topic Re: Intermittent WiFi fail in Broadband

Intermittent WiFi fail

Arnau — Tue, 12 Nov 2024 13:41:09 GMT

Hi there,

Since last week or so I am having intermittent connection drops, despite the router being in the same place. When I run a test on sky website, it says that it is all fine, despite not being. I have checked numerous threads and seen a suggestion to share the router stats, see if someone could help, so there you go.

Hopefully someone can help.
Thanks,

Arnau

Re: Intermittent WiFi fail

Highlinder — Tue, 12 Nov 2024 15:26:53 GMT

@Arnau Looking at the router stats they are showing an uptime of nearly 1 day. Have you had drops yesterday on your devices?

Re: Intermittent WiFi fail

Arnau — Tue, 12 Nov 2024 15:48:33 GMT

Hi @Highlinder,

Thanks for your response. I've been having an average 5-7 drops a day for the last week or so. Before then it was almost perfect, hardly remembered I had a WiFi, which tends to be a good sign.

Unsure on what the readings mean, so... Happy if you could help further.

BW,

Re: Intermittent WiFi fail

Highlinder — Tue, 12 Nov 2024 16:19:10 GMT

@Arnau That is what I was asking. You have had no drops in 24 hours going by the router stats. Did you have any drops in that time period?

Re: Intermittent WiFi fail

Arnau — Tue, 12 Nov 2024 16:29:10 GMT

Gotcha, this morning has been particularly bad, with a handful of drops, hence why I started the thread. Unsure on how to go about it.

Thanks for getting back to me though @Highlinder

Re: Intermittent WiFi fail

Highlinder — Tue, 12 Nov 2024 16:32:40 GMT

@Arnau What devices are dropping out and how are they connected to your router?

Re: Intermittent WiFi fail

Arnau — Tue, 12 Nov 2024 16:43:11 GMT

@Highlinder, Laptops, both, windows and mac, very noticeable while WFH. they are both WiFi, mainly connected to Sky router, on occasion via an extender.

Re: Intermittent WiFi fail

Highlinder — Tue, 12 Nov 2024 16:44:28 GMT

@Arnau Are these devices in the same room or far from the router?

Re: Intermittent WiFi fail

Arnau — Tue, 12 Nov 2024 16:50:44 GMT

@Highlinder laptops are in the same room or one that's adjacent to. We had no trouble since we got Sky in April, first time was last week and haven't got better since.

Set up:

Living room:

- Router

- Windows or Mac laptop

Office room:

- WiFi extender (although can connect to router but has slow speeds)

- Windows or Mac laptop

Drops experienced on Sky router (therefore of course in extender)

Re: Intermittent WiFi fail

Highlinder — Tue, 12 Nov 2024 17:16:28 GMT

@Arnau Have you tried it without the extender being connected and just being in the same room so that you can discount that the extender is causing the issues you are having?

Re: Intermittent WiFi fail

sirxnad — Tue, 12 Nov 2024 17:47:36 GMT

I am experiencing the same problem today.

White Sky Router. been a customer since two months.

Devices that are impacted range from TV, tablet, to laptop and phones. All devices show no connection for a minute or two, then appear back online.

This has been going on intermittently throughout the day. About 15 times in the past 8 hours. Surely there is a problem with SKY when so many people are reporting it on the forums.

Question is whether the issue is regional. Only can find out I guess by calling SKY customer service.

I cannot access the logs as my account has been locked out because of 3 wrong attempts. Will try to get in as per the instructions that were shared earlier. Going to call SKY customer service. need a resolution ASAP

Re: Intermittent WiFi fail

TimmyBGood — Tue, 12 Nov 2024 18:01:20 GMT

@sirxnad wrote:

Surely there is a problem with SKY when so many people are reporting it on the forums.

Sky supplies around six million UK addresses with broadband: at any point in time it's inevitable that a percentage of households have problems, and even a small percentage of that many households is a pretty big number.

Re: Intermittent WiFi fail

sirxnad — Tue, 12 Nov 2024 19:18:07 GMT

Your response is not helpful at all. You are stating the obvious

Re: Intermittent WiFi fail

Arnau — Tue, 12 Nov 2024 20:14:23 GMT

@Highlinder I will try to see what happens, it's been perfectly fine with the extender from the get-go, which is since April, but hey, sometimes to fix a problem I just restart my laptop, so who knows.

Thank you,
a

Re: Intermittent WiFi fail

Arnau — Tue, 12 Nov 2024 22:05:29 GMT

@Highlinder unfortunately didn't seem to solve it. Everything was fine until randomly it wasn't, then it became a shocking evening / night...

I know that the below doesn't mean much to people, but i've been getting these results the last 30 mins at least.

Re: Intermittent WiFi fail

Highlinder — Wed, 13 Nov 2024 07:58:52 GMT

@Arnau Did any of the lights change on the router during this period of time?

Re: Intermittent WiFi fail

Ian+B+82 — Wed, 13 Nov 2024 08:05:30 GMT

Mine is doing the same. Sometimes solid orange light, sometimes flashing orange light, sometimes green light and working.

Worse in morning and evening and stable in middle of the day

Any tips ?

Re: Intermittent WiFi fail

Highlinder — Wed, 13 Nov 2024 08:07:00 GMT

@Ian+B+82 You are better starting your own thread, rather than posting in threads that have been answered or is not the same subject. If you would like help follow the directions below.

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: Intermittent WiFi fail

Arnau — Wed, 13 Nov 2024 08:13:16 GMT

@Highlinder no they were all on and green

Re: Intermittent WiFi fail

Highlinder — Wed, 13 Nov 2024 08:15:33 GMT

@Arnau Was that speed test done on a Wi-Fi or hardwired device?