topic Re: Signal drop/Connection lost in Broadband

Signal drop/Connection lost

asaleem89 — Tue, 04 Jun 2024 12:25:15 GMT

Everytime I'm in an online meeting, my call keeps freezing and sometimes Internet gets disconnected. That has been happening for a week now and it is really annoying.

Re: Signal drop/Connection lost

jamesn123 — Tue, 04 Jun 2024 12:29:22 GMT

Hi @asaleem89 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: Signal drop/Connection lost

asaleem89 — Tue, 04 Jun 2024 12:54:30 GMT

Re: Signal drop/Connection lost

jamesn123 — Tue, 04 Jun 2024 13:48:39 GMT

@asaleem89

It does look like your WAN is dropping which would cause dropping calls.

Have you tried running the line test in the My Sky app when it actually happens?

Re: Signal drop/Connection lost

asaleem89 — Tue, 04 Jun 2024 14:19:38 GMT

I tried running the test in My SKY app while it was happening, it took longer than usual to perform the test but eventually it showed that the connection is good. I tried this on multiple instances but got same result.

Re: Signal drop/Connection lost

jamesn123 — Tue, 04 Jun 2024 14:25:25 GMT

@asaleem89

I've escalated your post to Sky, look out for a message on the forum

Re: Signal drop/Connection lost

Tom-W19 — Tue, 04 Jun 2024 14:34:30 GMT

Thanks for escalating. We've sent an invite to @asaleem89.