topic Re: Internet keeps dropping, all tests say everything’s ok in Broadband

Internet keeps dropping, all tests say everything’s ok

Stormy2019 — Tue, 18 Jun 2024 08:01:04 GMT

Hi, my internet connection keeps dropping out completely or has a flashing orange light. I've ran all the tests through the website and it says there's no issue.
I've also checked all the wires and connections which appear to be fine.
I need this for my job so I really need to get this fixed as a matter of urgency?

Re: Internet keeps dropping, all tests say everything’s ok

Highlinder — Tue, 18 Jun 2024 08:03:41 GMT

@Stormy2019 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: Internet keeps dropping, all tests say everything’s ok

Stormy2019 — Tue, 18 Jun 2024 08:13:38 GMT

It won't let me as it's saying I'm not connected to the internet?

Re: Internet keeps dropping, all tests say everything’s ok

Highlinder — Tue, 18 Jun 2024 08:19:45 GMT

@Stormy2019 Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

Re: Internet keeps dropping, all tests say everything’s ok

Stormy2019 — Tue, 18 Jun 2024 08:27:11 GMT

I've ran all the tests and it says everything is ok but the middle light on the hub is just constantly flashing orange and and I have no internet.
I've tried turning everything off, I've checked all the connections and wires and everything seems fine but it won't connect

Re: Internet keeps dropping, all tests say everything’s ok

Ian283 — Tue, 18 Jun 2024 08:32:45 GMT

Hi, having same problem here. MySky app says everything is fine but internet keeps stopping and I get two orange lights on router. Everything checked my end and even had openreach out who replaced some equipment in the cabinets and all seemed fine. Then it started happening again. But because the mysky app says all is ok I can't book an engineer. So frustrating as we have glass tv and keeps stopping in the evening. No one seems to want to help. Maybe time has come to cut ties with sky altogether TV/mobile/phone and broadband. Maybe someone else can do better??

Re: Internet keeps dropping, all tests say everything’s ok

Stormy2019 — Tue, 18 Jun 2024 08:34:53 GMT

I am getting a bit sick of this happening especially as I need it for work.
I don't know how I'm meant to get an engineer out but I pay an exorbitant amount every month to sky so they should at the very least provide the services that I'm paying for 😕

Re: Internet keeps dropping, all tests say everything’s ok

Ian283 — Tue, 18 Jun 2024 11:26:36 GMT

Yes they don't even provide a dedicated broadband help line that is easy to access. It's really poor customer service.

Re: Internet keeps dropping, all tests say everything’s ok

Customer-Ian — Tue, 18 Jun 2024 11:40:42 GMT

I have the same issue and have since approx 10:30 am this morning

Re: Internet keeps dropping, all tests say everything’s ok

SlothyD1 — Tue, 18 Jun 2024 11:51:23 GMT

Getting the same issue since around Saturday 14/06. Even though the WiFi checker accepts that we don't have a stable connection there seems to be no means to contact an engineer. Anyone had any luck? Interestingly, average speeds have increased a lot since Saturday (from around 58 to around 69). If only it was consistently connected!

Re: Internet keeps dropping, all tests say everything’s ok

Ian283 — Tue, 18 Jun 2024 12:32:27 GMT

Ours has been happening for months. Openreach been out twice now and have admittedly fixed issues in the cabinets which have increased our speeds when it is working. But couple weeks after each visit it started again almost as if the fix was temporary. But MySky app says all ok and speed fine even though it drops from 70 to 28 mbps and won't book an engineer like last time. Crazy