topic Re: Internet Keeps Dropping in Broadband

Internet Keeps Dropping

MichaelDavison — Sat, 21 Sep 2024 20:22:03 GMT

Full fibre, Sky Glass customer. Internet connection dropped daily for around 3 months. Turn off and back on at the wall, would reconnect. Seemingly got better and no issues for a number of weeks. This week it's gone back to dropping out daily. Today it's dropped 4 times alone.

wi fi is also very poor in the upstairs of the house.

router stats attached. What can I do?

Re: Internet Keeps Dropping

Chrisee — Sun, 22 Sep 2024 08:03:39 GMT

@MichaelDavison unfortunately the stats dont tell us lot as you restarted the hub a few minutes before taking them. What happens to the LEDs on the hub when you lose connection - this trouble shooter can help pin down the issue https://www.sky.com/help/articles/hub-lights-explained-start

Also check the lights on your ONT unit red indicates a line issue green normally is good.

Re: Internet Keeps Dropping

MichaelDavison — Sun, 22 Sep 2024 09:25:51 GMT

Hiya.

thanks for replying. It's dropped already again this morning. If it stays on long enough, I'll give it a few hours and the repost the stats.

I'm terms of lights. The internet and voice lights both change to Orange. Power and wifi lights green. I switch off at the wall for a minute to reset.

its becoming very frustrating. We have Sky glass so TV goes off each time, not to mention the issues it will cause during the working week.

my concern is if I phone Sky they'll talk me through all of the usual troubleshooting, but i think there must be a bigger issue, as it happens so often.

Re: Internet Keeps Dropping

MichaelDavison — Sun, 22 Sep 2024 10:57:46 GMT

so now all lights are green apart from Voice (glass tv gone off, says "technical fault). However cannot browse via WiFi. Using 4G.

yet broadband checker says ok, and allows me to run these stats.

any idea what the issue is?

Re: Internet Keeps Dropping

MichaelDavison — Sun, 22 Sep 2024 12:41:14 GMT

Have once again actioned all of the troubleshooting. It eventually goes to a section to 'restart hub'. It does this, then goes back to the start (without the issue being resolved). Literally going around in circles.

Called Sky, took 5 minutes to get through all of the options on their call platform. Waited for 53 minutes to get through, the handler immediately ended the call. Brilliant 👍🏼