Can’t connect to the internet after the automatic switch from O2 to Sky Broadband and using a third-party router? It turns out that it’s relatively straightforward to fix and only took ~10 minutes on the phone. That said I thought I’d write about it for historical reasons and to hopefully save others a few £ listening to on-hold music.
Talking to Sky customer support
Yesterday I returned home to a dreaded amber status light on my Netgear D6300 router, after trying the usual restart / power-down / unplug tricks to no avail.
Side note: I have since done a bit more searching and found this page which would have been useful at the time, but that would have been too easy.
I (reluctantly) decided to call Sky customer support. I was skeptical about whether or not the representative would be willing/able to help me due to me not using the originally sanctioned O2 router.
Surprisingly, no more than a few minutes into the call at about 5pm, an actual real life human answered. I explained the problem, “admitted” that I was using a third-party router and informed them in the politest way possible that I am competent with technology. He actually appreciated this and commented that this call should be easier than his earlier efforts to assist “an elderly lady”.
It turns out that to connect to Sky broadband, you need to login (or more specifically, the router needs to login). This should have been automatically configured had I still been using the O2 box. After a bit of digging in the D6300’s admin panel, I finally came across the relevant settings. Unfortunately they’re separated across two screens, therefore requiring two 1-2 minute restart cycles which extended the process somewhat unnecessarily.
After updating the settings and a couple of restarts, the internet status light changed to green and I was back online.
The important settings
- Encapsulation: PPPoA (PPP over ATM)
- Login/username: email@example.com
- Connection Mode: Always On
- Idle Timeout: 0
- Internet IP Address: Get Dynamically from ISP
- Domain Name Server (DNS) Address: Get Automatically From ISP
- NAT: Enable
- Multiplexing Method: VC-BASED
- VPI: 0
- VCI: 38
Settings 1 to 7 can be found in the Internet screen on the Basic tab.
Settings 8, 9, and 10 can be found under the Advanced tab, on Setup -> ADSL settings.
Remember to restart between each “block” of settings otherwise they’ll be lost.