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    Unusual Internet Routing Problem Hits Sky Broadband Users

    This is a discussion on Unusual Internet Routing Problem Hits Sky Broadband Users within the Sky Broadband Service Status forums, part of the Sky Broadband help and support category; UPDATE5 Unusual Internet Routing Problem Hits Sky Broadband Users - ISPreview UK Customers of Sky Broadband (Fibre) are this morning ...

    1. #1
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      Unusual Internet Routing Problem Hits Sky Broadband Users

      UPDATE5 Unusual Internet Routing Problem Hits Sky Broadband Users - ISPreview UK
      Customers of Sky Broadband (Fibre) are this morning reporting an unusual Internet routing or Domain Name System (DNS) related problem, which means that some websites and online servers work (e.g. IPv6 versions of Google, Facebook and YouTube) and many others (e.g. IPv4 sites) do not.

      At the time of writing Sky, despite a huge influx of complaints that began at around 3am this morning, still has not acknowledged the problem and their support staff on Twitter claim they “can’t see any issues.” Never the less a quick look at the ISP’s Facebook and Twitter support feeds clearly show a problem, which appears to be popping up all over the UK.

      In all cases the broadband service and router lights all report to have connected normally, yet when customers try to load most websites (except those highlighted above) and other online services they find themselves unable to do so. The fault appears to be related to Sky’s Internet routing rather than the customers hardware. Rebooting the router will make no difference.

      UPDATE 8:23am

      After several hours of complaining, Sky’s support team have finally acknowledged the problem. However their website’s Service Status page still reports no issues.

      UPDATE 8:33am

      A bit of checking with some local Sky Broadband customers reveals that the issue appears to be sporadic, with some customers able to use the Internet fairly normally (albeit apparently a bit slower than usual) and many others not. The groups we checked with were split between two different local telephone exchanges.

      It’s separately been noted that Telecity (a major datacentre) had another power issue last night in their Harbour Exchange, which might potentially be related. Regular readers will recall that a similar group of incidents caused two days of Internet routing chaos last month (here).

      UPDATE 9:02am

      The fault appears to be predominantly affecting customers of Sky Fibre (FTTC / VDSL) based broadband packages rather than their older ADSL2+ using services. Sky’s official service status page now reflects this.

      Sky Service Status Update
      If you have Sky Fibre or Sky Fibre Unlimited in your home, you may not be able to get online at the moment. We’re investigating the fault now and we’re sorry for any inconvenience caused.

      UPDATE 10:16am

      We can confirm that Internet connectivity should be starting to return to normal, at least that seems to be what customers are reporting and is confirmed by our own local experience.

      UPDATE 10:37am

      A Sky spokesperson has now official said that the problem is “resolved” and they’ve also apologised for “any inconvenience caused.” Meanwhile we are still chasing Sky for a fuller explanation of what went wrong.


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      Re: Unusual Internet Routing Problem Hits Sky Broadband Users

      Can't say we noticed any impact at all from that incident here. Presumably some sort of DNS problem? I recall that happening a long long time ago and, as a result, we have had other DNS servers configured on all our computers, phones & tablets ever since.
      ++ speedyrite ... powered by Sky Broadband since 2007 ++

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      Re: Unusual Internet Routing Problem Hits Sky Broadband Users

      Same here, but then it is likely to have affected some members.

      If people had an issue earlier today, then it is likely that this was to blame.

      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

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      Re: Unusual Internet Routing Problem Hits Sky Broadband Users

      Indeed so. Similar to the "don't use your ISPs email service", I would also recommend "don't rely solely on your ISP's DNS service"!

      But I suppose many folk simply don't know about these things. Most of the time using them is not a problem, but when things occasionally go bad then a little bit of understanding can sometimes save a lot of heartache and distress.
      ++ speedyrite ... powered by Sky Broadband since 2007 ++

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      Re: Unusual Internet Routing Problem Hits Sky Broadband Users

      Perhaps in fairness all providers are at potential risk of being taken down should someone launch a DDoS attack. That also includes alternative DNS providers.

      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

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      True but having a few different servers plumbed in to the network connection settings reduces the risk level when this type of problem/outage occurs (unless there's some sort of wider national or global issue!)
      ++ speedyrite ... powered by Sky Broadband since 2007 ++

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      Re: Unusual Internet Routing Problem Hits Sky Broadband Users

      As much as I agree that you shouldn't have all your eggs in one basket, unfortunately the Sky routers have always had their DNS server settings fixated on Sky and locked up so it's impossible to change them.

      I was a little busy this morning and have to say that didn't notice any issues with things myself. I guess that on this occasion I was lucky.

      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

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      Same here. Changed settings on individual devices, of course!
      ++ speedyrite ... powered by Sky Broadband since 2007 ++

     

     

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