topic Re: Internet dropping in and out in Broadband

Internet dropping in and out

Linda43 — Sat, 27 Apr 2024 10:49:30 GMT

For the past week I've been having issues with the broadband internet and voice going amber for a few minutes at a time. It's happening constantly and nothing helps. Don't know what the issue is but I've included the stats and logs of the router:

Activity Logs:

10:30:48 DHCP lease invalid(WANoE). Connection DOWN.
10:30:51 Clear IP addresses. IP connection DOWN.
10:30:53 Voice IP Connection Down
10:30:53 [62335.343000] Line 0: xDSL link down
10:30:53 [62338.503000] Line 0: xDSL G.994 training
10:30:55 sky dhcpc client (v0.0.1) started
10:30:56 Voice Disconnected
10:31:18 [62352.503000] Line 0: VDSL G.993 started
10:31:18 [62364.503000] Line 0: VDSL G.993 channel analysis
10:31:18 [62365.055000] Line 0: VDSL2 link up, Bearer 0, us=6000, ds=49000
10:31:18 [62365.055000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
10:31:20 sky dhcpc client (v0.0.1) started
10:31:58 ptm0.1 - WAN link UP.
10:31:58 Received valid DHCP lease from server. Connection UP.

Tried using the service checker as well but that claims there's no issue.

Re: Internet dropping in and out

Mr+Flibbles+86 — Sun, 28 Apr 2024 08:15:33 GMT

Hi there @Linda43 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Internet dropping in and out

Lisa-P1987 — Tue, 30 Apr 2024 09:23:12 GMT

We are still looking to help you @Linda43 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: Internet dropping in and out

Linda43 — Tue, 30 Apr 2024 20:51:09 GMT

Hi, sorry for the late reply. When are you available for this chat, ie when should I look to be online?

Re: Internet dropping in and out

Highlinder — Tue, 30 Apr 2024 22:38:39 GMT

@Linda43 They close the chats after 48 hours of no reply. If you need it re-escalated just let the community forum know.