topic Re: Router lights all green but internet keeps dropping out in Archive

Router lights all green but internet keeps dropping out

ArthurT94 — Tue, 29 Dec 2020 20:26:13 GMT

Hello,

for the last 10 days or so now my internet keeps dropping out. It's happening very regularly. The routers lights are all green but any device connected says there is no internet, but according to the router there is. Does anyone have any suggestions on things to try?
thank you for any help

Re: Router lights all green but internet keeps dropping out

jamesn123 — Fri, 01 Jan 2021 01:32:10 GMT

@ArthurT94

Does this happen just over WiFi or ethernet too?

Re: Router lights all green but internet keeps dropping out

NatalieH85 — Fri, 01 Jan 2021 21:47:47 GMT

Mine is doing the exact same, wifi and ethernet devices

Re: Router lights all green but internet keeps dropping out

jamesn123 — Tue, 05 Jan 2021 15:29:07 GMT

Hi @NatalieH85

Could you post your router stats

Re: Router lights all green but internet keeps dropping out

CarltonK — Mon, 11 Jan 2021 08:57:18 GMT

My house is the same, both via ethernet and WiFi. Spent 2hrs on phone with engineer yesterday and now they think issue needs a firmware update - so am left hanging with a daily lottery of what device will work and for how long (usually a max of 10 mins & reboot rest process takes longer). They don't think an engineer visit will help but won't come out before 1st March anyway - thoroughly fed up and issues all compounded by pandemic.

Re: Router lights all green but internet keeps dropping out

Benson75 — Fri, 19 Mar 2021 19:46:43 GMT

Hello

Broadband lights all green and internet keeps dropping on all devices. I've had an engineer to check the line new hardware called sky, reset everything multiple times. As a consequence I've resorted to 4g. Sky q isn't working as a result. Getting increasingly frustrated on endless support calls and no progress. Any help or advice very welcome.

Re: Router lights all green but internet keeps dropping out

GD1 — Fri, 19 Mar 2021 20:10:26 GMT

@Benson75 as per the posts above yours, please post your router stats and the forum can help

Re: Router lights all green but internet keeps dropping out

Kellyanne+Pugh — Sun, 04 Apr 2021 08:28:42 GMT

we are now having the same issue internet wifi drops out on all devices... even the TV says no internet connection but all the lights are green.

We have had nothing but trouble since we moved to skyQ.

Re: Router lights all green but internet keeps dropping out

Brian+Penfold — Sun, 04 Apr 2021 08:56:18 GMT

We are having the same problem. Strarted about a week ago. Everything drops, and restarts again on its own. Router log shows essentially a wan dhcp reset is taking place, voice disconnected. Our WiFi is switch off, and we only have a PC and sky q attached wired direct to the router. I come down in the morning now to find the router self-healed page on the screen. Frustrating as hell.

Re: Router lights all green but internet keeps dropping out

Kellyanne+Pugh — Sun, 04 Apr 2021 13:49:24 GMT

Same here was about a week ago also!

We are in West Ruislip I wasn't sure if it was an area thing.

The issue is sky do not seem to see the issue because all the lights are green on the router, but TV and phone etc says no internet connection.

Re: Router lights all green but internet keeps dropping out

Scooby-Snacks — Fri, 23 Apr 2021 02:04:28 GMT

Same problem here.

Q connected via Ethernet.

Q says not internet.

3 green lights, all devices say connected no internet.

This is now becoming a joke and this Platinum subscriber is ready to cancel the lot.

Re: Router lights all green but internet keeps dropping out

Chrisee — Fri, 23 Apr 2021 07:21:45 GMT

@Scooby-Snacks The no internet fault means the Q box is failing to connect to Sky's servers which can be caused by the built-in protection systems that are designed to stop use of the system beyond the customers home which can also be set off by VPNs and complex networks etc. Could something like that be causing the issue in your case?

Re: Router lights all green but internet keeps dropping out

Scooby-Snacks — Fri, 23 Apr 2021 09:35:48 GMT

I could understand that if it were only the sky devices that it affects but it not ALL wireless devices loose internet (but are connected to the network still).

If you log into router (wired) the stats say its connected to the internet and shows all the devices are connected to it.

Even after power cycling it fails again within minutes, in the end I pulled the phone line connection and replugged it back in (no other changes) and this appears to have cleared the issue.

Appears to be a sync issue with either the DSLAM or Sky's servers and the router.

Re: Router lights all green but internet keeps dropping out

AndyGadget — Tue, 10 Aug 2021 10:05:06 GMT

My router is doing exactly the same - been intermittant since it was installed but now getting much worse. Every device in the home shows no internet access - both wired and wireless, including those cabled directly to the back of the router. Router has three green lights and status shows broadband is connected. Most of the time a full power cycle of the router ( wait a few mins ) resolves the issue for a few hours or if I am lucky a day.

Re: Router lights all green but internet keeps dropping out

AndyGadget — Tue, 10 Aug 2021 10:16:24 GMT

Not sure how these help but this is after another power cycle to get things running again

Re: Router lights all green but internet keeps dropping out

Chrisee — Tue, 10 Aug 2021 11:55:50 GMT

@AndyGadget you have a serious line fault. If the online test in the My Sky app does not book an engineer then call Sky.

The indication is the very high noise margin on the download of over 11DB should be around 6 or lower. Your speeds have been banded at 25Mb/s to try a nd stabilise the connection but it isnt working. You need an Openrea ch engineer to check whats wrong.

Re: Router lights all green but internet keeps dropping out

Mishelly — Tue, 17 Aug 2021 17:13:35 GMT

I'm having the same issue I'm getting sick know I upgraded to super fast and know its keep disconnecting tried everything even got engineer out and new hub still disconnecting