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    MAC address not registered with Sky but says I am connected?

    This is a discussion on MAC address not registered with Sky but says I am connected? within the Sky Router forums, part of the Sky Broadband help category; Hi. Hope you can help me! I bought Sky broadband a couple of weeks ago, my activation date was 11/11/07. ...

    1. #1
      87SR's Avatar
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      Thumbs down MAC address not registered with Sky but says I am connected?

      Hi. Hope you can help me!

      I bought Sky broadband a couple of weeks ago, my activation date was 11/11/07.
      I have the new black Sky router although not sure exactly what the model number is. Im sure you know the one anyway.

      I have phoned Sky broadband technical helpline and they have told me that it says I am connected on their sytem. They asked me for my MAC address and then my serial number but then told me that they could not see my router on their system? As if my MAC address and serial number and router does not exist??

      One agent I spoke to said she would have to speak to supervisors and managers before telling me that she would have to pass this problem onto a higher level of technical help but before she could do that I had to have a valid MAC address.
      She said she would call me back, so I left it about 8 hours and phoned back.
      After going through the whole problem again another agent then told me it could take 24 hours for my MAC address to be manually put on their system.

      I phoned back today and after going through it all for the third time and updating her wih exactly what I had been told by the other agents she told me exactly the same thing as if she hadnt listened to me the whole time.
      I asked if someone could phone me back when they have a clue what it is but so far no call. I dont imagine anyone would phone me back anyway.

      I have not moved from another broadband company and have connected through the wireless before on a different network with no problems.
      The internet light on the router is amber not green as it should be and I cant browse any web page through the ethernet cable either. Ive been through a lot of threads on here and checked that everything is as it should be and have also tried the firewall option.

      Has anyone else had this problem?
      Last edited by 87SR; 15-12-07 at 10:35 PM.


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    3. #2
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      Re: MAC address not registered with Sky but says I am connected?

      This problem has been encountered before. The box the router comes in has a barcode on the outside which should have been scanned before it was sent to you. This is what normally adds your router's details to Sky's systems.

      Occasionally, a router doesn't get scanned and they have to add the router's details manually over the telephone. I suspect it doesn't occur too often, which means that many customer service agents won't have encountered this particular problem and might not be entirely sure of what to do when it happens.

      A bit of perseverence with Sky Customer Service should get this fixed.

    4. #3
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      Re: MAC address not registered with Sky but says I am connected?

      Thank you

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      Re: MAC address not registered with Sky but says I am connected?

      I have just had the same problem with a friend who has just joined. He spent an hour on the phone before coming to see me to 'fix his pc'. He was told that's what was wrong by Sky support. I told him to bring his router too, a Sagem F@st, the type of router is on the carton by the way.

      Plugged in his PC to my network first, as the Sky bod had convinced him his PC had something wrong with it. Of course, it fired up and went straight on to the net first time.

      Swapped his router for mine and no connection. Went through the usual diagnostics, reboot, reset, still nothing. The Sky Test reported DNS authentication failed - error 300. Had a look at the Router Log and found a string of Username and Password Failed entries. Conclusion: his log in details have not been entered in the system even though he was supposed to be connected to Mid on the 12th.

      I have told him to phone Sky again tomorrow(he is working tonight) and tell them what he has found out. I just hope he gets someone who will listen to what he has to say and not put him through the, useless in this case, laid down script, which he has done twice already. I have also told him to tell them he expects some recompense, as this is entirely down to Sky's incompetence.

      TomD


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      Re: MAC address not registered with Sky but says I am connected?

      He needs to tell them about the error 300, if he does it will be sorted. He will have to go through some troubleshooting though as it will take a couple of mins to get to that point in the list of things that have to be answered first.
      Oh and telling TS he wants compensation for loss of connectivity for 4 days will get you nowhere as CS deal with that so he needs to call them as well.

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      Re: MAC address not registered with Sky but says I am connected?

      I went through that Error:300 with all three agents at Sky and all of them said that they dont know what it is and cant pass this technical problem onto a higher level until my MAC address is added onto the system.
      I thought they would have gone through all these teething problems by now though!

    8. #7
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      Re: MAC address not registered with Sky but says I am connected?

      They have, unfortunately this is human error on the logistics group side and the T1 guys are correct, no MAC on system, no ticket, no ticket, no escalation to resolutions. Call back and ask that the MAC information and your account details be passed to a team leader to be inputted onto the system and also ask that a ticket be raised for a 300 error message too. Once that is done the issue can be resolved properly, it must be escalated to a team leader though as the MAC will have to be raised manually if it is not possible to capture it live on the system due to it not validating. One thing to do though is double/ triple check the MAC or serial number that you are giving as they are not easy to read correctly sometimes. Bs look like 8s etc.

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      Re: MAC address not registered with Sky but says I am connected?

      I checked the MAC address and serial number so many times. Thats one thing the agents said to me was to check that Im not mistaking B's for 8's etc etc but its all correct.

      Will phone them up now actually and see if its been passed on.

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      Re: MAC address not registered with Sky but says I am connected?

      If not tell them you wish to raise a fomal complaint about your situation not being dealt with properly, if you have been told that the MAC was not being recognised and would needed to be manually added then it should have been done by now and the ticket raised.

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      Re: MAC address not registered with Sky but says I am connected?

      I am having exactly the same problem. I'd say it's something as simple as some jub not correctly booking the shipping of routers to correct telephone customers!

      My activation date was 11/12/07. Router powers up fine but I find I'm staring at a amber light. On phoning tech support on the 11th I was told 'Oh it will be fine, give it 24hours as the line would be 'completely' connected. 24 hours later still no connection and no green light. I phoned, 'well really you need to give the activation date +3days as we stated in the letter'. 3 days later still no connection and only the amber light. I phone back. Only then did they start testing the line and asked me for my MAC address and serial number. I was told that this MAC address doesn't exist and need to be given to a higher level of technical support. A supervisor will phone me back before 11am on Saturday. They of course didn't phone back, I phoned them and insisted to speak to a supervisor. I spoke to a supervisor who explain that my MAC address hasn't been registered to my telephone line so it won't work. He apologised and said he would take personal responsibilty and that I will be able to connect sunday evening.

      Needless to say, I've rocked home after a very heavy saturday night and sunday lunch with the in laws to find that it is STILL not working! Too tired to bother to go through the same again, I've given them another day.

      I am now looking at Virgin TV and Broadband. If this is not resolved this evening 17th December. I'm strongly considering cancelling all my sky products.

     

     
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