topic Re: Broadband connection dropping frequently in Archive

Broadband connection dropping frequently

Jamesrb1 — Wed, 23 Mar 2022 11:23:12 GMT

Hi there,

All of a sudden about 4-5 weeks ago my fibre broadband connection started dropping across all devices in the house. We have never had any issues before and usually enjoy stable and fast connection.

Have run tests across the internet connection, device connection and line which both have come back as fine. Investigating a sky-community post I was directed towards posted my stats online to investigate further.

My Router Stats have been attached.

Any help on a fix would be most appreciated.

Re: Broadband connection dropping frequently

Highlinder — Wed, 23 Mar 2022 11:40:23 GMT

@Jamesrb1From your router stats it is not showing any drops in the period of 63 hours uptime. Can you tell us what happens during these drops. Is it only Wi-Fi devices or is it also wired devices that lose connection.

Re: Broadband connection dropping frequently

Jamesrb1 — Wed, 23 Mar 2022 11:42:49 GMT

Hi @Highlinder,

Thanks for your response. All devices (phones, laptops, speakers etc.) show as connected but are unable to connect to the internet.

I don't have anything wired so it is just the wifi connection that is the issue.

Thanks again

Re: Broadband connection dropping frequently

Highlinder — Wed, 23 Mar 2022 12:54:46 GMT

@Jamesrb1Where do you keep the router, is it in a good place that has nothing in its way or is it down low?

Re: Broadband connection dropping frequently

Woodstock3 — Sat, 26 Mar 2022 19:41:07 GMT

We are having the same experience. It is not the WiFi connection, it seems to be the external connection.

I have called Sky 150 on the phone - this suggested an internal set up issue and referred me to the web page. The service check says all is fine! We lose the broadband 2 or 3 times a day - not usually for long, maybe 10 mins?

Any thoughts on fixes would be appreciated.

Re: Broadband connection dropping frequently

cookiemonsteruk — Sat, 26 Mar 2022 19:44:25 GMT

@Woodstock3

Can you post your hub stats

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

Re: Broadband connection dropping frequently

Woodstock3 — Sun, 27 Mar 2022 13:36:41 GMT

Thank you for any help @cookiemonsteruk , here are the stats:

Re: Broadband connection dropping frequently

jamesn123 — Tue, 29 Mar 2022 10:14:16 GMT

@Woodstock3

When you posted your stats your connection had not dropped for 22 hours. Can you post a fresh example of when it goes down?

Re: Broadband connection dropping frequently

Woodstock3 — Wed, 06 Apr 2022 16:08:55 GMT

Hi @jamesn123 we just lost the internet ~20mins ago for around 5 minutes. Latest stats:

Re: Broadband connection dropping frequently

jamesn123 — Thu, 07 Apr 2022 08:41:53 GMT

Hi @Woodstock3

Does look like the WAN is dropping then. How often is it actually dropping though? It would be hard to get Sky to look at it if its only dropping once or twice a day or less

Re: Broadband connection dropping frequently

Woodstock3 — Mon, 11 Apr 2022 12:37:16 GMT

Thanks @jamesn123 it's a bit fits and starts - it can go off 4 or 5 times an hour and then be fine for a few hours if not a day. We've tried switching it on and off so that's pretty much exhausted our abilities in resolving if you have other thoughts/guidance it would be appreciated. Many thanks

Re: Broadband connection dropping frequently

skypuffy — Tue, 12 Apr 2022 07:57:16 GMT

I have also been having the same issue for the past few days. No internet or WiFi connection, having to keep resetting the router and like many other users, exhausted troubleshooting. This is a new Sky Hub router which was replaced for the very same issue I had previously. Very unstable at times!

Re: Broadband connection dropping frequently

jamesn123 — Tue, 12 Apr 2022 08:50:32 GMT

@Woodstock3

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

Re: Broadband connection dropping frequently

Greenfingers001 — Tue, 12 Apr 2022 10:15:17 GMT

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

Re: Broadband connection dropping frequently

skypuffy — Tue, 12 Apr 2022 15:15:05 GMT

I've got a Sky Engineer coming on Thursday. I don't know what they are going to do differently as before but clearly the service is not satisfactory.

Re: Broadband connection dropping frequently

92nc30 — Tue, 12 Apr 2022 16:52:48 GMT

Hi. I had this issue. Mine was staying connected but all internet (wired/wirelss) stopped for 1 min and then returned. It was random but 6 to 10 times and hr at its peak. All tests came back ok, If I did the test during the outage it said I had a line fault but instantly cleared when the internet returned. Engineers came and found no issue. I had 2 new ER115 routers sent out and and nothing sorted it. I got fed up and decided to go FTTP as I was FTTC. Sky sent out the new router SR203 which I connected on my old pohone line and the problem stopped instantly. I am still awaiting full fibre connection( ongoing issue so still on copper) and 2 months since i installed the SR203 I havent had this issue once. Might pay to see if you can get the new router