topic Re: Internet intermittently dropping in Broadband

Internet intermittently dropping

John+Swarbrick — Tue, 12 Nov 2024 19:40:29 GMT

Has sky gotten to the bottom of the internet connection dropping issues that I've been reading about in the multitude of other posts?

I'm also suffering the same issues for several days now, black router, intermittently drops the internet connection. When this happens, the voice light goes orange. Which is odd.

I did notice in the router logs that it states the DHCP lease has been renewed, this appears several times.

As with everyone else, when I run the sky diagnostic tools, it states everything is fine. But there is clearly an issue at the sky end.

Can anyone advise how long it will take for Sky to correct this issue?

Re: Internet intermittently dropping

John+Swarbrick — Tue, 12 Nov 2024 19:51:21 GMT

it's just happened again and I've checked the router and both the "internet" and "voice" lights are orange. Few mins later, both green again.

Re: Internet intermittently dropping

Highlinder — Wed, 13 Nov 2024 08:17:43 GMT

@John+Swarbrick 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: Internet intermittently dropping

John+Swarbrick — Wed, 13 Nov 2024 08:55:05 GMT

@Highlinderas requested, here are my stats:

Re: Internet intermittently dropping

John+Swarbrick — Wed, 13 Nov 2024 14:39:29 GMT

This was definitely a sky issue. Looking at the activity log for the router, I can see that prior to 22:10 last night (12/11) the system time was 1970-01-01. This corrected itself at 22:10.

There was then a bunch of disconnections every 10 mins or so until around 00:40 this morning (13/11) all with the same messages:

syslog: [ 9024.431000] eth3 (Int switch port: 0) (Logical Port: 0) Link DOWN. syslog: eth3.1 - WAN link DOWN. syslog: DHCP lease expired from server. Connection DOWN.

The connection came back up at 01:08 (was down for 28 mins) and has been up since. So whatever sky were doing they've stopped, or they fixed whatever was broken.

Re: Internet intermittently dropping

Rachel2414 — Wed, 13 Nov 2024 14:49:22 GMT

I've been having this. Working from home and it has cut out completely four times this afternoon, for about 30 seconds then reconnects. Very frustrating but I am told it is a known Sky issue by my colleagues, (I didn't know before I switched to them recently)

I am advised that purchasing something that plugs into the router can overcome it at a cost of about £30? Still waiting on details though