topic Re: In the past 3 weeks my broad band has gone off line over 60 times in Archive

In the past 3 weeks my broad band has gone off line over 60 times

KLMmg — Thu, 17 Feb 2022 21:38:16 GMT

paying for the fastest broadband available, but since February alone my broadband has gone off line over 65 times. The rooter has been changed twice, I have a booster box and a junction box and still it's faulty. An engineer visited last weekend and apparently rectified the issue and for 4 days it's been ok but has returned to its prior faulty state again. We can only obtain signal in the living room anywhere else in the house we have to use our data and if there is more than one person on the internet you can't get signal.

Re: In the past 3 weeks my broad band has gone off line over 60 times

GD1 — Thu, 17 Feb 2022 21:40:17 GMT

@KLMmg If you post your router sytand the foum can advise whether it's a line issue or a wifi related issue. https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717

Re: In the past 3 weeks my broad band has gone off line over 60 times

KLMmg — Thu, 17 Feb 2022 21:56:20 GMT

Thank you, Iv run the tests it's showing there is an issue with the line again but I can't seem to get sky to rectify the issue long term.

Re: In the past 3 weeks my broad band has gone off line over 60 times

Chrisee — Fri, 18 Feb 2022 07:22:11 GMT

@KLMmg any work on your line is done by Openreach not by Sky. On most services there is automatic kit thst monitor the number of errors and drops in a 24 hour period where these exceed a pre-programmed number the cabinet drops the line speed to stabilise the line. This is known as Digital Line Management

Unless the number of line drops exceed 10 per day Openreach usually wont intervene as normally the DLM system will sort the issue especially where the drops are caused by bad weather. It is only when speeds drop below the guaranteed minmum speed for that line that Openreach will accept a fault from Sky. The reason you were asked for connection stats those shows whether the system is working properly.

One tip if you phone line is noisy or crackling report thst to Sky as Openreach are required to sort that which normally sorts the broadband issue at the sametime.

Re: In the past 3 weeks my broad band has gone off line over 60 times

KLMmg — Fri, 18 Feb 2022 09:16:52 GMT

Hi thank you for the advice I have had both sky and open reach engineers at my home open reach was here 4 hours last weekend, advised me there are multiple errors showing and In a month alone my broad band has dropped out over 65 times, the signal

is horrendous we can only use it in the living room one person at a time, otherwise we have to use our phone data, I'm paying for the fastest speed and the open reach engineer advised I'm getting way less service than I'm paying for, but trying to get to speak to someone at sky is virtually impossible and the app is useless

Re: In the past 3 weeks my broad band has gone off line over 60 times

JPR007 — Fri, 18 Feb 2022 10:08:21 GMT

@KLMmg It sounds like you've got 2 issues, one is a bad line fault that's proving difficult to fix, and you are then further suffering with WiFi coverage, but they are treated as 2 different things.

If there is a line fault then there is nothing more Sky can do than keep getting Openreach out until someone digs deep enough to diagnose the fault. Hopefully once that happens, then your wifi problems would be next on the list to try and diagnose.

Re: In the past 3 weeks my broad band has gone off line over 60 times

Greenfingers001 — Sat, 19 Feb 2022 11:40:30 GMT

Hi there, I will escalate this to our community chat for you. Please look out for an email or blue chat bubble. We look forward to speaking to you.

Re: In the past 3 weeks my broad band has gone off line over 60 times

Lisa-P1987 — Mon, 21 Feb 2022 10:56:01 GMT

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