topic Re: Frequent internet drop out in Broadband

Frequent internet drop out

Frustrated669 — Sat, 23 Mar 2024 18:49:29 GMT

Over the last few weeks my internet service has been dropping out several times a day

here is my router stats following the most recent drop out today

regards

Re: Frequent internet drop out

Highlinder — Sun, 24 Mar 2024 09:26:10 GMT

@Frustrated669 Can see that you have a rasied noise margin in the downstream that should be 6.0 and is sitting at 9.3. Was it yourself that restarted the router or did the router restart itself?

Re: Frequent internet drop out

Frustrated669 — Sun, 24 Mar 2024 10:00:00 GMT

No the router did this on its own

here are the most recent stats

it seems to have a high number of collision packets And a high noise margin

Re: Frequent internet drop out

Highlinder — Sun, 24 Mar 2024 10:09:23 GMT

@Frustrated669 When it happens do all of the lights on the router go out or does the power light turn red?

Re: Frequent internet drop out

Frustrated669 — Sun, 24 Mar 2024 11:37:59 GMT

When this happens the power light stays green but the others go out

Re: Frequent internet drop out

Highlinder — Sun, 24 Mar 2024 12:17:45 GMT

@Frustrated669 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.

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: Frequent internet drop out

Lisa-P1987 — Sun, 24 Mar 2024 12:34:06 GMT

Thanks for escalating this. We’ve sent @Frustrated669 an invite to chat.

Re: Frequent internet drop out

Addie15 — Thu, 28 Mar 2024 08:40:00 GMT

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.