topic Re: SKy Connection keeps dropping out in Broadband

SKy Connection keeps dropping out

NaomiSp — Wed, 06 Mar 2024 20:33:13 GMT

I used to have a perfect internet connection until we moved to SKY last year. Since then the connection has dropped intermittently which is very inconvenient as my husband and I both work from home. The broadband checker reports no issue, and if anything it's worse after doing the hard reset that support suggested. When I called support last year I was told I needed to pay for an engineer visit and suggested it was something my house causing an issue, but I've changed nothing in the house since we changed providers. I have just been putting up with it (and the complaints from my family) but its getting worse. Now when I go through the test connection scenario it doesn't even finish off with the contact number for SKY. Getting quite annoyed with the situation. Has anyone had any resolution on this issue?

Re: SKy Connection keeps dropping out

cookiemonsteruk — Wed, 06 Mar 2024 20:35:45 GMT

@NaomiSp

Could you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M101474

Re: SKy Connection keeps dropping out

NaomiSp — Wed, 06 Mar 2024 20:47:23 GMT

Re: SKy Connection keeps dropping out

jamesn123 — Thu, 07 Mar 2024 11:07:05 GMT

@NaomiSp

What exactly happens when you notice it 'drop'? Any lights that change on the hub?

Your router stats are not that helpful as the hub was only rebooted around 4hrs before you took a screenshot of them. Ideally we need to see the hubs stats after you notice the issue occurring but before you reboot the hub.

Re: SKy Connection keeps dropping out

NaomiSp — Thu, 07 Mar 2024 12:58:47 GMT

The stats say it's been reset when I've not done that. Lately, there have been orange lights on the router when it drops but that hasnt always be the case.

Here are more recent stats, its been over 12 hours since I reset the router manually.

Re: SKy Connection keeps dropping out

jamesn123 — Thu, 07 Mar 2024 13:52:09 GMT

@NaomiSp

You certainly have a line fault. Your stats show a drop of the connection about 50mins ago & your speed has dropped since you first posted your stats.

I've flagged your post to Sky so you can chat with them on the forum. Look out for a message on here.

Re: SKy Connection keeps dropping out

NaomiSp — Thu, 07 Mar 2024 14:27:50 GMT

Thanks! Apparently, they have fixed it now, but let's just see if the long-standing, less aggressive issue is also resolved!

Re: SKy Connection keeps dropping out

NaomiSp — Fri, 08 Mar 2024 21:14:20 GMT

Got a message from Sky saying they had fixed the fault but actually it is down again.