topic Sky hub internet keeps dropping in Broadband

Sky hub internet keeps dropping

Vicky-Rose — Sat, 15 Jun 2024 09:48:20 GMT

Over the last few days, the internet keeps dropping out. I have 3 green lights on my hub, and then the middle light turns red to say no internet. I also have sky glass so half way through watching a programme it freezes and then I get the wheel of doom going round on the tv until the Internet re connects.

I've been on the my sky app and run tests on my broadband, but by the time the test has run through it says nothing is wrong.

it's becoming quite frustrating as it's not just once or twice a day it's more or less 4-5 times in an hour.
I haven't had any weather warnings for my area,

Re: Sky hub internet keeps dropping

mae-3 — Sat, 15 Jun 2024 11:15:32 GMT

@Vicky-Rose

If the broadband drops more than 10 times a day DLM will attempt to stabilise the broadband line, if you continue to get more than ten drops a day after a few days then you have a fault on the broadband line itself and that will need an engineer, usually, Openreach to fix the intermittent and regular line drops fault.

Recommend this is escalated to Sky to book an engineer to investigate the fault 😉

Re: Sky hub internet keeps dropping

Vicky-Rose — Sat, 15 Jun 2024 11:21:04 GMT

Thankyou @mae-3

Re: Sky hub internet keeps dropping

DanLl — Sun, 16 Jun 2024 11:23:47 GMT

Hello @Vicky-Rose

Did you manage to escalate this to Sky? And if so how. I have exactly the same issue...

Cheers!

Dan

Re: Sky hub internet keeps dropping

Maryamm — Tue, 16 Jul 2024 19:39:34 GMT

Over the last 10 days, similar things are happening. The Internet would drop, and I have to re-connect my laptop about 6-8 times a day. I have SR204 and you can tell when this happen when all the lights goes off. Then Power goes green, after a while voice turns orange, and the Internet takes 70 seconds before blinking orange - before turning green! I've started connecting to my mobile internet when having a Zoom meeting to avoid this interruption of about 90-120 seconds. below is the diagnostic and statistics.

sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic