topic Re: Broadband drops out every 30 mins in Broadband

Broadband drops out every 30 mins

MerrickJ — Sat, 20 Apr 2024 12:49:48 GMT

I have ultrafast broadband. Sky router connected to Openreach. Broadband drops out and lights on router go out every 30 mins on average.

It's seriously disrupting my home working and not what I expect for what I pay Sky every month.

Re: Broadband drops out every 30 mins

cookiemonsteruk — Sat, 20 Apr 2024 12:52:29 GMT

@MerrickJ

Could you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M101474

Re: Broadband drops out every 30 mins

MerrickJ — Sat, 20 Apr 2024 12:55:16 GMT

Re: Broadband drops out every 30 mins

cookiemonsteruk — Sat, 20 Apr 2024 13:01:53 GMT

@MerrickJ

Every thing went down between 52 and 54 minutes ago . Was this you rebooting the hub .

Could you log unto the hub again and go to advanced and post the syslog

Re: Broadband drops out every 30 mins

cookiemonsteruk — Sat, 20 Apr 2024 13:04:42 GMT

@MerrickJ

Apologies go to "support" and post the syslog

Re: Broadband drops out every 30 mins

MerrickJ — Sat, 20 Apr 2024 13:07:21 GMT

Yes I rebooted (again) to try and fix it.

You'll have to help me find the syslog sorry!

Re: Broadband drops out every 30 mins

MerrickJ — Sat, 20 Apr 2024 13:09:01 GMT

Ah. Just tried that and got this error

Your message contains 01-01 00, which is not allowed or has been repeated too many times. We block information which can identify you such as account or phone numbers & email addresses. Please remove or change it before trying again.

Re: Broadband drops out every 30 mins

cookiemonsteruk — Sat, 20 Apr 2024 13:10:59 GMT

@MerrickJ

The syslog is in the "support"section of the sky hub interface not the advanced

Re: Broadband drops out every 30 mins

cookiemonsteruk — Sat, 20 Apr 2024 13:13:25 GMT

@MerrickJ

@MerrickJ wrote:

Ah. Just tried that and got this error

Your message contains 01-01 00, which is not allowed or has been repeated too many times. We block information which can identify you such as account or phone numbers & email addresses. Please remove or change it before trying again.

You may have to edit the date and time stamps out before posting

Re: Broadband drops out every 30 mins

MerrickJ — Sat, 20 Apr 2024 13:17:46 GMT

1970- 00:00:21 syslog: [ 0.215000] brcmboard registered

1970- 00:00:21 syslog: [ 19.536000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 10 mbps half duplex

1970- 00:00:21 syslog: [ 20.493000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 1000 mbps full duplex

1970- 00:00:21 syslog: [ 20.523000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 1000 mbps full duplex

1970- 00:00:21 syslog: [ 20.580000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

1970- 00:00:22 syslog: [ 21.509000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link DOWN.

1970- 00:00:22 syslog: [ 21.540000] eth1 (Ext switch port: 1) (Logical Port: 9) Link DOWN.

1970- 00:00:22 syslog: [ 21.569000] eth2 (Ext switch port: 2) (Logical Port: 10) Link DOWN.

1970- 00:00:22 syslog: [ 21.600000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.

1970- 00:00:24 syslog: [ 23.567000] eth1 (Ext switch port: 1) (Logical Port: 9) Link UP 1000 mbps full duplex

1970- 00:00:24 syslog: [ 23.605000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 10 mbps half duplex

1970- 00:00:25 syslog: [ 24.569000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 1000 mbps full duplex

1970- 00:00:25 syslog: [ 24.661000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex

1970- 00:00:53 syslog: [ 40.163000] Line 0: xDSL link down

1970- 00:00:59 syslog: [ 54.181000] Line 0: xDSL link down

1970- 00:01:03 syslog: Voice Configured

1970- 00:01:07 syslog: Voice Initialized

1970- 00:01:07 syslog: Voice Connecting

1970- 00:01:14 syslog: [ 74.181000] Line 0: xDSL link down

1970- 00:01:17 syslog: Voice Disconnected

1970- 00:01:54 syslog: sky dhcpc client (v0.0.1) started

1970- 00:02:06 syslog: sky dhcpc client (v0.0.1) started

1970- 00:02:13 syslog: eth3.1 – WAN link UP.

1970- 00:02:13 syslog: Received valid DHCP lease from server. Connection UP.

1970- 00:02:14 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D210229C023137/3C457AE2AF70/94.8.239.161/7.03.0509.R/::1]

1970- 00:02:14 syslog: Send out NTP request to ntp1.isp.sky.com

1970- 00:02:14 syslog: Time has been set from ntp1.isp.sky.com

2024- 12:01:47 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

2024- 12:01:56 syslog: WAN IPV6 UP

2024- 12:01:56 syslog: Voice IP Connection Up: 2a02:c7c:bed0:ea00::1/64

2024- 12:01:58 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D210229C023137/3C457AE2AF70/94.8.239.161/7.03.0509.R/2a02:c7c:bed0:ea00::1]

2024- 12:02:00 syslog: TR69: Connect to Production ACS

2024- 12:02:00 syslog: TR69: Connection to ACS Complete

2024- 12:02:06 syslog: Voice Configured

2024- 12:02:07 syslog: TR69: Close ACS Connection

2024- 12:02:10 syslog: Voice Initialized

2024- 12:02:10 syslog: Voice Connecting

2024- 12:02:10 syslog: Voice HARDENING

2024- 12:02:10 syslog: Voice Connected

2024- 12:02:11 syslog: Voice Disconnected

2024- 12:02:16 syslog: Voice DeInitialized

2024- 12:02:18 syslog: Voice Configured

2024- 12:02:22 syslog: Voice Initialized

2024- 12:02:22 syslog: Voice Connecting

2024- 12:02:22 syslog: Voice Connected

2024- 12:26:14 syslog: Lease renewed 3600 ip 94.8.239.161

2024- 12:31:43 syslog: WAN IPV6 UP

2024- 12:51:27 syslog: Lease renewed 3600 ip 94.8.239.161

2024- 13:01:43 syslog: WAN IPV6 UP

Re: Broadband drops out every 30 mins

MerrickJ — Sat, 20 Apr 2024 14:09:39 GMT

Does that help?

Re: Broadband drops out every 30 mins

cookiemonsteruk — Sat, 20 Apr 2024 14:28:24 GMT

@MerrickJ

'2024- 12:02:11 syslog: Voice Disconnected"

Only thing i can see after network time protocol kicks in is the voice disconnecting . This an usualy be fixed temporarily via rebooting the hub

Other than that would advise you to contact sky or we can escalate

Re: Broadband drops out every 30 mins

cookiemonsteruk — Sat, 20 Apr 2024 14:34:20 GMT

@MerrickJ

Also which ethernet port on the sky hub is the ethernet from the ont plugged into?

Re: Broadband drops out every 30 mins

MerrickJ — Sat, 20 Apr 2024 14:49:49 GMT

ont? What's that sorry?

Re: Broadband drops out every 30 mins

cookiemonsteruk — Sat, 20 Apr 2024 14:53:23 GMT

@MerrickJ

Optical network terminal

Should be etherneted to lan port 4 marked wan in red

Re: Broadband drops out every 30 mins

MerrickJ — Sat, 20 Apr 2024 15:01:00 GMT

Ah! 4, yes

Re: Broadband drops out every 30 mins

cookiemonsteruk — Sat, 20 Apr 2024 15:04:03 GMT

@MerrickJ

Thanks, so thats not the issue.

Sometimes when the phone goes down it takes the broadband with it. As i say we can escalate if you wish

Re: Broadband drops out every 30 mins

MerrickJ — Sat, 20 Apr 2024 15:35:12 GMT

That would be helpful, thanks. We don't use the phone.

Re: Broadband drops out every 30 mins

cookiemonsteruk — Sat, 20 Apr 2024 15:41:35 GMT

@MerrickJ

Please keep an eye on the forum using a chrome browser

I've escalated your post via the community chat. This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Re: Broadband drops out every 30 mins

Tom-W19 — Sat, 20 Apr 2024 16:43:52 GMT

Thanks for escalating. We've sent an invite to @MerrickJ.