but if you have a test socket you should connect to that and see if it resolves the issue, which would indicate a faulty faceplate.

      We unfortunately have no control over the callbacks, you are waiting for CST, and once your issue has been escalated to them theres nothing we can do at tier one.

      Might be worth calling and asking them to check if your line is correctly configured, in case its causing a problem. Some, but not all in tier one, have access to reconfigure if thats the issue.

    4. #3
      MikeZ's Avatar
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      Re: Internet dies after browsing one page.

      Thanks for the quick reply!

      Ive tried the test socket with just the router and the micro filter attached but still have the same problem.

      I'm assuming this means that either there is a problem on sky's end or with the physical line it's self.

      However if it was the physical line it wouldn't connect at all but it does for the first few seconds / pages. So it must mean it's not configured properly or the problem is with sky.

      Anyone else have any ideas?

      Thanks again.
      Last edited by MikeZ; 17-05-11 at 01:05 PM.

    5. #4
      MikeZ's Avatar
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      Re: Internet dies after browsing one page.

      Well I called sky again after my 4th day without service and the lady said I would get a call back within 3 hours. But surprise surprise nothing.

      Any one got any ideas how I can fix this? Support seems useless. Gonna phone them again in min.

    6. #5
      Scubbie's Avatar
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      Re: Internet dies after browsing one page.

      Which part of the country are you in?

      This might be particularly relevant as Broadstairs and Ramsgate are currently experiencing problems for those who are on Sky Talk & Sky BB.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    7. #6
      MikeZ's Avatar
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      Re: Internet dies after browsing one page.

      Hi

      I'm in the west midlands :S Solihull specifically.

      Finally got through to CST yesterday. They said my router could still receive Internet even though the connection was dead at my end. And they are sending me a new router even though I know the problem isn't with the router. Seems I know more than sky at this point. Disappointing.

      I have even contacted billing incase my payment hadn't gone through and they had cut me off but its all fine.

    8. #7
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      Re: Internet dies after browsing one page.

      I think an orange light usually means the PPP connection has dropped.

      Log into your router, and check your ADSL stats to see if the ADSL connection remains up.

      Which Sky router do you have? If it is the white one (Netgear DG834GT), then it is possible to obtain the detailed adsl stats, which include CRC/HEC error counts, and also check the PPP connection log.

    9. #8
      GrimTech's Avatar
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      Re: Internet dies after browsing one page.

      Quote Originally Posted by MikeZ View Post
      Hi

      I'm in the west midlands :S Solihull specifically.

      Finally got through to CST yesterday. They said my router could still receive Internet even though the connection was dead at my end. And they are sending me a new router even though I know the problem isn't with the router. Seems I know more than sky at this point. Disappointing.

      I have even contacted billing incase my payment hadn't gone through and they had cut me off but its all fine.
      Sorry for the off topic, I'm from the West Midlands, I was born in Walsall :3
      My Current Stats
      ADSL Link-Downstream Upstream
      Connection Speed-22014 kbps 1150 kbps
      Line Attenuation-3.5 dB 3.6 dB
      Noise Margin-7.3 dB 9.4 dB


    10. #9
      MikeZ's Avatar
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      Re: Internet dies after browsing one page.

      Hey,

      Ill check the adsl stats when i get home, at a friends atm stealing their internet.

      Ill post back if I find something.

      Hopefully they new sky router will come tomorrow and maybe it'll fix it who knows.

      Ps: Hi Grim! hehe.

    11. #10
      GrimTech's Avatar
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      Re: Internet dies after browsing one page.

      Sup, Nice to see a fellow West Midlands, I don't live there now as me and my dad moved to Somerset (UK) :sadface: lol
      My Current Stats
      ADSL Link-Downstream Upstream
      Connection Speed-22014 kbps 1150 kbps
      Line Attenuation-3.5 dB 3.6 dB
      Noise Margin-7.3 dB 9.4 dB


     

     
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