topic Re: Broadband keeps dropping out. in Broadband

Broadband keeps dropping out.

Romeo+W — Mon, 29 Jan 2024 19:32:20 GMT

I've had Sky Fibre since last April (2023) and have had nothing but problems. Every few weeks (sometimes everyday) I come home from work or wake up to no broadband. I have to unplug the router and restart it each time. I have contacted Sky and they have sent a new hub but I'm still getting the same problem. I had to do it twice today and twice over the weekend. This is more than frustrating as my wife works from home and (more importantly) the phone doesn't work. With a 97 year old Nan it is important she can reach us. This is why we have a home phone. I don't feel this is the level of service I am paying for! Can I cancel my contract early due to not getting what I pay for?

Re: Broadband keeps dropping out.

Chrisee — Tue, 30 Jan 2024 07:03:15 GMT

@Romeo+W can you post your hub's connection stats as this should show what maybe wrong see Find your Sky Broadband router statistics

Re: Broadband keeps dropping out.

Romeo+W — Tue, 30 Jan 2024 18:36:10 GMT

@Chrisee Here is a picture of the stats.

Re: Broadband keeps dropping out.

jamesn123 — Thu, 01 Feb 2024 10:15:29 GMT

@Romeo+W

I see you have WiFi disabled. What are you using for a WiFi connection instead?

When you 'have no broadband' do any lights change on the Sky hub or is there just no connection on whatever WiFi AP you are using?

Re: Broadband keeps dropping out.

Romeo+W — Thu, 01 Feb 2024 12:10:52 GMT

WiFi is disabled as I use a separate router for that. (The sky hub is rubbish for sending WiFi around the house) When we lose the broadband, the voice light turns steady orange.

Re: Broadband keeps dropping out.

jamesn123 — Thu, 01 Feb 2024 12:39:37 GMT

@Romeo+W

Could do with seeing the router logs when the issue occurs

Re: Broadband keeps dropping out.

Romeo+W — Thu, 01 Feb 2024 12:55:03 GMT

I will record the logs next time it drops out.

Re: Broadband keeps dropping out.

Romeo+W — Sun, 25 Feb 2024 14:53:35 GMT

Router stats when the broadband dropped out.

Re: Broadband keeps dropping out.

JimM1 — Sun, 25 Feb 2024 15:00:25 GMT

@Romeo+W Same as your post 5? Orange light, and what is in the log file?

Re: Broadband keeps dropping out.

Romeo+W — Sun, 25 Feb 2024 15:07:02 GMT

Orange voice light so tried your suggestion (remove ethernet cable that runs to ONT) which worked. The photo of the stats are those while the orange light was on.

Re: Broadband keeps dropping out.

JimM1 — Sun, 25 Feb 2024 15:10:34 GMT

@Romeo+W Security tab, you will see the log file, anything strange, should repeat fairly consistant then issue, have a look see.

Re: Broadband keeps dropping out.

Romeo+W — Sun, 25 Feb 2024 15:13:55 GMT

Ok. I'll make a note of it now it's back on and repeat it next time it drops out.

Re: Broadband keeps dropping out.

JimM1 — Sun, 25 Feb 2024 15:17:21 GMT

@Romeo+W If you did not power down the router, then the log file is still there, you can save it to a file...

Post and we can look at it, will not like some things like dates etc but you can edit and replace...

Re: Broadband keeps dropping out.

Romeo+W — Sun, 25 Feb 2024 16:24:24 GMT

Sorted the log. How can I upload it on here?

Re: Broadband keeps dropping out.

JimM1 — Sun, 25 Feb 2024 16:30:14 GMT

@Romeo+W Open your document, CTRL C to copy, in your post CTRL V to paste the copied text.

Re: Broadband keeps dropping out.

Romeo+W — Sun, 25 Feb 2024 16:32:04 GMT

I tried that but it wouldn't allow me to post it because it has repeated numbers and phrases. I'll try again.

Re: Broadband keeps dropping out.

JimM1 — Sun, 25 Feb 2024 16:40:51 GMT

@Romeo+W Will not like the numbers and phrases, you may have to edit out them, do not need the whole log, bit before you think the issue was to a bit after the issue is cleared.

Or maybe a screen capture or picture post may work and insert photo like you did before.

Re: Broadband keeps dropping out.

Romeo+W — Sun, 25 Feb 2024 16:42:11 GMT

21:39:31 syslog: Lease renewed 3600 ip 5.65.242.148

21:43:26 syslog: WAN IPV6 UP

22:06:31 syslog: Lease renewed 3600 ip 5.65.242.148

22:13:26 syslog: WAN IPV6 UP

22:40:07 syslog: Lease renewed 3600 ip 5.65.242.148

22:43:26 syslog: WAN IPV6 UP

23:05:55 syslog: Lease renewed 3600 ip 5.65.242.148

23:13:27 syslog: WAN IPV6 UP

23:33:50 syslog: Send out NTP request to ntp1.isp.sky.com

23:33:50 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

23:33:51 syslog: System time is up to date

23:39:50 syslog: Lease renewed 3600 ip 5.65.242.148

23:43:27 syslog: WAN IPV6 UP

00:09:32 syslog: Lease renewed 3600 ip 5.65.242.148

00:13:27 syslog: WAN IPV6 UP

00:39:50 syslog: Lease renewed 3600 ip 5.65.242.148

00:43:27 syslog: WAN IPV6 UP

01:07:08 syslog: Lease renewed 3600 ip 5.65.242.148

01:13:28 syslog: WAN IPV6 UP

01:33:50 syslog: Lease renewed 3600 ip 5.65.242.148

01:43:18 syslog: Send out NTP request to ntp1.isp.sky.com

01:43:18 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

01:43:18 syslog: System time is up to date

01:43:27 syslog: WAN IPV6 UP

01:57:50 syslog: Lease renewed 3600 ip 5.65.242.148

02:13:28 syslog: WAN IPV6 UP

02:28:44 syslog: Lease renewed 3600 ip 5.65.242.148

02:43:28 syslog: WAN IPV6 UP

02:45:51 syslog: TR69: Connect to Production ACS

02:45:51 syslog: TR69: Connection to ACS Complete

02:46:02 syslog: TR69: Close ACS Connection

02:53:20 syslog: Lease renewed 3600 ip 5.65.242.148

03:13:28 syslog: WAN IPV6 UP

03:17:56 syslog: Lease renewed 3600 ip 5.65.242.148

03:43:26 syslog: Lease renewed 3600 ip 5.65.242.148

03:43:28 syslog: WAN IPV6 UP

04:01:24 syslog: Send out NTP request to ntp1.isp.sky.com

04:01:24 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

04:01:24 syslog: System time is up to date

04:13:28 syslog: WAN IPV6 UP

04:15:50 syslog: Lease renewed 3600 ip 5.65.242.148

04:41:56 syslog: Lease renewed 3600 ip 5.65.242.148

04:43:28 syslog: WAN IPV6 UP

05:13:28 syslog: WAN IPV6 UP

05:14:38 syslog: Lease renewed 3600 ip 5.65.242.148

05:41:57 syslog: Lease renewed 3600 ip 5.65.242.148

05:43:28 syslog: WAN IPV6 UP

06:13:28 syslog: WAN IPV6 UP

06:16:27 syslog: Lease renewed 3600 ip 5.65.242.148

06:17:09 syslog: Send out NTP request to ntp1.isp.sky.com

06:17:09 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

06:17:09 syslog: System time is up to date

06:40:45 syslog: Lease renewed 3600 ip 5.65.242.148

06:43:28 syslog: WAN IPV6 UP

07:06:51 syslog: Lease renewed 3600 ip 5.65.242.148

07:13:28 syslog: WAN IPV6 UP

07:40:27 syslog: Lease renewed 3600 ip 5.65.242.148

07:43:28 syslog: WAN IPV6 UP

08:13:29 syslog: WAN IPV6 UP

08:16:09 syslog: Lease renewed 3600 ip 5.65.242.148

08:27:45 syslog: Send out NTP request to ntp1.isp.sky.com

08:27:46 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

08:27:46 syslog: System time is up to date

08:43:29 syslog: WAN IPV6 UP

08:45:52 syslog: Lease renewed 3600 ip 5.65.242.148

09:13:29 syslog: WAN IPV6 UP

09:17:22 syslog: Lease renewed 3600 ip 5.65.242.148

09:43:29 syslog: WAN IPV6 UP

09:47:22 syslog: Lease renewed 3600 ip 5.65.242.148

10:11:40 syslog: Lease renewed 3600 ip 5.65.242.148

10:13:30 syslog: WAN IPV6 UP

10:39:34 syslog: Lease renewed 3600 ip 5.65.242.148

10:43:30 syslog: WAN IPV6 UP

10:47:42 syslog: Send out NTP request to ntp1.isp.sky.com

10:47:42 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

10:47:42 syslog: System time is up to date

11:08:40 syslog: Lease renewed 3600 ip 5.65.242.148

11:13:29 syslog: WAN IPV6 UP

11:38:04 syslog: Lease renewed 3600 ip 5.65.242.148

11:43:29 syslog: WAN IPV6 UP

12:11:22 syslog: Lease renewed 3600 ip 5.65.242.148

12:13:29 syslog: WAN IPV6 UP

12:35:40 syslog: Lease renewed 3600 ip 5.65.242.148

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

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13:35:44 syslog: DHCP lease expired. -> DISCOVERY 3600

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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: [D210238C028158/B4BA9DDF6FA8/5.65.242.148/7.03.0400.R/2a02:c7e:2f3c:d300::1]

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: 2a02:c7e:2f3c:d300::1/64

14:24:32 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D210238C028158/B4BA9DDF6FA8/5.65.242.148/7.03.0400.R/2a02:c7e:2f3c:d300::1]

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 5.65.242.148

14:54:19 syslog: WAN IPV6 UP

15:18:16 syslog: Lease renewed 3600 ip 5.65.242.148

15:24:19 syslog: WAN IPV6 UP

15:47:41 syslog: Lease renewed 3600 ip 5.65.242.148

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

Re: Broadband keeps dropping out.

Romeo+W — Sun, 25 Feb 2024 16:44:30 GMT

hopefully you can see the log now i've removed the dates,

Re: Broadband keeps dropping out.

JimM1 — Sun, 25 Feb 2024 16:51:14 GMT

@Romeo+W @jamesn123 @Chrisee Got it, error started 13:02:35 with lease renewal, and you fixed by removing cable at 14:19:09.

Now keep that log safe, this is what you need for sky as the error, Not sure how to proceed, Have copied the most experience superusers who will hopefully look and advise best option now.

The orange light has been going on for sometime now, don't have VOIP in my system as still old copper fttc for years.

But will keep you posted.