topic Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm. in Broadband

My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Char36 — Tue, 07 May 2024 16:03:24 GMT

Hey everyone

I have sky fibre broadband. Over the last few weeks between 4:30 and 6pm, it intermittently drops in and out.

When I run the broadband checker it says it all good. I usually have to switch everything off, clear cache and reset to get it to work or leave it until after 6 and it might fix itself.

I work from home some days and this is a pain.

Sky is really difficult to get in contact with.

Any ideas?

Thanks in advance

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Highlinder — Tue, 07 May 2024 16:12:51 GMT

@Char36 Do any of the lights on the router change when this is happening on the router?

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Char36 — Tue, 07 May 2024 16:56:28 GMT

Hi @Highlinder

The lights all remain on and static , there is no change on the box.

Thanks 😁

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Highlinder — Tue, 07 May 2024 18:23:18 GMT

@Char36 Do you have a PC or laptop that can be connected via ethernet when this is either happpening or just after it ends to take a screenshot of the router stats?

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Char36 — Tue, 07 May 2024 20:46:00 GMT

Hi @Highlinder

What do you mean by router stats?

Is that where a run a broadband test?

I did attach an ethernet to my TV but it didn't help (just in case that means anything).

Sorry, I'm not a techie but appreciate the help.

Thanks

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Mrs-Evans — Tue, 07 May 2024 20:59:09 GMT

I am experiencing exactly the same thing. Except the time frames are different times. It's been happening for the last 2 hrs and I've been having this problem for about 3 weeks now. I do all the checks that's been offered here as answers and they're the same. No lights acting up. Test says there is no problem. Its completely frustrating as I too need Internet access 24 hrs. I'm sorry I can't answer it for you but wanted you to know you're not the only one it's happening to me too.

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Highlinder — Tue, 07 May 2024 20:59:31 GMT

@Char36 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101474

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Char36 — Tue, 07 May 2024 21:07:50 GMT

Thanks for commenting @Mrs-Evans , I'm sorry you are experiencing the same.

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Char36 — Tue, 07 May 2024 21:09:02 GMT

Thanks @Highlinder , I will do this tomorrow or Thursday as I may not be in both days.

Really appreciate the help

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Mrs-Evans — Tue, 07 May 2024 21:17:20 GMT

@HighlinderI've just followed your instructions and I'm trying to paste the stats but having difficulty doing so. I'll try again.

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Highlinder — Tue, 07 May 2024 21:22:53 GMT

@Mrs-Evans Might be easier to take a screenshot and this will not force the community website to try delete anything.

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Mrs-Evans — Tue, 07 May 2024 21:26:06 GMT

@Highlinder I've taken a screenshot but how do I get it on to this thread. There's no upload button?

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Highlinder — Tue, 07 May 2024 21:36:52 GMT

@Mrs-Evans You will see in the message window above the text box some icons you are looking for the one that looks like a camera, click on it and navigate to the image and you can send it then.

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Mrs-Evans — Tue, 07 May 2024 21:54:35 GMT

I'm grateful for your help but I have no icons above the text box or on the page. Just the ability to message here. I could paste other things here but not the stats, it's got diagonal lines through it like a watermark @Highlinder

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Highlinder — Tue, 07 May 2024 22:05:01 GMT

@Mrs-Evansdo you have 3 lines that look like a hamburger?

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Mrs-Evans — Tue, 07 May 2024 22:32:13 GMT

@Highlinder it's allowed me icons now

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Chrisee — Wed, 08 May 2024 06:41:42 GMT

@Mrs-Evans the stats show that your connection to the cabinet has not dropped in the last 93 hours or just short of 4 days. The line is not performing that well as the noise margin is high at 9dB which indicates the system is having to deal with a lot of noise and is limiting your download speed to 35Mb/s but unless thar is lower than the guaranteed speed it is unlikely Openreach would do anything and even then they often decline to much.

You have quite a long line to the cabinet and with the recent very wet weather there are loads of similar reports as copper cables carrying high frequency signals dont work that well when soaking wet especially if your line runs overhead on poles near trees etc.

These problems will be largely solved when Openreach switch your line to full fibre but until that time this type of issue is largely unavoidable.

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Highlinder — Wed, 08 May 2024 07:06:08 GMT

@Mrs-Evans Looking at your router stats there has been no drops on the connection for 92 1/2 hours What exactly happens when the issue shows itself?

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Char36 — Wed, 08 May 2024 17:06:31 GMT

Hi @Highlinder

I'm trying to upload my stats now.

I can't find the camera or three dots🤦🏻‍♀️

It does say that it has been up for 232 hours I think which can't be right.

I will keep trying to upload

Re: My broadband seems to intermittently freeze every day between 4:30 and 6pm.

Char36 — Wed, 08 May 2024 17:07:48 GMT