topic Re: Router keeps dropping internet connection daily in Archive

Router keeps dropping internet connection daily

familylife — Mon, 20 Apr 2020 14:40:33 GMT

My Router keeps dropping the internet connection daily and most days i can be upto 6 - 8 times a day, we did have this a few times before and was told a new hub was being sent out (but as yet not recieved) this was in January time, well before lockdown.

The middle light of the three on the router turns off then goes amber, followed by it going back to green, as said before i have been through all of sky's checkes etc etc and still dont have a reliable connection, i pay as others do for a consitant connection, its not the speed as done a check got 13mbp its the dropping connection.

And due to the C19 issue i can not ring skys as its only for vunarable and Key works (Why) we all need a connection when we work form or need to stay in contact with family during the lock down.

Please advise what i need to do to resolve this continuing issue.

Les

Re: Router keeps dropping internet connection daily

Mr+Whipp — Mon, 20 Apr 2020 20:29:51 GMT

Hi there,

Sorry to hear about the issues you're having on the internet at this stage.

Please downloadopen the Mysky app and run through diagnostics on there, it will let you know if there is an issue with your broadband.

If you do need to call through to us we will be happy to help but we are prioritising our more vulnerable customer first so there will be a long wait to get through to us.

I hope this information helps

Re: Router keeps dropping internet connection daily

familylife — Tue, 21 Apr 2020 18:14:50 GMT

hi done what you suggested and didn't show any issues and then at 23:00hrs and again at 23:55hrs yesterday it dropped out again and from my computor it to me to sky auto fix page and then said fixed within 1 minute. I.e. Internet connected. this has also done the same thing again today twice thus fare.

should I ring in about this

Re: Router keeps dropping internet connection daily

Mr+Whipp — Tue, 21 Apr 2020 18:18:04 GMT

If you've tried everything on there and it's not picking anything up. Then i would suggest calling customer service..

Just be aware that we're prioritising our more vulnerable customer at this time so call queues may vary in length.

Our agents in the call centre would be able potnetially help more/

Re: Router keeps dropping internet connection daily

familylife — Tue, 21 Apr 2020 18:22:30 GMT

OK thanks

Re: Router keeps dropping internet connection daily

Padraigog — Tue, 21 Apr 2020 19:28:02 GMT

basically same thing here. Connection drops several times per day, can’t run diagnostic as no internet then when up and running a couple of minutes later it says great connection??

now nhs and key workers are being prioritised?? The group of people who aren’t at home all day every day with kids complaining about internet dropping?

i know it won’t be a popular opinion but how about every customer being treated as a priority and deal with things more efficiently? What’s the point of having a help section if help means telling you to contact customer service? Anyone working from home needs a reliable stable internet service and it doesn’t seem as tho sky can deliver that.

very unhappy customer.

Re: Router keeps dropping internet connection daily

familylife — Tue, 21 Apr 2020 19:35:13 GMT

I just rung them and just said what the voice rec asked and there is a option to tell them if you are NHS or key. I said no and went in que. it said 1hr but they couldn't have been busy as I was connect in 5 mins. explained issue and told them have had this before and it stops once I contact them and now back. was told they are doing line check and rung me back on mobile but mobile was on WiFi calling and it dropped as not got good signal. but not had a call back to say what the outcome was.

Re: Router keeps dropping internet connection daily

Mr+Whipp — Tue, 21 Apr 2020 20:14:48 GMT

Sorry to hear about the call dropping, i'd suggest calling back as outbound calls are not something they're doing at the moment due to requirement of being available in case somebody needs to call through.

All the notes from previous agent should be on your account. so they should be able to carry on where you left off.

really sorry about the experience so far but sadly the current situation in the world isn't helping matters.

Re: Router keeps dropping internet connection daily

Nannymuffin — Fri, 24 Apr 2020 10:14:01 GMT

I have the same problem I have spent an hour on the phone with customer services to no avail. I am seriously thinking of changing supplier as Sky are unable to sort out the problem

Re: Router keeps dropping internet connection daily

familylife — Fri, 24 Apr 2020 10:40:33 GMT

Just my update, rung back (as its free) and wasnt waiting that long 5mins if that and i was sent a new router (Hub), its a bit of a pain as you have to reset ALL items back up again due to new Password etc., its even worse when you have Google assist as you have to do every item.

But done that and touch wood not had any drop outs of internet thus far, only strange thing i had was at 01:15hrs this morning it powered its self off completly, dont know if that was it updating software or if we had a power blip. my son was accusing me of turning it off as he wouldnt get off exbox lol.

But all in all the router was delivered the next day and seams to be ok time will tell.

Re: Router keeps dropping internet connection daily

Tish78 — Thu, 30 Apr 2020 19:44:26 GMT

Noticed this for weeks now and thought it maybe the demand but seems not, ive had my PC upgraded, ive bought NEW Powerline adpapters £40 and several times the connection to the PC stops. I then have to reset the ethernet adapter then its fine, ive done all the online stuff and like most "No Issues" but even the telephone line crackels.

I understand about the Priority but my wife is a deputy head teacher and working from home needs a secure and trustwory internet as timetabling is a massive game of tetris and drops in the internet cause her to redo a few mins to hours of work.

New Router - Yes please OR we will just take our business else where as from looking at the post thread im not the only one with this issue.

Looking forward to a reply

Re: Router keeps dropping internet connection daily

Mr+Whipp — Fri, 01 May 2020 09:12:47 GMT

Hi there,

If you're having issues with your internet and the phone line is crackling then there is potentially a fault on the line.

go on to the MySky app and run through diagnostics on there directed at your phone line and it will let you know best steps to take to resolve issues.

Re: Router keeps dropping internet connection daily

Nannymuffin — Fri, 01 May 2020 09:32:12 GMT

Internet still drops. I have lost connection 3 times today already and it is only 10.32

Re: Router keeps dropping internet connection daily

Richie+RVF — Wed, 06 May 2020 10:32:29 GMT

Hi, I'm having the same issue, continually dropping the connection.

I used the webchat option and was eventually passed to an expert, who was very helpful, said my speed was turned down for some reason, despite still paying for superfast! He changed this and all seemed fine, for a short time, the connection kept dropping.

I got back onto the webchat and again was passed to an expert, again, very helpful but no apparent issues, so, as a precaution he said they would send me a new router, very happy with the help - until I received a bill for €10 for delivery - not best pleased about that! I have been a customer for 15+ years, actually probably heading for 20 years, would have expected better service and at least to have been advised of the charge!

So, my new router arrived and I reconnected, worked well for a day or so but since then it regularly loses connection, flashing amber and eventually solid amber and then green, this means that the sky Q mini boxes won't allow you to watch anything and have to reboot, very frustrating!

I send an email to customer care and eventually got a reply, which I responded to with the requested info - days later I get another reply saying I didn't give the info required! I replied to that email many days ago and have not had any reply yet!

As I said, with SKY for heading for 20 years now, pay over €200 every month and get treated very, very poorly!

Unfortunately, I don't have many options available to me other than SKY so I guess I have to just accept this terrible customer care.

Very, very unhappy customer!

Re: Router keeps dropping internet connection daily

Mr+Whipp — Wed, 06 May 2020 10:38:52 GMT

Terribly sorry to hear about the experience you're having at these times.

I would highly reccomend calling through to one of our agents instead of waiting hours, maybe days for a e-mail response. We should be able to get an action put in place to resolve your issue within the hour. Whether that being simple steps to take whilst you're on the phone or booking a service visit with ourselves or Openreach depending on the location of the issue.

Give Sky a ring on 150 from your Sky landline or mobile if you have one. Sadly i can't see your account from the forum so sadly can't help further.

Re: Router keeps dropping internet connection daily

Richie+RVF — Wed, 06 May 2020 10:52:23 GMT

Hi Mr+Whipp,

many thanks for your reply.

I have tried, many times, calling SKY but get nowhere. Also, the number I was given as a SKY VIP Black member doesn't work.

You say to call 150? Apologies, I don't understand?

The only option for me was to use the text message service, which worked fairly well but obviously is limited.

If you wish I can give my account number?

Thanks again,

Richie.

Re: Router keeps dropping internet connection daily

Richie+RVF — Wed, 06 May 2020 10:55:50 GMT

*apologies, SKY VIP DIAMOND

Re: Router keeps dropping internet connection daily

Mr+Whipp — Wed, 06 May 2020 11:33:51 GMT

Thanks for the hasty response.

Sadly here on the forums we can't accept or request personal information for data protection reasons.

You will need to call to get further assisstance, if you dial 150 from a sky landline you will get through to our sky team to get further assisstance as they legally have access to your accounts.

Re: Router keeps dropping internet connection daily

Richie+RVF — Wed, 06 May 2020 11:43:28 GMT

I understand,

I do have Sky Talk, but, I do not have a landline, the package is included with my broadband.

Re: Router keeps dropping internet connection daily

Anonymous — Mon, 01 Jun 2020 02:18:33 GMT

Same issue here, connection drops several times a day, lasting from 30 mins to 5 hours at times. I know it is not the hub because mine is only a year and half old. Ran diagnostics, no issues. Followed every guide and everything is connected as it should to get the best connection. I believe its a local issue as i am not the only one in my neighbourhood with this problem. Been a customer for many years and never had any problems until i moved to a new area a year and half ago.

I work and study from home and I have assignments due. Due to the frequent loss of connection on a daily base since the 27th of May I am marked with bad grades for not handing in my assignments on time! I also provide an essential service as council worker and need to be able to connect to the internet for this. I am not looking to spend an hour on the phone to be able to speak to someone. Can an engineer come out and fix the local neighbourhood issues please?