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Hi I'm Stephen from Sky's Communities & Social Media team
This video will help you find and post your router stats
You might be asked to post these on our forum by a Community Coordinator Super User or forum
member if you have asked for help with your connection
speed It's not intended to help if you have Sky
Fibre Seeing the stats from your current router
location and the test socket will help establish if internal wiring might
be responsible for your connection speed being lower than
the estimate we gave when you signed up It may also show if your connection speed
has been automatically lowered to try and keep your connection stable
First of all we need to find out what the router stats are
with your router or hub in its normal location How you find these stats is slightly different
depending on whether you have a Sky router or a Sky Hub
To get your stats you need to be on your home Internet connection
Open your favourite browser and in the address bar enter 192.168.0.1 If you have a Sky Hub
you should now be on the summary status page Click maintenance at the top of the screen
and when prompted enter admin then sky in lowercase to log in
This will take you to the router status page Scroll to the bottom and click on show statistics
You can copy and paste these to your forum post
The speed you see on these pages is your current connection speed
and this will always be higher than the actual download speed you see
If you have a Sky router you also need to enter 192.168.0.1
You should see the Summary Status page Click on the link for Further Diagnostic Help
at the bottom and you will be prompted for a user name and
password Enter admin then sky in lowercase and click on log in
You will now be on the router status page Look for a link at the bottom called Show
Statistics Click this to find your router stats
You can then copy and paste them to use in your forum post
The next step is to connect your router to the test socket on your master socket
If you don't have a test socket we will connect it
to the socket closest to where your phone line enters the house Have a look around your
home for a larger phone socket with a line across the middle
and possibly a BT or Openreach logo It's often close to where your phone line
comes in to your home from outside If you don't have a socket with a line across
it then look for a socket that is thicker or has a BT logo in the corner
You may actually have a pre-filtered faceplate with one socket marked ADSL and another marked
phone If the socket you found has a line across
the middle or a pre-filtered faceplate then you have
a test socket Unplug everything you have in the socket then undo the two screws
holding the faceplate in place and gently remove it
There may be wires attached to the back of it
and it's important not to pull these out You should see the test socket in the bottom
right corner of the socket Connect your router or Hub using a microfilter
then plug it in and switch it on It's important you don't use an extension
or long cable to do this If you couldn't find a socket with a line
across the middle or a pre-filtered faceplate then take the second set of stats from the
socket closest to where your phone line enters the house If you don't have a test socket
it's important where possible to disconnect anything else connected to phone
sockets around the house Once you've done this connect your router or Hub using a microfilter
then plug it in and switch it on Again please don't use an extension or long
cable Once your router or Hub has a white smiley
face or green @ light it's time to get the second set of stats Visit
192.168.0.1 again using admin then sky to log in
Click on maintenance then show statistics if you have a hub
or Further Diagnostic Help then Show Statistics if you have a Sky router
Copy and paste your second set of stats Paste both sets of stats to your reply on the forum
noting where each set was from and mentioning whether you had a test socket or not If you
didn't have a test socket please let the community know
if you left any other equipment connected to the phone sockets
when you took the second set of stats If you can it might also be worth carrying out a
speed test at both locations using a popular trusted speed test site or
tool If you can please use a wired Ethernet connection
for this If you need more help you can find out more about Sky Broadband
or live chat with us at help.sky.com You can also talk to other customers at community.sky.com
or tweet us your question @SkyHelpTeam