topic Re: Multiple Broadband Connection Dropouts per day - ongoing issue in Broadband

Multiple Broadband Connection Dropouts per day - ongoing issue

Bgs28 — Tue, 22 Oct 2024 11:01:54 GMT

We joined Sky a couple of months ago.

As per title, we are and have been experiencing multiple dropouts per day for both wired and wireless devices.

Sky kindly replaced the router shortly after we signed up but this did not resolve the issue.

A month or so later this is still the same.

We made a complaint to Sky and they did communicate with us but they did not do anything to resolve the issue.

I asked them to monitor the connection (by looking at the logs) and resolve if there are still dropouts.

Not a good experience so far.

Would be very grateful if anyone has an email address to contact them

Thanks

Re: Multiple Broadband Connection Dropouts per day - ongoing issue

Highlinder — Tue, 22 Oct 2024 11:26:10 GMT

@Bgs28 Sky do not do coms via email. If you want to talk to Sky about your issues you would need to call them.

But if you would like the community to take a look and give you more information to help you. Firstly could you tell us if you have a black or white router from Sky?

Re: Multiple Broadband Connection Dropouts per day - ongoing issue

Sofawarrior — Tue, 22 Oct 2024 12:04:42 GMT

I am getting multiple drop outs daily makes it impossible to work, I run the test service and it always comes back ok , taken to running my laptop off my phone data as it's more reliable

Re: Multiple Broadband Connection Dropouts per day - ongoing issue

Bgs28 — Tue, 22 Oct 2024 13:19:13 GMT

@Highlinder I am grateful for your reply.

We have a black router, model is an SR203.

Wifi and Ethernet drops out, we dont use the phone so dont have any info to supply on how reliable it is.

A couple of minutes later everything is back online (until the next event)

Thank you

Re: Multiple Broadband Connection Dropouts per day - ongoing issue

Bgs28 — Tue, 22 Oct 2024 13:21:45 GMT

Thanks for this information. ..pretty much identical to what we are seeing.

I think we would be ok if they moved us on to an adjacent line card circuit.

Thank you

Re: Multiple Broadband Connection Dropouts per day - ongoing issue

Highlinder — Tue, 22 Oct 2024 13:37:35 GMT

@Bgs28 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101474

Re: Multiple Broadband Connection Dropouts per day - ongoing issue

Highlinder — Tue, 22 Oct 2024 13:38:11 GMT

@Sofawarrior Same question black or white router from Sky?

Re: Multiple Broadband Connection Dropouts per day - ongoing issue

Sofawarrior — Tue, 22 Oct 2024 14:36:28 GMT

Black router

Re: Multiple Broadband Connection Dropouts per day - ongoing issue

Sofawarrior — Tue, 22 Oct 2024 14:38:10 GMT

Re: Multiple Broadband Connection Dropouts per day - ongoing issue

Bgs28 — Tue, 22 Oct 2024 17:52:06 GMT

Thanks again. Here you go. ..