topic Re: Tv and Internet connection down several times a month in Broadband

Tv and Internet connection down several times a month

Mark24p — Tue, 30 Jul 2024 19:56:40 GMT

New to Sky (6months) with sky internet and tv (with pick) . We are getting breaks in TV connection at least once a week !! ("wait etc" .... tech is try later), sometimes with internet break, sometimes not.

Usual fix is to reboot router and puck - which takes ages to reconnect.

I suspect the Sky troubleshooter is **bleep** as always says 'OK' when checked even when internet is clearly down and connecting via 4g or next doors BT WiFi.

But who to complain to ?

ps previous Virgin only needed a reboot about once a year - vs Sky at least once a week.
(and yes am technically astute)

Re: Tv and Internet connection down several times a month

MarkGoldsmith — Tue, 30 Jul 2024 20:16:41 GMT

Is it only the TV losing the internet connection or is your broadband constantly going down?

Re: Tv and Internet connection down several times a month

Mark24p — Tue, 30 Jul 2024 20:23:20 GMT

Sometimes just TV, sometimes both TV and Internet (BT fibre network, Poole, Dorset)

And its a 'Puck' not a pick . my typo 😉

Re: Tv and Internet connection down several times a month

Mark24p — Tue, 30 Jul 2024 20:26:02 GMT

PS2 we have Sky Broadband via BT openreach .

Re: Tv and Internet connection down several times a month

MarkGoldsmith — Tue, 30 Jul 2024 20:30:08 GMT

In that case might be worth putting a post on the broadband section of this forum to cover the broadband issue, so that this thread can hopefully provide guidance to prevent those period were only the puck is losing its internet connection.

One thing to check in the puck's settings is that Networked Standby Mode is set to ON and it's usually advisable to turn Overnight Power Saving mode OFF as well. Sometimes when the puck has been in standby for a while it can take a while for the network connection to re-establish so ensuring those 2 settings are set should prevent the puck from disconnecting from the network when it's in standby.

Re: Tv and Internet connection down several times a month

Mark24p — Tue, 30 Jul 2024 20:38:52 GMT

Thanks 👍 and yes got those settings already. Looking thro' other posts a new puck might help the TV issues - but then would look to fix the Broadband.

I'm on a new 18month contract (to june 25) .. I wonder if all these issues mean I could ask to end contract early and go back to Virgin Broadband and/or a Freeview recorder (dont need to pay extra to fast forward adverts). 👣

Re: Tv and Internet connection down several times a month

GD1 — Tue, 30 Jul 2024 20:57:40 GMT

@Mark24p Please can you post your router stats so the forum can advise on any issues. This link explains how to do that https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#

Your thread has been moved to the broadband forum so no need to create a new one.

Your other post tagged on the end of a Sky Q post has been removed as Sky Q & Stream are 2 different sysrems entirely and your issue won;t be related to Sky Q.

Re: Tv and Internet connection down several times a month

Mark24p — Tue, 30 Jul 2024 20:59:58 GMT

Here are the stat's .. just since last reboot about 1 .5 hours ago.

Odd thing is sometimes its just the sky PUCK that looses connection, sometimes its both sky puck and Sky broadband - just fed up with rebooting so often.

Re: Tv and Internet connection down several times a month

GD1 — Tue, 30 Jul 2024 21:03:10 GMT

@Mark24p You'll need to post new stats in 24 hours as you recently rebooted you hub so we can't see if the hub or line has been dropping as you say.

Re: Tv and Internet connection down several times a month

Mark24p — Fri, 09 Aug 2024 09:56:21 GMT

Yeh will do - but what a pia (as others have noted) - never had such hassle with virgin - cant wait to be out of contract.

Re: Tv and Internet connection down several times a month

Mark24p — Wed, 28 Aug 2024 11:28:34 GMT

OK - so how long after an outage are the diagnostic stats visible when viewing on http://192.168.0.1/sky_logs.html ??

We were away at the w/e and had multiple broadband outages (which means no security cameras etc etc) .. getting a neighbour to reset (on/off) router etc several times is not an option.

Attached pic shows logs / txt file (and .txt file HERE)

🙏Any suggestions on how to make broadband reliable ??? especially important for when away from home 🙏 (and when running sky internet checker -says "all OK" which is clearly wrong 🤣 )

Re: Tv and Internet connection down several times a month

Mark24p — Fri, 30 Aug 2024 09:16:23 GMT

Another day another outage - If anyone can expalin what going wrong and how to fix it - apreciated

Another day, and yet another broadband outage

Mark24p — Fri, 30 Aug 2024 09:21:11 GMT

Here is the log from 4 days ago, with blow by blow actions - if anyone can offer suggestions - mucho appreciated (sky almost useless - on infinity call and help loop s 🙂 ) and below it, log from today from today ..

Re: Another day, and yet another broadband outage

Mark24p — Fri, 30 Aug 2024 09:24:03 GMT

oops last picture not scolled dow - now it is