topic Re: Recent frequent disconnects in Broadband

Recent frequent disconnects

AndyStubbs — Thu, 14 Mar 2024 19:31:26 GMT

Hi, I have been with sky broadband for a very long time and always sync at full speed (80 down 20 up). This connection over the years has been mostly rock solid however recently I am encountering multiple disconnects every day and the reconnect always seems to result in reduced speed.

Stats are below

This is becoming annoying as I work from home and at the moment dont feel that I can rely on this connection any longer. I have never had disconnects like this from this line before.

Re: Recent frequent disconnects

Chrisee — Fri, 15 Mar 2024 07:24:59 GMT

@AndyStubbs the stats dont tell us very much as the hub was restarted just before you took the stats. If the hub is not restarting on its then it is likely to be faulty but if you restarted it yourself that doesnt apply.

Line drops on copper lines are not uncommon especially in periods of bad weather and Openreach are often reluctant to take action as their automatic DLM system is designed to intervene dropping speeds slightly by increasing the noise margin and improve stability. There are signs that is happening on your line as speeds are slightly below 80Mb/s and the noise margin is slightly high at 6.4dB but likely to be well abovecthe guarantee.

It is only where that system cannot stabilise the line without dropping speeds below the guaranteed speed for the line or drops exceed 10 a day that Openreach will definitely accept a fault report from their customer Sky. These are the SLA for domestic lines you are buying, the fact you use the line for business doesn't change that unfortunately. It is worth reporting the issue to Sky if you do try to use the Sky Talk line as if that is crackling Openreach will be more willing to sort the issue. Dialling 150 on that line gives you a free call.

Re: Recent frequent disconnects

AndyStubbs — Sat, 23 Mar 2024 17:29:42 GMT

Something is now clearly wrong with this line. I have disconnected again and have the following stats..

Please note that prior to this my service would maybe drop out at most once a year and usually resync at 80 / 20.

As I have recently switched to sky stream I am now reliant on a stable connection so if this continues I will be looking to cancel stream on the basis that sky cannot provide me with a stable connection.

Re: Recent frequent disconnects

AndyStubbs — Sat, 23 Mar 2024 21:27:56 GMT

And yet another drop out and reconnect...

Re: Recent frequent disconnects

vickyharris — Sat, 23 Mar 2024 21:42:31 GMT

Ours is exactly the same constantly keeps dropping wifi,it's absolutely ridiculous

Re: Recent frequent disconnects

Chrisee — Sat, 23 Mar 2024 21:51:30 GMT

@AndyStubbs if your hub is restarting on its own it is likely to be faulty so call Sky to get it replaced.

Re: Recent frequent disconnects

AndyStubbs — Sat, 23 Mar 2024 21:56:40 GMT

The hub is not restarting - the connection drops - ie middle light goes out, takes ages to reconnect and then speed is reduced. I have always had a rock steady 80 / 20 connection and no disconnects but recently I get frequent disconnects and am unable to get the speed I had before.
It is now unreliable and not fit for streaming TV so I need it sorted or I will be sending teh sky stream devices back

Re: Recent frequent disconnects

jamesn123 — Tue, 26 Mar 2024 15:04:22 GMT

@AndyStubbs

Everytime you have posted your stats the hub is showing a low uptime (a few mins) this means its useless to us. If you say your hub is not restarting on its own then are you doing it before you post your stats? If so why?

Re: Recent frequent disconnects

AndyStubbs — Tue, 26 Mar 2024 15:52:06 GMT

Because in the past on the very few rare occassions that I had an issue a reboot solved it.

Re: Recent frequent disconnects

jamesn123 — Tue, 26 Mar 2024 15:56:21 GMT

@AndyStubbs

Are you still seeing multiple drops per day or has it slowed down?

Can you please post your stats after the next time it drops before you reboot it.

Re: Recent frequent disconnects

AndyStubbs — Sat, 30 Mar 2024 09:41:43 GMT

Dropped again just now. Stats below/

Re: Recent frequent disconnects

AndyStubbs — Sun, 31 Mar 2024 07:09:29 GMT

And again last night...

Re: Recent frequent disconnects

Chrisee — Sun, 31 Mar 2024 07:25:23 GMT

@AndyStubbs as I posted before copper lines can be unreliable especially during periods of bad weather and the very wet winter has caused loads of issues. Unfortunately it is unlikely Openreach would consider under 10 drops a day as a fault. Why your line has become less stable is not clear but given Openreach are increasingly unwilling to spend money on the copper network I think this something you will have to live with until they install full fibre in your area.

Re: Recent frequent disconnects

AndyStubbs — Mon, 01 Apr 2024 08:13:09 GMT

And again this morning...

Re: Recent frequent disconnects

jamesn123 — Tue, 02 Apr 2024 09:15:51 GMT

@AndyStubbs

The slight changes in line sync speed as well as the router running at 6dB rather than an optimised 3dB suggests the line isnt quite happy. However convincing Openreach to look at it when its only a couple drops per day may be challenging. Your best bet is likely to call Sky during a time it usually drops or right after its dropped.

Re: Recent frequent disconnects

AndyStubbs — Thu, 04 Apr 2024 13:03:57 GMT

My line has always had a target of 6db and not 3 - possibly as its an ex Be Unlimited Pro supplied line.
Anyway another drop out and speed reduction...

Re: Recent frequent disconnects

AndyStubbs — Fri, 05 Apr 2024 14:16:35 GMT

And again today - slowest speeds yet....

Re: Recent frequent disconnects

AndyStubbs — Fri, 05 Apr 2024 15:08:03 GMT

and again - this is getting ridiculous...

Re: Recent frequent disconnects

AndyStubbs — Fri, 05 Apr 2024 15:11:17 GMT

and yet again...

Ignore I posted the wrong screen shot of the stats on this one because it dropped again as I was posting...

Re: Recent frequent disconnects

AndyStubbs — Fri, 05 Apr 2024 15:09:34 GMT

And again - 3 in row now...