Internet Dropping Randomly

[HinaTheGoat]

I am not sure what is wrong with my hub, but at random intervals, the internet completly drops and the internet starts flashing amber. The voice does not turn on (goes blank). Than after a couple of minutes ( 1 to  5 minutes). Then, the internet becomes green and the voice becomes amber.  Sometimes, this process repeats a couple of times until evenutually, but light come back on to green. All other lights stay green. 

This has been happening for soo long and although sky engineers have came over, the problem is still an issue! The problem started last year in Feburary but sometimes doesnt happen for months. Last week, the issue started again and the internet drops at least twice a day. All wireless connections stop until both lights come back on.

And with ethernet, sometimes the connection drops for 10 seconds which kicks me out of a online session (doesnt do this with wireless). In addition, the wired connection also drops when the internet drops. Once, the internet dropped for a whole 20 minutes in which we called Sky to ask what was happening. They told us to reset the router but that doesn't do anything. 

Anyone experience this as well? And if so, got any tips?

[Chrisee]

@HinaTheGoat run the connection test in the My Sky app which can book an engineer if it spots an issue.

If you are on a service over a copper line as opposed to fibre to your home the most likely cause is a line issue rather than a faulty hub. The automatic system used by Openreach to manage changes in line conditions by increasing the noise margin which drops the speed in steps until the line is stable. While speeds are above the minimum guarantee for your line they can be reluctant to investigate. 

If you post your hubs connection stats forum members can probably tell you more see Find your Sky Broadband router statistics

[HinaTheGoat]

Here is the statistics: 

 
I think you are right in saying it is something with the cable. Often or not, when it is raining heavly, wifi goes out for a bit. 

[Chrisee · Accepted solution]

Hi @HinaTheGoat the dtats show that your hub is connected at 58Mb/s which looks to be somewhat slower than you should be getting but probably above the minimum for your line as the noise margin of 5.4dB is somewhat higher than it should be but not high enough to be counted as a fault. The line dropped under 1.5 hiours before you took the stats.

Assuming that the connection test did not offer to book an engineer I would.contact Sky and report the line drops and see whether they can get Openreach to check the line - mention the weather issue - this may take several calls to resolve and may need to get worse before action will be taken.

[HinaTheGoat]

The line dropped during the testing as well 😂

[HinaTheGoat]

Thank you for the help, I will make sure to contact them about it. 

[Gerard--65]

Openreach have apparently been out 3 times now and after numerous calls to sky. Still not sorted  and now sky say I can leave with no penalty???? Just want it right for the money I pay... is that unreasonable???

[Gerard--65]

Same problem as you... starting to get really annoyed with this and impossible to get compensation.  Why whe you have a problem and phone sky, why can't they phone back and talk through what they have done and help with you issues??? ITS NICE TO TALK????? SKY TAKE NOT.... IDIOTS 

[MDL6]

SInce December i have been suffering random disconections - i ahve complained to Sky and been told by the help desk as i am over 100mg then theres not much can do.  I received 145mg for 2 years prior to this with no probs - then in december it dropped to 120 then 115 now 105 so obviulsy something is wrong.  My final responce from the omplaint simply said i can leave if i want to. What kind of "support" is this!!??