topic Re: Broadband woes in Broadband

Broadband woes

Romeo+W — Thu, 07 Mar 2024 18:50:35 GMT

HELP PLEASE. I have posted in here a few times about the broadband dropping out and the voice light goes orange. Thanks to the support of @JimM1 I have looked at the router logs and bought a new cable to go from the ONT box to the router. All has been good for a week or so but this evening it dropped again. Would one of the wonderful superusers be able to raise it with sky as I have contacted them each time it's dropped out and done all the things they've suggested but the problem still exists. I'm getting really annoyed now as this has been a problem since it was installed last April. I'm stuck in the contract for another 12months and can't afford to get out but I can't have such a unreliable service as I work from home! I think I may have to contact OFCOM. Please help super users.

Re: Broadband woes

JimM1 — Thu, 07 Mar 2024 19:49:21 GMT

@Romeo+W I have looked at your multiple post, so will only use this one as the reply.

Are you sure, if you compare the previous log to your new log that you have the same error.

There are many reasons for the link to drop and we need to be very specific on your case.

If you want to do as before, just cut and paste the relevent section will keep it small.

The superuser's will read this also, and next step will be worked out. You have been very patient

i can tell you my intermittent fault took me nearly 1 year to sort out, but now it is sorted....

Post back just using this, multiple post are very confusing.

Re: Broadband woes

TimmyBGood — Thu, 07 Mar 2024 20:14:00 GMT

@Romeo+W wrote:

I think I may have to contact OFCOM.

Ofcom does not get involved in technical issues between an ISP and a subscriber.

I'll escalate the issue here, but it won't get any attention from Openreach over their normal service for any ISP.

Re: Broadband woes

Romeo+W — Thu, 07 Mar 2024 20:23:40 GMT

Thank you. How can I get Openreach to check the line/ONT box? Is this something sky has to action?

Re: Broadband woes

Romeo+W — Thu, 07 Mar 2024 20:25:06 GMT

@JimM1 Thank you. I'll do it tomorrow. Sorry for multiple posts. Just desperate to get it sorted now.

Re: Broadband woes

Romeo+W — Fri, 08 Mar 2024 17:17:05 GMT

@JimM1 @TimmyBGood Ive just tried to download the log but it doesn't go back far enough. It misses it by 15 minutes. Argh! If it is a problem with the openreach line, how can I get sky to agree to contact them to check the line and the ONT box?

Re: Broadband woes

JimM1 — Fri, 08 Mar 2024 20:10:17 GMT

@Romeo+W Sorry for the delay, had to go find your old post to re-read, so you have the orange voip block

freezing operation, and cleared by just removing the Ethernet cable, and you replaced cable which is one move, others have had new routers but still have the issue. I know how frustrating this all is and the voip light issue has been about for a LONG while, so it is not known if SKY or OR issue....

There is a new firmware being pushed out just now, and it is never known to what is being addressed.

I had this at my fathers last night although he has the ER115 model, i will check mine as soon as i get home tomorrow, ive got the SR203 same as you. But both are not using the VOIP side, er115 not capable but the sr203 is, i do not have this feature as still connected the old landline way for phone.

It's a hard call with this one, let me have some time to have a think about what to do next, dont wait

your end if you see the problem, grab the log as quick as you can, before it gets over written..

Get back to you asap... Jim

And also in post 3 TimmyBgood is escalating so it will be moving forward.

Re: Broadband woes

Romeo+W — Fri, 08 Mar 2024 20:09:18 GMT

Thank you @JimM1 . You're a star. I wished I'd recorded the log last night. Same problem as before. Orange voice light which is fixed by removing ethernet cable and reinserting. This is currently a replacement router and a brand new cat 8 ethernet cable. Is the firmware automatically sent to the router?

Re: Broadband woes

JimM1 — Fri, 08 Mar 2024 20:18:46 GMT

@Romeo+W Yes it is, there is a phased release so does take time, there a millions of sky routers,

But go look on your router to see what you have, note it down or print that page to the pdf file,

FW updates are easy to spot, router always reboots to apply, so looking at log it just looks like it has been switched off then back on, complete fresh start. Do not know if my home has happened yet untill i return.

This is what new at my fathers, maintenance tab,

Systems Details

Manufacturer Sky

Model ER115

Firmware Version 4.13.0509.R

DSL Firmware VersionA2pv6F039m1.d24m

Re: Broadband woes

JimM1 — Fri, 08 Mar 2024 20:28:43 GMT

@Romeo+W @TimmyBGood This is were my problem thoughts are, is removing the ethernet on the wan causing the router to refresh when it is plugged back in, then it makes the good connection and we are all back to normal, then you have to wait again until it happens. Or is it the opposite, the ONT wakes up because it had the issue, so you see the delema, which way to go, and i also have to consider your side, new cable, replacement router, ???? If you searched you will find MANY references to this issue and i do thank you for what you have done with the requests made.

Re: Broadband woes

Romeo+W — Fri, 08 Mar 2024 20:39:54 GMT

Thank you for all your support with this. I just need to find a way to get the ONT checked. If it isn't Sky's fault I owe them an apology. I'm guessing sky have to contact Openreach to report the problem.

Re: Broadband woes

JimM1 — Mon, 11 Mar 2024 10:01:51 GMT

@Romeo+W From the original post dropping your data in so superusers see, multiple posts are hard and you are correct, sky is the key to getting this fixed have condensed so easier to read.

12:11:22 syslog: Lease renewed 3600 ip (removed)
12:13:29 syslog: WAN IPV6 UP
12:35:40 syslog: Lease renewed 3600 ip (removed)
12:43:29 syslog: WAN IPV6 UP
13:02:35 syslog: [2309861.876000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
13:02:37 syslog: eth3.1 - WAN link DOWN.
13:02:37 syslog: DHCP lease expired from server. Connection DOWN.
13:02:37 syslog: [2309863.900000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
13:02:41 syslog: Voice IP Connection Down
13:02:44 syslog: Voice Disconnected
13:08:11 syslog: Send out NTP request to ntp1.isp.sky.com
13:10:15 syslog: No lease renewal received
13:10:20 syslog: No lease renewal received

Many more like this until

14:11:36 syslog: Send out NTP request to ntp1.isp.sky.com
14:13:29 syslog: Send out NTP request to ntp1.isp.sky.com
14:16:09 syslog: Send out NTP request to ntp1.isp.sky.com
14:18:13 syslog: Send out NTP request to ntp1.isp.sky.com
14:19:09 syslog: [2314455.726000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 1000 mbps full duplex
14:19:16 syslog: [2314462.804000] eth1 (Ext switch port: 1) (Logical Port: 9) Link DOWN.
14:19:19 syslog: [2314465.838000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 1000 mbps full duplex
14:19:20 syslog: [2314466.859000] eth1 (Ext switch port: 1) (Logical Port: 9) Link DOWN.
14:19:23 syslog: [2314469.879000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 1000 mbps full duplex
14:20:39 syslog: Send out NTP request to ntp1.isp.sky.com
14:22:25 syslog: Send out NTP request to ntp1.isp.sky.com
14:23:46 syslog: [2314732.784000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
14:23:47 syslog: sky dhcpc client (v0.0.1) started
14:24:07 syslog: [2314753.914000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
14:24:08 syslog: sky dhcpc client (v0.0.1) started
14:24:16 syslog: sky dhcpc client (v0.0.1) started
14:24:22 syslog: eth3.1 - WAN link UP.
14:24:22 syslog: Received valid DHCP lease from server. Connection UP.
14:24:22 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6:

(removed)
14:24:22 syslog: Send out NTP request to ntp1.isp.sky.com
14:24:23 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
14:24:23 syslog: System time is up to date
14:24:23 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
14:24:32 syslog: WAN IPV6 UP
14:24:32 syslog: Voice IP Connection Up: (removed)
14:24:32 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6:

(removed)
14:24:36 syslog: Voice Configured
14:24:40 syslog: Voice Initialized
14:24:40 syslog: Voice Connecting
14:24:41 syslog: Voice Connected
14:26:11 syslog: [2314876.717000] eth1 (Ext switch port: 1) (Logical Port: 9) Link DOWN.
14:49:46 syslog: Lease renewed 3600 ip(removed)
14:54:19 syslog: WAN IPV6 UP
15:18:16 syslog: Lease renewed 3600 ip (removed)
15:24:19 syslog: WAN IPV6 UP
15:47:41 syslog: Lease renewed 3600 ip (removed)
15:54:20 syslog: WAN IPV6 UP
16:00:45 syslog: [2320537.451000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 1000 mbps full duplex
16:00:52 syslog: [2320544.437000] eth1 (Ext switch port: 1) (Logical Port: 9) Link DOWN.
16:00:55 syslog: [2320547.459000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 1000 mbps full duplex
16:00:56 syslog: [2320548.479000] eth1 (Ext switch port: 1) (Logical Port: 9) Link DOWN.
16:00:59 syslog: [2320551.501000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 1000 mbps full duplex
13:10:25 syslog: No lease renewal received
13:10:30 syslog: Send out NTP request to ntp1.isp.sky.com
13:10:30 syslog: No lease renewal received

Moderator note: Removed personal/identifiable details

Re: Broadband woes

JimM1 — Fri, 08 Mar 2024 20:59:13 GMT

@Romeo+WThink like this!!! If its a router issue, no matter how many you get there is always the potential of the issue.

If its an ONT issue, the above also applies, no matter how many etc etc etc.

Until it is looked at logical with steps in place, that is why it gets so frustrating.....

The BIG question is were do we go from here.

And as you say maybe tomorrow, or next week before it appears, do we say done this makes it better, done that little bit better, it is so hard....

And i would say, this voip has a major part, why because I DO not use, and therefore have no issue, but there are many customers also using voip and NOT having an issue, difficult you see!!!!

Post 5 from timmy, he's on the case

Re: Broadband woes

Romeo+W — Fri, 08 Mar 2024 21:01:30 GMT

Thank you again. I hope a superuser can help as well.

Re: Broadband woes

Romeo+W — Fri, 08 Mar 2024 21:07:22 GMT

Of course. Timmy's on the case? Fantastic!

Re: Broadband woes

Tom-W19 — Sat, 09 Mar 2024 15:05:00 GMT

Thanks for escalating. We've sent an invite to @Romeo+W.

Re: Broadband woes

JimM1 — Sat, 09 Mar 2024 15:46:01 GMT

@Romeo+W So you know, you are now in the escallated stage, do not let it slip by, 48hrs and you will be out. @Tom-W19 has set you up. Jim

Re: Broadband woes

Romeo+W — Sat, 09 Mar 2024 21:32:36 GMT

Many thanks. I tried replying on his invite but it said I can't send a message?

Re: Broadband woes

JimM1 — Sat, 09 Mar 2024 21:38:07 GMT

@Romeo+W

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Broadband woes

JimM1 — Sun, 10 Mar 2024 11:35:26 GMT

@Romeo+W Just checking how you are getting on with the escallation?