topic Internet keeps dropping every 2-3 mins in Broadband

Internet keeps dropping every 2-3 mins

Hs1992 — Sun, 11 Aug 2024 17:43:36 GMT

Hi guys Internet keeps dropping every 2-3 mins. I see a lot of people are facing that problem today in this forum. What's going on? I restart the router, sometimes it works, then it stops again in 5 mins and the internet light goes amber. And repeat. This happened a few weeks ago as well. Not sure what's going on with Sky. Also the service checker as always can't seem to find any problem. Any ideas what to do?

Re: Internet keeps dropping every 2-3 mins

Elle19 — Sun, 11 Aug 2024 18:37:35 GMT

Same happening to us today.

Re: Internet keeps dropping every 2-3 mins

Highlinder — Sun, 11 Aug 2024 18:46:20 GMT

@Hs1992 & @Elle19 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.

After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

Re: Internet keeps dropping every 2-3 mins

Navmann — Sun, 11 Aug 2024 19:09:04 GMT

Happening same as well need a solution please

Re: Internet keeps dropping every 2-3 mins

Highlinder — Sun, 11 Aug 2024 20:00:18 GMT

@Navmann Follow the directions I posted above.

Re: Internet keeps dropping every 2-3 mins

Hs1992 — Sun, 11 Aug 2024 21:05:29 GMT

Already did everything you mentioned. Ran the service checker atleast 10 times. Keeps popping up green.

Re: Internet keeps dropping every 2-3 mins

Montellcollinss — Sun, 11 Aug 2024 21:19:00 GMT

Same thing keeps happening with my WiFi works for abit and then keeps dropping off

Re: Internet keeps dropping every 2-3 mins

Justin27 — Sun, 11 Aug 2024 21:27:49 GMT

This is what I’m facing now and I need to restart my router every now and then. Very frustrating

Re: Internet keeps dropping every 2-3 mins

Highlinder — Mon, 12 Aug 2024 07:02:39 GMT

@Hs1992 Did you follow up by clicking on broasdband or just to the service checker screen?

Re: Internet keeps dropping every 2-3 mins

Elle19 — Sun, 18 Aug 2024 12:21:18 GMT

The problem is, it only connects to check the service when it is connected and working fine. When the service drops out it cannot connect to check the service so just sits spinning.

Every check comes back green because it won't check when it's not working 🤷‍♀️

Re: Internet keeps dropping every 2-3 mins

Highlinder — Sun, 18 Aug 2024 16:58:15 GMT

@Elle19 That check should work on mobile data or you would never find a fault otherwise.

Re: Internet keeps dropping every 2-3 mins

Elle19 — Sun, 18 Aug 2024 17:20:52 GMT

But that's the point, it doesn't work. It just hangs and shows a spinning icon until the point connection is restored then it says it's fine. The only response other than that is literally 'we cannot connect right now, try again later' which is ridiculous because it doesn't let you log that fault!

Re: Internet keeps dropping every 2-3 mins

Highlinder — Sun, 18 Aug 2024 17:43:31 GMT

@Elle19 Is this during the service check or is this when you click on the broadband button?

Re: Internet keeps dropping every 2-3 mins

Elle19 — Sun, 18 Aug 2024 18:09:53 GMT

During the check. I sign in, go to check services, check broadband and it either hangs until it reconnects or says try later. Never actually admits there is a problem when it cannot connect! When there is obviously a problem or it would connect straight away.

I give up. Would leave immediately but this is stopping me proving there is a service issue so I will have to pay hundreds to get out of the contract.

I work from home sometimes and it is causing issues with work.

Re: Internet keeps dropping every 2-3 mins

Highlinder — Mon, 19 Aug 2024 11:38:20 GMT

@Elle19 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/