Hi - we are having issues

Jamie_14 — Thu, 11 Apr 2024 14:13:45 GMT

Hi, we are having issues with our Sky Superfast Broadband dropping. We have superfast broadband and also the broadband boost. When this happens, the internet light on the router turns orange (whilst WiFi and power lights remain green). Usually a connection diagnosis page appears on the web browser on my laptop or phone, and I follow the prompts to try and fix it - such as removing the Ethernet cable. This is to no avail. I also run connection tests through the Sky account website, and they come up as connected. Eventually, after 30 mins or so, the connection returns (light on router turns green). This happens about once a fortnight. Otherwise the connection is good - I am a bit confused as to why the internet randomly drops. Would this likely be a issue with the router or something else such as an area connection issue? Thanks

Re: Hi - we are having issues

Highlinder — Thu, 11 Apr 2024 14:34:36 GMT

@Jamie_14 Once every 14 days is okay, but can be a pain. Does this happen at the same time in the 14 days or does it just happen out of the blue?

When running the broadband test I would leave the connection in the fault phase and run the broadband test to see if it can pick up the fault, it can be done via the Sky app if you have it installed, rather than running it from the page that comes up from the disconnect.

topic Hi - we are having issues in Broadband

Hi - we are having issues

Re: Hi - we are having issues