topic Re: Intermittent Connection, Specific apps and search engines/links do not work in Broadband

intermittent internet connection

ANNA-ERNSTING — Thu, 18 Apr 2024 12:41:33 GMT

Initially wireless internet appears to be working but when try and click on subsequent links they will not load.

Messages will not fully download, photos will not show. and account switch fails.

Sky Check initially says problem identified with wireless but then checks say all is in order.

Tried switching devices and router off and re starting but still an issue for 36 hours now.

Re: intermittent internet connection

jamesn123 — Thu, 18 Apr 2024 12:57:35 GMT

Hi @ANNA-ERNSTING Please post your router stats
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717/jump-to/first-unread-message

Re: intermittent internet connection

ANNA-ERNSTING — Thu, 18 Apr 2024 14:20:39 GMT

Broadband Connected

Wireless Enabled

Wireless Network Name (SSID) SKYD517D

Wireless Network Visible Yes

Current Wireless Channel 1 (2.4 GHz), 36 (5 GHz)

Wireless Encryption WPA2-PSK

Devices connected to your home network

Device Name MAC Address

(removed)

Hope this is correct; I didn't need to enter username/password.

Thank you

Moderator note: Removed personal/identifiable details

Re: intermittent internet connection

ANNA-ERNSTING — Thu, 18 Apr 2024 13:58:52 GMT

Sorry, this is the information I think you need!

Thank you

Router Statistics

System Up Time: 13:43:41

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 4203074 6608545 0 15395 10379 13:41:47 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 310111 191945 3 1825 1103 13:41:31 WLAN (5 GHz) Up 6671945 4204470 0 420694 41854 13:41:26

Broadband Link Downstream Upstream Connection Speed (Kbps) 32400 7197 Line Attenuation (dB) DS1:21.9 DS2:61.9 DS3:89.4 US0:7.6 US1:47.6 US2:0.0 Noise Margin (dB) DS1:8.2 DS2:8.0 DS3:0.0 US0:6.1 US1:6.2 US2:0.0

Re: intermittent internet connection

jamesn123 — Thu, 18 Apr 2024 15:35:17 GMT

@ANNA-ERNSTING

Your line is showing a minor fault which should be looked at however this should not stop you from loading pages.

Have you tried holding the reset button the rear of the hub for 30 seconds to fully reset it then connecting 1 device at a time to see if it works then?

Also is your Sky Shield disabled?

Re: intermittent internet connection

ANNA-ERNSTING — Thu, 18 Apr 2024 16:56:18 GMT

Thank you. I have tried the reset but only for 10 secs. Will look into Sky shield. Should it be on or off?

loading is worse on my phone than the laptop

Re: Intermittent Connection, Specific apps and search engines/links do not work

skybroadbanduse — Thu, 18 Apr 2024 17:59:31 GMT

@jamesn123 Router Statistics

System Up Time: 927:12:12

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 118715622 428710036 0 63182 2107290 927:10:06 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 36608038 5856438 0 757 0 927:10:22 WLAN (5 GHz) Up 400914704 111961095 0 0 0 927:10:19

Broadband Link Downstream Upstream Connection Speed 79999 kbps 19999 kbps Line Attenuation D1(14.1 dB) , D2(30.4 dB) , D3(43.8 dB) U0(5.0 dB) , U1(23.5 dB) , U2(34.4 dB) Noise Margin 6.9 dB

Re: intermittent internet connection

ANNA-ERNSTING — Thu, 18 Apr 2024 18:59:46 GMT

Thank you so much for your help James. I think the problem may have been the settings in my Sky Shield

Re: intermittent internet connection

Kerry779 — Thu, 18 Apr 2024 19:06:10 GMT

I’ve been having this same issue all day! My internet keeps dropping out and then my sky app is saying my connection is good. So frustrating!

Re: intermittent internet connection

DC13 — Thu, 18 Apr 2024 19:48:48 GMT

cant connect in Ealing area