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    New router - unable to connect to internet

    This is a discussion on New router - unable to connect to internet within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi there, Today I received a new router (Sagem F@ST 2504n) as a replacement for my previous, which was broken. ...

    1. #1
      AlexCox's Avatar
      AlexCox is offline Sky User Member
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      New router - unable to connect to internet

      Hi there,

      Today I received a new router (Sagem F@ST 2504n) as a replacement for my previous, which was broken.
      I plugged it in and started the start-up procedure, but the 'internet' light stayed a solid amber. I tried swapping the ADSL cable, and the microfilter without any change.
      I have tried to contact Sky's broadband support but they weren't much help in fixing, I've just been left with no internet and the word of an employee that they will look into the problem.

      I understand that Sky routers are 'locked' in a sense; unable to use a 3rd party router(s) on a sky line. Could this be the cause of not being able to use my new router? Is the line locked to my old one?

      Everything possible (to my knowledge and Sky's customer and tier 2 support) has been tried. I would also like to mention that the filter is plugged into my ONLY telephone socket and I do not have a test socket on this mount.


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    3. #2
      mattan's Avatar
      mattan is offline Sky User Member
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      Re: New router - unable to connect to internet

      Was this replacement router from Sky? Might just be that the router is faulty if you've not changed anything else.

    4. #3
      AlexCox's Avatar
      AlexCox is offline Sky User Member
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      Re: New router - unable to connect to internet

      Quote Originally Posted by mattan View Post
      Was this replacement router from Sky? Might just be that the router is faulty if you've not changed anything else.
      Hi mattan, thanks for your reply.

      My previous router was having this problem except the other day it stopped to even turn on. Myself and Sky believed the problems to be linked, therefore they sent out a new router. But, as I forgot to mention in my original post, I had this problem with my previous router. However, part of me still thinks that it only went the first time due to a fault with the router as sometimes they internet may work for a couple of hours out of the day (but it hasn't worked so far with the new router)

      Thanks,
      Alex

      Sorry about the layout and spelling/grammar, having to write these posts from my phone

    5. #4
      Isitme's Avatar
      Isitme is offline Sky User Moderator
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      Re: New router - unable to connect to internet

      My previous router was having this problem except the other day it stopped to even turn on.
      Can you plug your old router back in using the new PSU, see what happens. See if it works. There is a good chance there is a problem with your connection, Sky's knee jerk reaction is to send out a new router especially if it is within warranty, it is cheaper than calling in BTO

      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.





    6. #5
      AlexCox's Avatar
      AlexCox is offline Sky User Member
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      Re: New router - unable to connect to internet

      Quote Originally Posted by Isitme View Post
      Can you plug your old router back in using the new PSU, see what happens. See if it works. There is a good chance there is a problem with your connection, Sky's knee jerk reaction is to send out a new router especially if it is within warranty, it is cheaper than calling in BTO
      The new power adapter is too big for my old router so I guess I can't test it

    7. #6
      mattan's Avatar
      mattan is offline Sky User Member
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      Re: New router - unable to connect to internet

      Do you have a test socket anywhere in your property or is it an old style master socket?

      If two routers are failing to connect, then it does seem like a line fault or an issue with the socket.. Have Sky tried a line test?

     

     

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