topic Re: Broadband Dropping Out in Broadband

Broadband Dropping Out

KJLav — Mon, 15 Jan 2024 17:46:17 GMT

Good afternoon,

We've been Sky Broadband customers for quite a while and currently subscribe to Sky Broadband Superfast.

For the last 12 months or so, our internet has been dropping out (light on the router turns orange) a couple of times a week for a short period of time.

Over the last month, this has increased to at least once daily and since Christmas this is now happening multiple times a day which is causing quite a bit of disruption as I work from home mostly.

Having seen other similar posts, I have included our router stats below and would be grateful for some advice as to where to turn next.

Thanks in advance!

Re: Broadband Dropping Out

Highlinder — Mon, 15 Jan 2024 19:27:04 GMT

@KJLav What does the broadband test tell you when you run it? Can see that you had a drop on the connection 30 minutes before you posted the image of the stats.

Re: Broadband Dropping Out

KJLav — Mon, 15 Jan 2024 21:18:51 GMT

Hi,

Thanks for your quick reply.

While the light is green, the test on the app says that everything is fine. Once the light turns orange, the test shows up a fault. It has gone off a number of times today alone.

thanks!

Re: Broadband Dropping Out

Highlinder — Mon, 15 Jan 2024 21:43:27 GMT

@KJLav Does it when it shows there is a fault let you book an engineer or have to call Sky to report this?

Re: Broadband Dropping Out

KJLav — Tue, 16 Jan 2024 07:57:30 GMT

No, it doesn't, it just says there is an issue with connecting, when the internet light is orange and when green, it says that everything is fine apart from signal to some devices; but the issue seems to be to the router as opposed to from the router via the wifi.

Re: Broadband Dropping Out

Chrisee — Tue, 16 Jan 2024 08:08:47 GMT

@KJLav you have a very short line to the cabinet which is likely to mask whatever line fault thst is causing the line drops. Getting Openreach to investigate line drops where a line is delivering full speed is not easy in the absence of other faults the threshold is 10 drops per day!

You need to report this to Sky but first check the connection from the hub to the phone master socket is good and not lose or damaged. If you use a separate line filter carefully unscrew and remove the sockets face plate and connect the filter to the test socket you should find there. That isolates your homes extention phone wiring that can cause line drops. It is also worth changing the line filter for a new one. These steps should exclude issues in your home which if Openreach find them can cause them to bill you.