topic Re: Sky broadband intermittent connection issues in Broadband

Sky broadband intermittent connection issues

Peahead — Sun, 14 Jan 2024 11:32:24 GMT

Hi all, im after advice please, I'm having issues with my WiFi for about 6 months now...

The WiFi kept disconnecting and we had the orange light on the router for a few minutes then would come back several times a day....

The openreach enginner rejumpered my connection at the frame twice... second time of trying that now seems to have stabilised that issue.

We've also had a new phone socket and 2 routers tried.

However I still get call drop outs from teams at least once a day with a poor network connection warning or buffering once or twice a day streaming from my tv....

We have sky multiroandwhich I know runs via a mesh network.

im convinced this is the issue I think its causing interference. Does anyone have any suggestions or other thoughts on whst the issue could be?

ive seen suggestions on forums to change the main sky box 5ghz settings to 40mhz rather than 80 so will try that for a few days.

Sorry I forgot to say, I'm in a flat so I don't think distance from the router etc is the issue, but me being in a flat could possibly be why the sky q mesh is causing issues?

Thanks

Re: Sky broadband intermittent connection issues

Highlinder — Sun, 14 Jan 2024 13:03:09 GMT

@Peahead Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101474

Re: Sky broadband intermittent connection issues

Peahead — Sun, 14 Jan 2024 13:22:02 GMT

Hi @Highlinder

Sorry here are the stats

Router Statistics

System Up Time: 259:48:46

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 976760 2705444 0 34862 92908 03:16:11 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 20915179 6781011 0 13540 4591 02:10:38 WLAN (5 GHz) Up 69867733 32746616 0 0 0 02:10:34

Broadband Link Downstream Upstream Connection Speed 71605 kbps 20000 kbps Line Attenuation D1(8.3 dB) , D2(17.4 dB) , D3(26.7 dB) U0(3.1 dB) , U1(13.1 dB) , U2(20.0 dB) Noise Margin 3.6 dB 7.4 dB

Re: Sky broadband intermittent connection issues

Peahead — Sun, 14 Jan 2024 13:26:44 GMT

Or this may be easier to see...

Thanks

Re: Sky broadband intermittent connection issues

Highlinder — Sun, 14 Jan 2024 14:50:18 GMT

@Peahead Can see from those stats you have had a drop on the connection. Are you able to see the lights on the router when your drop out of teams and what happens?

Re: Sky broadband intermittent connection issues

Peahead — Sun, 14 Jan 2024 14:58:09 GMT

Yes I can usually or when I have a drop I check immediately...

Previously we would get an orange internet light on router.

However since the openreach engineer visit a month or so ago all lights stay green but we still seem to get interruptions.

This week I had 3 dropouts that I recall when I was working this week and each time all lights were green with connection restored a minute or 2 later...

Re: Sky broadband intermittent connection issues

Highlinder — Sun, 14 Jan 2024 15:23:59 GMT

@Peahead Best to check the stats to see if they have changed or something has re-started on the router, that being the Wi-Fi frequencies or even the WAN connection. To narrow down what is the cause of this issue.

Re: Sky broadband intermittent connection issues

Peahead — Sun, 14 Jan 2024 15:31:46 GMT

OK thank you i will take a snap of them if it happens again.

After looking on the forums where some users were saying their sky q mesh causes interference I've changed my main sky q hub 5ghz wireless from 80 mhz to a 40 mhz channel this morning. Do you think that could help?

Re: Sky broadband intermittent connection issues

jamesn123 — Tue, 16 Jan 2024 10:54:13 GMT

@Peahead

Yes that could help as you are essentially reducing the chance of interference on the channel Sky Q is using by only using half the channel width you were using before