Your forum username:
Do you already have an account?
Forgot your password?
  • Log in or Sign up


    Welcome to Sky User - The Unofficial Support Forum for everything Sky! - Proudly helping over 65k members.


    Advertisement

    Page 1 of 2 12 LastLast
    Results 1 to 10 of 19

    No Connection since Friday 17 June

    This is a discussion on No Connection since Friday 17 June within the Sky Router forums, part of the Sky Broadband help category; Around 9.00 pm on Friday evening my connection dropped out. Have gone through all the troubleshooting steps. Have done all ...

    1. #1
      bathbugle's Avatar
      bathbugle is offline Sky User Member
      Exchange: 01225
      Broadband ISP: Sky Broadband Unlimited
      Router: Sagem F@ST 2504
      Sky TV: Sky Basic
      Join Date
      Jun 2011
      Posts
      4
      Thanks
      0
      Thanked 0 Times in 0 Posts

      No Connection since Friday 17 June

      Around 9.00 pm on Friday evening my connection dropped out.

      Have gone through all the troubleshooting steps. Have done all the resetting stuff etc. No internet to the router and hence no wireless signal coming out of the Router. Status of the Lights on the Router are :-

      Power Light ON
      4 Ethernet lights all ON (although nothing connected)
      All other lights OFF (including the @ light)

      I have logged the fault with Sky but can't afford to be without the internet for a prolonged period. I live in the Bath area. Any ideas anyone?
      Thanks


    2. Advertisement
    3. #2
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,256
      Thanks
      65
      Thanked 1,655 Times in 1,616 Posts

      Re: No Connection since Friday 17 June

      Quote Originally Posted by bathbugle View Post
      Around 9.00 pm on Friday evening my connection dropped out.

      . No internet to the router and hence no wireless signal coming out of the Router. Status of the Lights on the Router are :-

      Power Light ON
      4 Ethernet lights all ON (although nothing connected)
      All other lights OFF (including the @ light)
      Thanks
      It does not need to be connected to the internet for the wireless to operate. This means, your power supply or the router itself is faulty. Try another 12v power supply if you have one.
      If you have another router, plug it in and see if the @ light comes on.

      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.





    4. #3
      bathbugle's Avatar
      bathbugle is offline Sky User Member
      Exchange: 01225
      Broadband ISP: Sky Broadband Unlimited
      Router: Sagem F@ST 2504
      Sky TV: Sky Basic
      Join Date
      Jun 2011
      Posts
      4
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: No Connection since Friday 17 June

      Have neither so I guess it's buy another Router?

    5. #4
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,256
      Thanks
      65
      Thanked 1,655 Times in 1,616 Posts

      Re: No Connection since Friday 17 June

      With the symptoms you have, Sky help should have known immediately that your router or PSU were faulty and should have offered to replace them. What did they say when you spoke to them?

      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
      bathbugle's Avatar
      bathbugle is offline Sky User Member
      Exchange: 01225
      Broadband ISP: Sky Broadband Unlimited
      Router: Sagem F@ST 2504
      Sky TV: Sky Basic
      Join Date
      Jun 2011
      Posts
      4
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: No Connection since Friday 17 June

      That I needed to update the router software and they would send me new disc (taking up to 5 days). I have no idea where my old disc is as this has worked no problem for about 3 years solid.

    7. #6
      Isitme's Avatar
      Isitme is offline Sky User Moderator
      Exchange: Bannockburn
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Hub SR102
      Sky TV: Sky+ HD
      Join Date
      Dec 2006
      Location
      Central Scotland
      Posts
      34,256
      Thanks
      65
      Thanked 1,655 Times in 1,616 Posts

      Re: No Connection since Friday 17 June

      From what I have read on here, that seldom works.

      If you like I could send you the Sagem Utilities folder by email. I only have the Version 3 disk so I am not sure if it would help. Maybe one of the Sky bods on here could advise?

      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.





    8. #7
      Sky eService Team's Avatar
      Sky eService Team is offline Sky Team
      Exchange:
      Broadband ISP: Sky Corporate
      Router: Non Sky Router
      Sky TV: Sky+ HD
      Join Date
      Mar 2011
      Location
      BSkyB
      Posts
      99
      Thanks
      0
      Thanked 17 Times in 11 Posts

      Re: No Connection since Friday 17 June

      Hi bathbugle,

      Sorry to read about your issues regarding your router. From the description you gave about the lights on router this would indicate either a firmware issue or a faulty router. The first thing we would need to investigate is the firmware in the router.

      Have you received your disk to update the firmware?

      Sky eService Team
      Sky eService Team

      Sky Help Centre http://www.sky.com/help
      My Sky and Sky iD https://mysky.sky.com

    9. #8
      munties's Avatar
      munties is offline Sky User Member
      Exchange: Warminster
      Broadband ISP: Sky Mid
      Router: Sagem F@ST 2504
      Sky TV: Sky+HD box
      Join Date
      Nov 2008
      Posts
      7
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: No Connection since Friday 17 June

      I too have the same fault & only live 30 miles away from Bath, I have been told today that I will need a new power supply & will have to pay for it to be sent.

      I am not allowed by the user agreement to use my own equipment & I have to pay for something I never chose or have a choice in whether its the best equipment for me.

      I understand keeping everyone on the same equipment to make things easier to fault find, but it does seem to sting when all we seem to hear is how the EU is making providers of any service, ensure that the customer has a choice & is not restricted by products of only one manufacture.

    10. #9
      Scubbie's Avatar
      Scubbie is offline Sky User Moderator
      Exchange: 02392
      Broadband ISP: Sky Fibre Unlimited
      Router: Sky Q Hub ER110
      Sky TV: Sky+HD box
      Join Date
      Mar 2010
      Location
      Near Portsmouth
      Posts
      28,078
      Thanks
      828
      Thanked 2,207 Times in 2,076 Posts

      Re: No Connection since Friday 17 June

      If you have access to your own router, you could extract the password from your old Sagem and then use it. You'll find all the necessary instructions, links and warnings on this forum.

      Whilst it is technically against Sky's T&Cs, many people do use their own routers.

      If the PSU is definitely faulty, then as a temporary measure you could use another router's 12v 1amp PSU.

      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

    11. #10
      munties's Avatar
      munties is offline Sky User Member
      Exchange: Warminster
      Broadband ISP: Sky Mid
      Router: Sagem F@ST 2504
      Sky TV: Sky+HD box
      Join Date
      Nov 2008
      Posts
      7
      Thanks
      0
      Thanked 0 Times in 0 Posts

      Re: No Connection since Friday 17 June

      The problem is that it never boots up properly to get access via the LAN cable.

      I did just get this response from Sky

      "Dear Mr ******,
      Thank you for your email regarding your Sky Broadband connection.
      Unfortunately we can not advised you of the username and password for your Sky Broadband connection.
      If you wish to order a replacement power supply please advised of a time we can call you to order the product or alternatively we can call you reply with a time best to call you a a preferred contact number we can call you back to process the order.
      Again unfortunately we can not process a replacement free of charge.
      If you have any further queries please reply to this email, we'll be happy to help.
      Kind regards,

      Matthew

      Sky Help Centre"

      I feel that poor Mathew may be at the end of a long shift as it has taken couple of reads for me to make sure my eye sight isn't failing or that what I thought was a large glass of wine was Absinthe by mistake.

      I'm at the end of my contract with sky now & although I've always had a great connection speed, I think I'll cancel the HD package, land line & BB to give Virgin a try.

      I'll summon up the patience to call the disconnection team tomorrow & time how long it takes.

     

     
    Page 1 of 2 12 LastLast

    Tags for this Thread

    Posting Permissions

    • You may not post new threads
    • You may not post replies
    • You may not post attachments
    • You may not edit your posts
    •  
    SkyUser - Copyright © 2006-2017. SatDish and NewsreadeR | SkyUser is in no way affiliated with Sky Broadband / BSkyB
    RIPA NOTICE: NO CONSENT IS GIVEN FOR INTERCEPTION OF PAGE TRANSMISSION