topic Re: Broadband Health Check issue in Archive

Broadband Health Check issue

Anonymous — Thu, 04 Nov 2021 21:33:55 GMT

Our Sky Fibre is running okay (no noticeable issues), however when I try to run the 'Broadband Health Check' on the Sky website, I get a "There's a problem with your connection" and a red warning symbol next to it. It then goes to a screen that says 'Your hub isn't responding to checks right now, but don't worry it doesn't meant there's a problem'.

However it means I can't go through to the summary screen to see our data usage or average speed over the past week.

Does this suggest there is an issue with our router, or an issue on Sky's side (as we don't seem to have problems at the moment).

This has been happening for at least a week now - I've tried it every day.

Re: Broadband Health Check issue

jamesn123 — Thu, 04 Nov 2021 21:40:13 GMT

@Anonymous

Usually just a temp thing, sometimes the checker doesnt work due to Sky's services, it wouldnt affect your connection. You dont need to check your data usage since Sky broadband is completely unlimited usage.

If you post your router stats we can see if the connection is healthy.

Re: Broadband Health Check issue

Anonymous — Thu, 04 Nov 2021 21:45:08 GMT

@jamesn123 Have attached router stats below (obviously pending moderation). This has been going on for at least a week so doesn't seem a temporary issue - if it was Sky's side I would have thought more people would have mentioned it. We need it to run properly to check our average speed with Sky in particular as it's fluctuated in the past.

Re: Broadband Health Check issue

jamesn123 — Thu, 04 Nov 2021 21:54:40 GMT

@Anonymous

When i said issue on Sky's end i mean just for certain locations/router, you'd be surprised how little people actually use the online checker sometimes.

Your stats show a good connection at 61mbps down & 20mbps up. I do notice its been up for 500 hours so maybe a reboot would be worth while, it may even revive the Sky checker.

Re: Broadband Health Check issue

Anonymous — Thu, 04 Nov 2021 21:57:05 GMT

@jamesn123

I'd considered rebooting - but we rebooted it the last time (500 hours ago) for a different reason (all the router lights were green but no devices could connect to the internet). Rebooting solved that issue.

I've heard I shouldn't reboot it regularly as it can make Sky's systems think there's an error and DLM will be activated and knock our speed down considerably. I don't know if there's a time/reboot limit for the amount of times it can be rebooted in a time period without DLM happening.

Re: Broadband Health Check issue

jamesn123 — Thu, 04 Nov 2021 22:00:02 GMT

@Anonymous

Regularly would be more than once in a couple days. You should be safe to reboot. If your speed drops from a reboot now then there is underlying errors on the line

Re: Broadband Health Check issue

Anonymous — Thu, 04 Nov 2021 22:01:17 GMT

@jamesn123

Thanks. Will give it til Monday to see if the Health Check thing has sorted itself out. If not I'll reboot and hopefully that'll clear the issue.

Re: Broadband Health Check issue

lettice — Fri, 05 Nov 2021 08:58:33 GMT

Have notice that this week or so the Health checker has been very intermittent for me.
It seems to be responding fine today.

As well as the online version that sometimes fails, do find the MySky app version is a bit more reliable, but was suffering a bit this week too.

Re: Broadband Health Check issue

cuke — Fri, 05 Nov 2021 14:48:37 GMT

My broadband checker has been showing the cannot connect to my hub message for months now, everytime I check so it certainly isn't a random event whatsoever.

Have mentioned it Sky twice now and they seem uninterested in the issue.