topic Re: Sky Broadband router in Archive

Sky Broadband router

aandybrr+1 — Tue, 08 Jun 2021 19:04:21 GMT

Help the voice light on my router keeps lighting up amber this is happening several times a day and it is affecting my WiFi and internet connection to my tv i am having to reset my router and switching it off and on then it is ok for a while until it goes amber again any help would be great before i phone Sky

Re: Sky Broadband router

cookiemonsteruk — Tue, 08 Jun 2021 19:15:41 GMT

@aandybrr+1

Resetting the router is the recognised diy fix. Because its happening frequently might need to ring sky for a new router.

Re: Sky Broadband router

aandybrr+1 — Tue, 08 Jun 2021 19:18:24 GMT

Thanks for that i thought i might have to contact Sky

Re: Sky Broadband router

cookiemonsteruk — Tue, 08 Jun 2021 19:18:26 GMT

@aandybrr+1

Call sky on 150 from a landline
0333-7591-018 from any other phone

Re: Sky Broadband router

cookiemonsteruk — Tue, 08 Jun 2021 19:20:02 GMT

@aandybrr+1

Its popped up quite a lot today so don't know if theres an underlying issue

Re: Sky Broadband router

Chrisee — Wed, 09 Jun 2021 06:32:10 GMT

@aandybrr+1 there does appear to be an underlying issue which Sky have confirmed is being looked into.

Re: Sky Broadband router

Carol+N — Wed, 09 Jun 2021 12:50:37 GMT

Hi, I've been having some intermittent drop outs since receiving a brand new ER115 router last week. I've reset multiple times, restarted the router an finally noticed what looks like an abnormlly high number of LAN collision packets (arond 4,000 per hour since the last restart). My Sky Q box (running a beta of Q160) is hardwired to the router, the other ethernet port is used to connect some security cameras via Powerline adaptors. I also have 2 TP link wifi extenders to feed a Ring video doorbell and my consservatory, whch the ER115 isn't strong enough to connect. I've spent what feels like a lifetime on the phone to Sky's technical support over the last couple of weeks, which resulted inthe new router. Before I go back again can anybpdy give me a view on whether my stats suggest a problem? Needless to say the "My Sky" app tests all come back clear! Advice appreciated, thanks.

Re: Sky Broadband router

Carol+N — Wed, 09 Jun 2021 13:10:01 GMT

...router stats screen snip (i think) being moderated as we speak, but in case it helps here they are in text form: (x to replace disallowed digits)

System Up Time: 38:36:19

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time

WAN MER 476497x 946949x 3 23609 12566 38:35:07

LAN Up 184762x 144316x 16942x 17221 15074 38:36:19

WLAN (2.4 GHz) Up 700917 32970 0 3178 0 38:34:33

WLAN (5 GHz) Up 9710594 4405373 0 575382 43006 38:34:19

Re: Sky Broadband router

cookiemonsteruk — Wed, 09 Jun 2021 13:14:49 GMT

@Carol+N

Are there any figures underneath the ones you posted or are you on full fibre fttp

Could you post the results from my sky app->broadband/talk->run tests->more about your connection

Re: Sky Broadband router

cookiemonsteruk — Wed, 09 Jun 2021 13:17:21 GMT

@Carol+N

ER115

Sky superfast ? we do need to see all line attenuation, noise margin and speeds

Re: Sky Broadband router

Carol+N — Wed, 09 Jun 2021 13:30:00 GMT

Thanks for the prompt reponse Cookiemonster, just had a weird "authentication ticket failure" on posting my first response so her egoes again, this time splitting the additional router stats from the run tests > more about your connection results.

1. Additional router stats

Broadband Link Downstream Upstream
Connection Speed (Kbps) 59988 20000
Line Attenuation (dB) DS1:12.5 DS2:30.3 DS3:46.2 US0:6.3 US1:25.8 US2:38.3
Noise Margin (dB) DS1:6.3 DS2:6.2 DS3:6.2 US0:8.3 US1:6.3 US2:6.0

Re: Sky Broadband router

cookiemonsteruk — Wed, 09 Jun 2021 13:33:18 GMT

@Carol+N

Line attenuation indicates you should get up to 80Mbps. What is your minimum guaranteed speed?

Re: Sky Broadband router

Carol+N — Wed, 09 Jun 2021 13:34:07 GMT

2. More about your connection

Status: Good 59 Mb/s
Access line speed to your hub is 59 megabits per second

More about your speed
Your package: Sky Broadband Superfast

Estimated upload speed: 20 Mb/sEstimated upload speed: 20 Megabits per second

Normally available download speed 48 - 63 Mb/s

Normally available download speed 48 to 63 Megabits per second

Guaranteed Minimum Download Speed: 43 Mb/s

Guaranteed Minimum Download Speed: 43 Megabits per second

I think the original router stats scrfeen snip is stil being moderated so may appear on here in dure course but do let me know if youned anything else. In short, speeds seem to be holding up since I resynchronised 2.4 and 5Ghz bands as a workaround for the Sky Q v3 bos packet folloding issue, but I'm now getting intermittent instantaneous dropouts from a brad new ER115 router with all factory defaults except IPv6 disable nthe advice of a sky engineer who visited a couple of weeks ago (to try to solve connetivity issues).

Re: Sky Broadband router

Carol+N — Wed, 09 Jun 2021 13:36:01 GMT

...with apologies for the typos!

Re: Sky Broadband router

cookiemonsteruk — Wed, 09 Jun 2021 13:39:17 GMT

@Carol+N

Thought your speeds would have been higher to tackle it as a line fault . How many drop outs are you getting each day.?

Re: Sky Broadband router

Carol+N — Wed, 09 Jun 2021 13:50:02 GMT

Hard to say with precision, as they're usually instantaneous, ie by the time I've seen the "VPN client reconnecting" error message from my laptop or the "wifi is not connected" error message from my smart TV I can usually connect, but from the frequency of the error messages from the TV I'd say every half hour or so.

Re: Sky Broadband router

cookiemonsteruk — Wed, 09 Jun 2021 13:55:55 GMT

@Carol+N

every half hour or so.

Possibly in or around dhcp lease renewal. Can you access the router again and go to the support section along the top and copy and paste the syslog back to 3 days ago

Re: Sky Broadband router

Carol+N — Wed, 09 Jun 2021 14:08:15 GMT

AAArgh! Sorry Cookiemonster I'm getting an error mesage that "Your message contains 06-07 23, which is not allowed or has been repeated too many times. We block information which can identify you such as account or phone numbers & email addresses. Please remove or change it before trying again.". These are obviously the dates, so I can;t edit out - any ideas how I can post?

Re: Sky Broadband router

cookiemonsteruk — Wed, 09 Jun 2021 14:22:43 GMT

@Carol+N

Arghh, pulls hair out in frustration. Happens a lot when posting sky helpline numbers and get the dreaded ... anything that might identify you message. And i'm like i think thats your number not mine 😡

Can you screen shot and post a few portions of the syslog and post. Apologies for the hassle

Re: Sky Broadband router

Carol+N — Wed, 09 Jun 2021 14:39:30 GMT

No need for you to apologise Cookie, after all you're trying to help me! Unfortunately posting screen shots doesn't appear to be working, the original router stats I posted an hour ago still aren't available 😞 Plus the syslog is big, in font size 11 it runs to 6 pages 😞 😞

Is there anything specific I could look out for? There are an awful lot of "lease renewed" events, but some events that stand out, eg these recent ones: (the @'s are mine to break up the prohibited format)

2021-06-08 @21:04:14 syslog: [77798.759000] fapGsoLoopBk_recv_dqmhandler:Error interupt should not occur when rx_work_avail != 0

2021-06-08 @ 22:49:55 syslog: [84140.009000] fapGsoLoopBk_recv_dqmhandler:Error interupt should not occur when rx_work_avail != 0

2021-06-09 @ 02:46:25 syslog: [98332.591000] eth1 (Int switch port: 6) (Logical Port: 6) Link UP 1000 mbps full duplex

2021-06-09 @ 06:13:03 syslog: [110732.257000] fapGsoLoopBk_recv_dqmhandler:Error interupt should not occur when rx_work_avail != 0

2021-06-09 @ 08:00:54 syslog: [117204.033000] fapGsoLoopBk_recv_dqmhandler:Error interupt should not occur when rx_work_avail != 0

2021-06-09 @ 11:41:15 syslog: [130426.917000] fapGsoLoopBk_recv_dqmhandler:Error interupt should not occur when rx_work_avail != 0

2021-06-09 @ 13:19:29 syslog: [136322.605000] fapGsoLoopBk_recv_dqmhandler:Error interupt should not occur when rx_work_avail != 0