Orange Internet Light Issue

[Adzha]

Hi,

We have had a solid orange internet light (@ light) on the router for around 7 weeks now, the connection suddenly dropped and has not come back.

We've spoken many times to Sky who have run some standard tests (tiers one and two, and sold us a new router) and sent someone to the exchange, but their service has been poor on the whole and we are still without any broadband or help to the problem!

An electrician has worked on the telephone wiring and replaced this all (including changing the master socket location, so it is where it should be) in case of an internal problem, however the internet remains orange. A BT line test shows the line is fine also.

I have posted the router statistics below (using an ethernet connection) and don't know what else to try, it seems the broadband is hitting the house but not coming down the phone line - I would be really grateful if someone could help!

Usual phone socket connection:
System Up Time: 0:19:40

Port	Status	TxPkts	RxPkts	Collisions	Tx B/s	Rx B/s	Up Time
WAN	MER/PPPoA						0:00:00
LAN	Up	13776	13036		9136	1330	0:19:40
WLAN	Up	654	371		180	51	0:19:18

ADSL Link	Downstream	Upstream
Connection Speed	1534 kbps	498 kbps
Line Attenuation	55.5 dB	33.6 dB
Noise Margin	6.1 dB	9.0 dB

Master test socket:
System Up Time: 0:04:47

Port	Status	TxPkts	RxPkts	Collisions	Tx B/s	Rx B/s	Up Time
WAN	MER/PPPoA						0:00:00
LAN	Up	151	193		7872	1098	0:04:47
WLAN	Up						0:04:25

ADSL Link	Downstream	Upstream
Connection Speed	1530 kbps	489 kbps
Line Attenuation	55.0 dB	33.3 dB
Noise Margin	6.4 dB	9.0 dB

Thanks in advance and please let me know if you need any further details

[Isitme]

It appears that ADSL is enabled on your line, but for some reason you are not connecting to the Sky servers. On the off chance that it is a DNS error, give your PC/Laptop a fixed IP address and enter the DNS servers as instructed here - How to Assign a Static IP Address in XP, Vista, or Windows 7 - How-To Geek

Remember your routers IP address will be 192.168.0.2 and Gateway 192.168.0.1, not as they are shown on the article. The DNS addresses, which are Googles public address are fine, use them.

If this does not help all you can do is keep on at Sky to get it fixed.

[User05]

Have you been back onto Sky since the replacement router was sent? Get in contact if it's the same with both routers.

[Adzha]

It appears that ADSL is enabled on your line, but for some reason you are not connecting to the Sky servers. On the off chance that it is a DNS error, give your PC/Laptop a fixed IP address and enter the DNS servers as instructed here - How to Assign a Static IP Address in XP, Vista, or Windows 7 - How-To Geek

Remember your routers IP address will be 192.168.0.2 and Gateway 192.168.0.1, not as they are shown on the article. The DNS addresses, which are Googles public address are fine, use them.

If this does not help all you can do is keep on at Sky to get it fixed.

Thanks for the quick reply, I've tried setting a static IP address but this unfortunately does not fix the problem (ethernet or wifi).

I guess it's back to Sky and possibly a telephone engineer!

[Adzha]

Have you been back onto Sky since the replacement router was sent? Get in contact if it's the same with both routers.

It's been the same with both routers and we've let Sky know, but they just don't care that our internet doesn't work!