Self-Help Guides

To install your SKY Fiber modem follow these three easy steps:

1. Connect RF cable. Make sure cable connections are secure.
2. Plug power cord to an electric outlet. Modem may take up to five minutes to boot.
3. Connect your devices to the modem.

Identify the possible causes and troubleshooting steps that may help resolve slow or intermittent Internet connection.

1. To get accurate test results, temporarily disconnect other devices or users connected to the network. If possible, use a computer that can be connected to the cable modem using an Ethernet (Patch/Ethernet) cable.
2. Restart the cable modem by disconnecting it from the power source for 10 seconds. Restart the computer or device as well.
3. Once the computer is connected to the Internet, open a web-browser (e.g. Internet Explorer, Safari, Google Chrome, etc.).

4. Go to www.speedtest.net and select Metro Manila server Hosted by SKYbroadband to test your connection speed.

   
5. If the speed test result is normal (Example: 2.0+ Mbps for a 3Mbps Plan), try accessing websites such as www.yahoo.com or www.youtube.com and observe the connection.
6. If possible, check if you will get the same result when using another web-browser and computer.
7. If the issue still persists, please send us a message on our messaging platform. Click the the Message Us widget found on the lower right-hand corner of your laptop/desktop or mobile screen on the mysky website.

It may be time to replace your modem if you observe the following:

1. Loose or damaged power cord connection.
2. Modem is not powering on.
3. Modem's body is damaged.

If any of these signs are present, contact SKY customer care (link to mysky.com.ph/contact-us) for assistance

1. Check if your modem is properly plugged in.
2. Check if you are using the correct Wi-Fi name and password.
3. If experiencing "Authentication Error," click on the forget button, and then reselect the Wi-Fi name and type the correct password.
4. Unplug the modem from the outlet, and then wait for at least 3 minutes before re-plugging. Wait for all panel lights on your hi-speed modem to blink again before testing your internet connection.

1. Determine first if you used the router's default Wi-Fi name and password.
2. If you used the default Wi-Fi name and password which came with the router, you can find the Wi-Fi name and password on a sticker found at the back or the bottom of the router unit.
3. If you already changed the default Wi-fi name and password and forgot your customized Wi-Fi name and password, you can reset your modem to factory default settings using the "Reset" button.
   • Power on your modem.
   • Insert a straightened paper clip into the "Reset" button, and press and hold for about seven seconds until all LEDs blink. Release the "Reset" button afterwards.
   • Your modem’s configuration is reset to factory default settings afterwards. The process takes about one minute.

1. Make sure that the website URL is correct.
2. Make sure the website isn't down.
3. Check your device’s Internet browser settings. Avoid using proxy server.
4. Temporarily disable your antivirus program.
5. Try loading the site on a different device or network, and if possible, try it on your mobile network.

1. Press Windows icon + R.
2. Once in the "Run" window, type “cmd” into the search box, and then press Enter.
3. At the prompt, type “ping” along with the URL or IP address you want to ping, and then press Enter.

1. Go to Applications > Utilities > Terminal
2. At the prompt, type “ping” along with the URL or IP address you want to ping, and then press Enter.

Trace route is used to determine how many routes a packet travelled frm the source to its destination. It's also used to isolate technical problems whether it's in-house or has something to do with plant or IP-core.

High-Definition Multimedia Interface, the most common connection used for STB box to HD TV.

1. Press Windows icon +R. In the Run window, type “cmd” into the search box, and then press Enter.
2. At the prompt, type “tracert” along with the URL or IP address you want to ping, and then press Enter.

1. Go to Applications > Utilities > Terminal
2. At the prompt, type “tracert” along with the URL or IP address you want to ping, and then press Enter.