topic Re: Keep losing internet connection in Broadband

Keep losing internet connection

Ickle-frog — Mon, 19 Aug 2024 09:56:00 GMT

All over the weekend and this morning, the sky Q router keeps losing internet connection (middle light goes off, then orange, them back to green) this takes about 1min. Sometimes it will not do it for an hour or so, but other times it's every 10min, I can see no pattern.

Re: Keep losing internet connection

Highlinder — Mon, 19 Aug 2024 11:53:51 GMT

@Ickle-frog Can you please run the service checker, 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: Keep losing internet connection

Ickle-frog — Mon, 19 Aug 2024 14:11:09 GMT

@Highlinder

Sadly even when the internet is down it is coming up green in the app and your link.

Re: Keep losing internet connection

Highlinder — Mon, 19 Aug 2024 14:20:06 GMT

@Ickle-frog Are you clicking on broadband to run an updated test?

Re: Keep losing internet connection

Ickle-frog — Mon, 19 Aug 2024 14:50:47 GMT

@Highlinder

Yes, I just tried again when it was out, and had a message that the test was not available - after 3 times it tells me what I should have. Then if retest (by that time the internet was back) it's all green.

Is it possible that my box is over heating, I never turn it off and it is quite warm (I did re boot it yesterday to see if it would clear any issues, but it was only powered off for 10min)

And thanks for your help

Re: Keep losing internet connection

Highlinder — Mon, 19 Aug 2024 14:56:38 GMT

@Ickle-frog 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/

Re: Keep losing internet connection

Addie15 — Mon, 19 Aug 2024 15:22:36 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Ickle-frog.

Re: Keep losing internet connection

Addie15 — Thu, 22 Aug 2024 11:19:50 GMT

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.