topic Re: WiFi Dropping Multiple times a day in Archive

WiFi Dropping Multiple times a day

AndrewNH55 — Mon, 27 Dec 2021 11:30:07 GMT

Hello,

Recently, in the last week or so, our WiFi has been shockingly bad. Most of the time it is unusably bad, or we cannot connect to the internet at all. I cannot even run the sky WiFi test to see what is wrong. If anyone can help me with this it would be greatly appreciated.

Router Statistics:

Re: WiFi Dropping Multiple times a day

cookiemonsteruk — Mon, 27 Dec 2021 11:35:17 GMT

@AndrewNH55

Are you on a superfast vdsl connection or essentials adsl ?

Are you in ireland ?

And what is your guaranteed minimum speed?

Re: WiFi Dropping Multiple times a day

AndrewNH55 — Mon, 27 Dec 2021 11:35:24 GMT

Router Statistics

System Up Time: 11:48:09

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN PPPoE 16174038 29394829 0 321221 506888 11:45:36 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 28755629 15614004 0 531651 51979 11:46:48 WLAN (5 GHz) Up 875979 659341 0 924680 327001 11:46:41

Broadband Link Downstream Upstream Connection Speed (Kbps) 8985 387 Line Attenuation (dB) DS1:39.8 DS2:85.9 DS3:0.0 US0:19.7 US1:67.8 US2:67.3 Noise Margin (dB) DS1:11.4 DS2:0.0 DS3:0.0 US0:9.0 US1:0.0 US2:0.0

Re: WiFi Dropping Multiple times a day

cookiemonsteruk — Mon, 27 Dec 2021 11:36:44 GMT

@AndrewNH55

Ah , must be a superslow superfast connection

Re: WiFi Dropping Multiple times a day

AndrewNH55 — Mon, 27 Dec 2021 11:37:28 GMT

I am in Ireland, I don't know what my guaranteed minimum speed is and I don't know what the a VDSL or ADSL is, sorry.

Re: WiFi Dropping Multiple times a day

cookiemonsteruk — Mon, 27 Dec 2021 11:41:00 GMT

@AndrewNH55

If you can run tests on my sky app and post the details in more about your connection. You do have quite a bad line but whether sky will look at it depends on your guarantee

Re: WiFi Dropping Multiple times a day

AndrewNH55 — Mon, 27 Dec 2021 11:46:20 GMT

Where in the MySky app will I find the tests?

Re: WiFi Dropping Multiple times a day

cookiemonsteruk — Mon, 27 Dec 2021 11:48:45 GMT

@AndrewNH55

In the broadband section. Should be at the top. After the tests click on "more about your connection" and post those details

Re: WiFi Dropping Multiple times a day

AndrewNH55 — Mon, 27 Dec 2021 11:52:50 GMT

This is all that shows up in the broadband section, is there any other tests I could run?

Re: WiFi Dropping Multiple times a day

cookiemonsteruk — Mon, 27 Dec 2021 11:55:59 GMT

@AndrewNH55

Not really any tests that you can do yourself . Sky need to run diagnostics on your line

I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Re: WiFi Dropping Multiple times a day

AndrewNH55 — Mon, 27 Dec 2021 12:02:40 GMT

Thank you for all your help I appreciate it.

Re: WiFi Dropping Multiple times a day

cookiemonsteruk — Mon, 27 Dec 2021 12:12:07 GMT

@AndrewNH55

Things to raise to community chat team when they set up the chat

You have a raised noise margin of 11db. That should be starving you of speed in itself.

Your other d2 and d3 margins are non existant when takes more speed away from you.

You are having multiple line drops everyday

Please keep logged onto this community forum as it will notify you when the chat comes thru

Also you should receive a pm nothfication top right by clicking on your avatar and clicking the envelope beside the bell

Re: WiFi Dropping Multiple times a day

Lisa-P1987 — Mon, 27 Dec 2021 13:35:57 GMT

Thank you for escalating this. We have now sent an invite to chat 🙂

Re: WiFi Dropping Multiple times a day

AndrewNH55 — Mon, 27 Dec 2021 22:11:25 GMT

I have set up an account for my mum which has the Sky ID connected to the account, is there any way you could escalate the problem to her account? I will reply with her account now.

Re: WiFi Dropping Multiple times a day

GeraldineNH55 — Mon, 27 Dec 2021 22:17:15 GMT

This is the account that will be easiest to work with.

Re: WiFi Dropping Multiple times a day

Skull+Treaty — Mon, 27 Dec 2021 23:25:10 GMT

I've escalated your post via the community chat.

This link shows how it works.

Keep an eye out for an invite/ blue chat bubble. When the bubble appears you'll have 48 hours to respond or it will be automatically closed.

Note: If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

Re: WiFi Dropping Multiple times a day

Lisa-P1987 — Tue, 28 Dec 2021 10:32:29 GMT

Thank you for escalating this. We have now sent an invite to chat 🙂

Re: WiFi Dropping Multiple times a day

GeraldineNH55 — Tue, 28 Dec 2021 12:52:18 GMT

Please escalate the problem to this account.

Re: WiFi Dropping Multiple times a day

Highlinder — Tue, 28 Dec 2021 14:55:01 GMT

@GeraldineNH55If you look back at post 15 you will see that your request to have it escalated to this forum ID has happened.

Re: WiFi Dropping Multiple times a day

Lisa-P1987 — Thu, 30 Dec 2021 12:02:15 GMT

Update – We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂