topic Re: Wifi dropping out and reconnecting in Broadband

Wifi dropping out and reconnecting

Spindlefox — Sat, 30 Dec 2023 11:44:05 GMT

I am experiencing frequent internet / wifi drop outs with my Sky Broadband Ultrafast service which I’ve had for over 18 months now - it’s only been a real issue in the last 2-3 weeks. I have restarted the router on numerous occasions but still getting the same issue. The service reconnects automatically but obviously is still causing issues with Teams calls, streaming music etc

May not be related but around the same time I have also been seeing ‘stuttering’ when watching tv via our Sky Q mini box (no problem with main Sky Q box)

I will add some activity logs from the router as soon as the moderation system lets me - keeps blocking my attempts with this message:

Your message contains 12-30 02, which is not allowed or has been repeated too many times. We block information which can identify you such as account or phone numbers & email addresses. Please remove or change it before trying again

Hoping someone can give me some suggestions on how to resolve this as well as the wifi issue!

Router:

Sky - Model SR203

Firmware Version7.03.0400.R

DSL Firmware VersionA2pvfbH043p1.d26u

Router Statistics

System Up Time: 93:21:55

WAN

WANoE

93:19:57

LAN

93:21:56

WLAN (2.4 GHz)

44:47:58

WLAN (5 GHz)

93:20:00

Broadband Link

Downstream

Upstream

Connection Speed

159900 kbps

30000 kbps

Re: Wifi dropping out and reconnecting

Spindlefox — Sat, 30 Dec 2023 12:02:39 GMT

Re: Wifi dropping out and reconnecting

Spindlefox — Sat, 30 Dec 2023 12:05:16 GMT

Re: Wifi dropping out and reconnecting

jamesn123 — Tue, 02 Jan 2024 16:23:34 GMT

@Spindlefox

Do any lights change on your hub or ONT?

Your stats & logs dont suggest any problems at all and report the line has been connected for 93hrs

Re: Wifi dropping out and reconnecting

Spindlefox — Tue, 02 Jan 2024 18:55:38 GMT

Hi @jamesn123

No light changes that I've spotted - only visual indication of the issue is when the WiFi symbol on devices temporally vanishes

Is there any other stats that I can access that may help with diagnosis? Or do I need an engineer to check in person?

Thanks for your you help

Re: Wifi dropping out and reconnecting

jamesn123 — Tue, 02 Jan 2024 19:09:43 GMT

@Spindlefox

Hmm okay.

Can you post a fresh set of stats as soon as you next notice the issue happening?

Re: Wifi dropping out and reconnecting

Spindlefox — Tue, 02 Jan 2024 21:35:56 GMT

Will do - thanks

Re: Wifi dropping out and reconnecting

Spindlefox — Wed, 03 Jan 2024 22:06:35 GMT

@jamesn123 Just happened again at 21:52:

Re: Wifi dropping out and reconnecting

jamesn123 — Wed, 03 Jan 2024 23:58:07 GMT

@Spindlefox

Absolutely nothing in the stats or logs that suggests a problem with the line or the router. I suspect the issue could be related to Sky Q, you mentioned a Q mini stutters etc so what you could do is temporarily unplug any Q minis and see if the problem persists, if it stops happening then you know there is either a connectivity issue or fault with one of the Minis.

Re: Wifi dropping out and reconnecting

Spindlefox — Thu, 04 Jan 2024 09:08:33 GMT

Done - I will let you know how it goes

thanks again

Re: Wifi dropping out and reconnecting

JimM1 — Thu, 04 Jan 2024 09:22:26 GMT

@jamesn123

Do you think that he is maybe getting the Q network storm that was mentioned in an earlier post...

Re: Wifi dropping out and reconnecting

Ryan75 — Thu, 04 Jan 2024 09:55:57 GMT

Sounds similar to me. Only been using sky for three weeks though. 75mbps.
on my phone when accessing a page it does nothing as if frozen so I briefly turn WiFi off and on again (on my phone) and hey presto, the page loads. No faults reported. Streaming takes a while too with some buffering.
Frustrating as I left Vodafone that had excellent service albeit a slower connection.
I've done resets. Turned off for 15 minutes. no joy.

Re: Wifi dropping out and reconnecting

Ryan75 — Thu, 04 Jan 2024 09:59:19 GMT

Loading emails is a common one. Open up an email and blank. Switch off the phone's WiFi to use mobile data but don't even give it chance. WiFi back in immediately, as if to kick it up its backside and the email loads instantly.
it's not my phone as it happens with others in the house.

Re: Wifi dropping out and reconnecting

jamesn123 — Thu, 04 Jan 2024 13:04:33 GMT

@JimM1 wrote:

@jamesn123

Do you think that he is maybe getting the Q network storm that was mentioned in an earlier post...

Quite possibly, I've experienced the issue personally when I had a sort of ethernet 'loop' which caused Sky Q to panic and bring my network to a halt

Re: Wifi dropping out and reconnecting

Spindlefox — Sat, 06 Jan 2024 13:35:33 GMT

@jamesn123 Definate improvement since unplugging the Sky Q mini so it does look like thats the culprit.

Whats the best way to get it replaced? Ive already been through a full update / reset with someone from Sky support a couple of weeks ago, so i want to avaoid going through that again if possible

Re: Wifi dropping out and reconnecting

jamesn123 — Tue, 09 Jan 2024 10:17:20 GMT

@Spindlefox

Is the mini WiFi connected or ethernet normally?

There might not be anything physically wrong with the mini box it could just be that the setup needs tweaking or other connection method needs to be used.

Re: Wifi dropping out and reconnecting

RyanST — Tue, 09 Jan 2024 10:48:30 GMT

I contacted their help desk and their guy reckoned it was the security restrictions. I can't remember the term (Broadband Shield) but he asked if their were children in the house to which I replied there is but their devices are locked down and monitored so feel free to remove any restrictions. He did and was sure that would be my problem resolved. And it is better.