Broadband keeps dropping out.

[Romeo+W]

I've had Sky Fibre since last April (2023) and have had nothing but problems. Every few weeks (sometimes everyday) I come home from work or wake up to no broadband. I have to unplug the router and restart it each time. I have contacted Sky and they have sent a new hub but I'm still getting the same problem. I had to do it twice today and twice over the weekend. This is more than frustrating as my wife works from home and (more importantly) the phone doesn't work. With a 97 year old Nan it is important she can reach us. This is why we have a home phone. I don't feel this is the level of service I am paying for! Can I cancel my contract early due to not getting what I pay for?

[Chrisee]

@Romeo+W can you post your hub's connection stats as this should show what maybe wrong see Find your Sky Broadband router statistics

[Romeo+W]

@Chrisee Here is a picture of the stats. 

[jamesn123]

@Romeo+W 

I see you have WiFi disabled. What are you using for a WiFi connection instead?

When you 'have no broadband' do any lights change on the Sky hub or is there just no connection on whatever WiFi AP you are using?

[Romeo+W]

WiFi is disabled as I use a separate router for that. (The sky hub is  rubbish for sending WiFi around the house) When we lose the broadband, the voice light turns steady orange. 

[jamesn123]

@Romeo+W 

Could do with seeing the router logs when the issue occurs

[Romeo+W]

I will record the logs next time it drops out. 

[Romeo+W]

 Router stats when the broadband dropped out. 

[JimM1]

@Romeo+W Same as your post 5? Orange light, and what is in the log file?

[Romeo+W]

Orange voice light so tried your suggestion (remove ethernet cable that runs to ONT) which worked. The photo of the stats are those while the orange light was on. 

[JimM1]

@Romeo+W Security tab, you will see the log file, anything strange, should repeat fairly consistant then issue, have a look see.

[Romeo+W]

Ok. I'll make a note of it now it's back on and repeat it next time it drops out. 

[JimM1]

@Romeo+W If you did not power down the router, then the log file is still there, you can save it to a file...

Post and we can look at it, will not like some things like dates etc but you can edit and replace...

[Romeo+W]

Sorted the log. How can I upload it on here?

[JimM1]

@Romeo+W Open your document, CTRL C to copy, in your post CTRL V to paste the copied text.