Need help... Broadband down!

[Amandafiz20]

Hi,
Just joined sky a month ago with bb unlimited! Everything was working great until three days ago when the bb went down! All the lights on the router are green but I can't get a wired or a wireless connection. I've been on the phone countless times to sky who have said it could be up to 9 days before they can phone me back to get a solution!
Was wondering if anyone had any ideas!
Thanks

[Sanity]

Hi,
Just joined sky a month ago with bb unlimited! Everything was working great until three days ago when the bb went down! All the lights on the router are green but I can't get a wired or a wireless connection. I've been on the phone countless times to sky who have said it could be up to 9 days before they can phone me back to get a solution!
Was wondering if anyone had any ideas!
Thanks

Have you got a firewall on your pc? Try turning it off and see if you can connect. It might need updating. I had 2 ppl with this issue yesterday and this resolved it.

If your problem has been escalated to CST you could be waiting between 72 hours and 9 days for a callback.

[Amandafiz20]

Yeh I've turned off the firewall and went through all the tests over the phone with sky. I looked at my firmware and I think it's up to date! It's 5.14.6.1a4n!

[Scubbie]

Have you tried connecting to the router's user interface?

Using your browser, type 192.168.0.1 into the address line and press return.

This can be done with either a wired or wireless connection. If one fails, then try then other.

If this has failed, then to rule out there being any issues with the settings on your router, could you perform the following tasks please:

• look at the LED on the front of the router and see if the LAN port LED is illuminating when you plug in your computer. You may also wish to swap the Ethernet lead with another known working lead
• Reset the IP settings for your wired port and redo the test above (i.e. access the router only) using the LAN port
• Reboot your computer in 'Safe mode with Networking' and try to access just the router (press F8 before the 'M$ Windows is Starting' message appears and select Safe mode with Networking)
• With the router powered up, press and hold the reset button on the back of the router for 10 seconds

Resetting the router will loose any personal settings that you may have made to the router, but it will remove them should they be causing the problem.

Retry connecting to your router via your browser. Again use both wired & wireless connections.

Either way, come back and let us know if you can or cannot access the router.

[Amandafiz20]

Have you tried connecting to the router's user interface?

Using your browser, type 192.168.0.1 into the address line and press return.

This can be done with either a wired or wireless connection. If one fails, then try then other.

If this has failed, then to rule out there being any issues with the settings on your router, could you perform the following tasks please:

• look at the LED on the front of the router and see if the LAN port LED is illuminating when you plug in your computer. You may also wish to swap the Ethernet lead with another known working lead
• Reset the IP settings for your wired port and redo the test above (i.e. access the router only) using the LAN port
• Reboot your computer in 'Safe mode with Networking' and try to access just the router (press F8 before the 'M$ Windows is Starting' message appears and select Safe mode with Networking)
• With the router powered up, press and hold the reset button on the back of the router for 10 seconds

Resetting the router will loose any personal settings that you may have made to the router, but it will remove them should they be causing the problem.

Retry connecting to your router via your browser. Again use both wired & wireless connections.

Either way, come back and let us know if you can or cannot access the router.

Hi, I can asses the router through both wired and wireless connection!

[Smithy99]

Go to the router status page and paste the results here.

[Exdee]

Sounds like an invalid proxy to me. Check your browsers settings.

[Amandafiz20]

Broadband connected
Wireless. Enabled
Wireless network name skyao3a2
Wireless network visible. Yes
Wireless channel Auto
Wireless encryption. WpA psk

[Amandafiz20]

Sorry totally put the wrong thing. I can't copy and paste it as I can't get on the internet on my computer and using my phone to access the internet!
Is there any specific details u need that I can manually type in?

[Scubbie]

This link will help you:

How to get your router statistics

Just copy & paste the figures.

They will need to be tidied up a little before posting though.