Intermittent dropout

Tree+Kangaroo — Tue, 19 Apr 2022 08:15:08 GMT

Hi,

I wonder if anyone on this forum might be able to offer me some advice about who to contact at Sky regarding an issue with my internet connection dropping out.

I regularly get a loss of connection (mainly during the evening) which lasts a couple of minutes. As an example the times/dates below show the past weekend

Date

Dropout begin

Resume

Thursday, 14 April 2022

20:02:42

20:03:21

20:27:57

20:31:05

21:35:22

21:36:42

22:17:00

22:18:41

22:29:26

22:31:59

Friday, 15 April 2022

11:38:47

11:45:12

Saturday, 16 April 2022

19:33:08

19:35:20

19:55:17

19:58:05

19:59:42

20:07:49

21:36:57

21:40:30

Monday, 18 April 2022

20:30:10

20:33:01

Tuesday, 19 April 2022

08:07:14

08:14:42

Obviously I only notice these dropouts when I am trying to use a device, so there could be further dropouts I am unaware of. Sky did send me an email saying they had detected a problem with my line and an Openreach engineer came out (for the 2nd time) and found no problem with the line.

It is especially frustrating when I am watching a streaming service as I have to leave the service, sign back in, find the program I was watching and restart the program. Also not only am I paying for my broadband but I am also paying extra for my streaming services which, with continued interruptions I don't find that enjoyable.

I am not that technical when it comes to understanding router settings etc and to be quite honest I, with the monthly fee I pay, I feel that Sky should send an engineer out, at their cost to sort out the problem.

I do not want to spend hours on a phone line following instructions from a person only to find it all goes wrong as soon as the call is finished (which is my usual experience with these things).

I have pasted a screenshot of my router statistics below

Many thanks for any help

best regards

Rob

Re: Intermittent dropout

mae-3 — Tue, 19 Apr 2022 08:21:00 GMT

@Tree+Kangaroo

The line is banded at 60Mbps downstream and 15Mbps upstream, and you have a very high noise margin of 15dB downstream when it should be 6dB or less. Both these facts indicate a broadband line fault that should be investigated by an engineer.

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Intermittent dropout

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