topic Re: Internet connection drop-outs in Broadband

Internet connection drop-outs

Steers79 — Tue, 30 Jul 2024 10:04:32 GMT

Back again

Every day our Internet connection drops/resets at least twice per day.

An engineer visited previously and fixed what they said was an internal cable issue but it still hasn't rectified the problem.

We have done all.of the checks and reset the router multiple times. This is a connection to the Internet problem, the WiFi is fine and still connects to devices.

I would suspect a remote engineer would be able to view the connection logs and diagnose the issue?? Exchange problem? software? So frustrating that this has persisted for over 14 months.

Please help

Re: Internet connection drop-outs

Chrisee — Tue, 30 Jul 2024 10:28:09 GMT

@Steers79 sounds like there is an intermittent line fault like a burst of noise assuming uour connection is over a copper line. These can be extremly difficult to find the cause and on occasions eben where the cause is known impossible to solve. Changing the internal cabelling is a comon first step where this type of fault is suspected.

While you can fun the full connection test in the My Sky app it is unlikely to offer to book an engineer as 2 line drops per day is well within Openreach's tolerance level. You can call Sky to see what they say but they cannot order Openreach to check a line unless it meets their fault standard. If you pist your hub's stats if you have a black hub firum members maybe ablectonadvise further.see Find your Sky Broadband router statistics

Re: Internet connection drop-outs

Steers79 — Tue, 13 Aug 2024 08:10:34 GMT

This problem is gradually getting worse:

Router Statistics

System Up Time: 35:49:44

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 152911 234138 0 0 0 00:12:53 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 2078850 617918 0 0 0 35:47:51 WLAN (5 GHz) Up 59610143 35029600 0 2 2 35:47:51

Broadband Link Downstream Upstream Connection Speed 79999 kbps 19999 kbps Line Attenuation D1(11.8 dB) , D2(34.1 dB) , D3(42.5 dB) U0(5.9 dB) , U1(26.9 dB) , U2(34.7 dB) Noise Margin 10.4 dB 15.6 dB