topic Re: broadband keeps dropping out in Broadband

broadband keeps dropping out

sally761 — Fri, 19 Jan 2024 15:00:01 GMT

hoping someone can help,

our broadband has been dropping completely for weeks now,

it happens multiple times a day.

all but the power light on the router goes off, it only lasts for seconds but kids getting kicked out of games,or uni online classes..sky glass going off, its getting very frustrating.

i have rang support line twice.

first gentleman was very nice,ran through the turn it off and on again thing, changed channel, line test/ speed test ect.

but due to broadband being back up by the time i rang nothing showing as wrong.

he suggested doing check through the app as soon as it goes down as if we can catch it on there it will get registered their end.

4 days later approx 15 attemps through the app to catch the drop, got nothing so rang back.

again nothing wrong,nothing showing up,

was told too many devices, try forgetting connection on every device and reconnect,

seemed more intrested in the fact that i am out of contract and have upgrades available ....i told her i ain't renewing if i can't rely on connection, sorry to say i didn't find her helpful at all.

i saw a few people on here with similar issues so i thought i would give it one more go before i go elsewhere..

is this the correct info?

thanks

Sally

Re: broadband keeps dropping out

Highlinder — Fri, 19 Jan 2024 15:04:36 GMT

@sally761 Are all of the lights on the router going out and the power light going to red or is it just the internet light going out or amber then coming back to green?

Re: broadband keeps dropping out

sally761 — Fri, 19 Jan 2024 15:17:22 GMT

hi,

power light stays green, all off the other 3 lights go out/off

Re: broadband keeps dropping out

Highlinder — Fri, 19 Jan 2024 16:28:29 GMT

@sally761 So that is not yourself causing the low amount of system uptime on the router. That is you are not powercycling the router yourself?

Re: broadband keeps dropping out

sally761 — Fri, 19 Jan 2024 16:51:52 GMT

no i did not touch anything/switch anything off,

i took that screenshot immediately after the last drop in broadband,

Re: broadband keeps dropping out

Highlinder — Fri, 19 Jan 2024 17:01:05 GMT

@sally761 Have Sky offered you a replacement router on these phone calls? As it looks like the router is faulty if it is doing a full powercycle. You also have no trouble with power drop-outs in your area?

Re: broadband keeps dropping out

sally761 — Fri, 19 Jan 2024 17:16:26 GMT

no they haven't ,

when i have called, they said they haven't been able to see any problems with my connection at all

no problems in the area.

Re: broadband keeps dropping out

Highlinder — Fri, 19 Jan 2024 19:53:42 GMT

@sally761 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat. This will now be tomorrow morning.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: broadband keeps dropping out

Greenfingers001 — Sat, 20 Jan 2024 10:02:33 GMT

Thanks for escalating this. We’ve sent @sally761 an invite to chat.

Re: broadband keeps dropping out

Greenfingers001 — Sat, 20 Jan 2024 11:28:28 GMT

Update:

Spoke with @sally761 and arranged for hub replacement, please do re escalate should issues persist.

Thanks again for the escalation have a great weekend 🙂