topic Re: Internet - Keeps going down for a couple of minutes at a time - several times a day in Archive

Internet - Keeps going down for a couple of minutes at a time - several times a day

Perfectionists — Wed, 05 Jan 2022 13:46:11 GMT

Our internet keeps going down - we only noticed this about 3 weeks ago but it is now very annoying. We work from home so although it might only drop out for a couple of minutes at a time, anything you are working on crashes e.g. if you are on a teams call etc.

I have done the usual tests on the app several times and this suggests everything is working but clearly it is not. I have also done a full reset on the router but this has also not helped.

Last time it happened, I watched the liqhts on the Sky Q hub - The power/wireless lights remained green but the middle internet light went out completely. After about 2 minutes, it then flashed orange, then completely orange and then back to green.

I have added stats from my router below. Any ideas how to resolve this?

Router Statistics

System Up Time: 97:58:24

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 99029 349155 0 187711 9276831 00:22:46 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 9994029 3248215 0 877 0 97:56:46 WLAN (5 GHz) Up 68231605 31609580 0 9924331 0 97:56:18

Broadband Link Downstream Upstream Connection Speed (Kbps) 66998 19000 Line Attenuation (dB) DS1:8.6 DS2:17.2 DS3:25.5 US0:2.6 US1:12.4 US2:18.2 Noise Margin (dB) DS1:9.5 DS2:9.5 DS3:9.5 US0:11.8 US1:11.9 US2:11.8

Poll Interval:

Seconds (at least 3s):

Re: Internet - Keeps going down for a couple of minutes at a time - several times a day

jamesn123 — Wed, 05 Jan 2022 18:13:43 GMT

Hi @Perfectionists

Your stats show the drop along with a raised noise margin which is limiting your speed due to the fault.

I've flagged your post to Sky, look out for an email or message on the forum

Re: Internet - Keeps going down for a couple of minutes at a time - several times a day

Greenfingers001 — Thu, 06 Jan 2022 09:28:36 GMT

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

Re: Internet - Keeps going down for a couple of minutes at a time - several times a day

dmy24 — Fri, 07 Jan 2022 14:57:42 GMT

After speaking to the customer and running some tests we have raised this to Openreach and sent an engineer. Thank you for escalating 🙂