topic Re: Issues with connection dropping and poor connection in Broadband

Issues with connection dropping and poor connection

Sarah396 — Fri, 10 Jan 2025 12:28:33 GMT

I had copper broad band at this property. I was informed that this was no longer possible and I had to sign up for fibre. My last line was split as there was poor signal in areas of the house. Now I have fibre the connection drops and the devices show no WiFi and when connected they show poor connection. I require the use of wi-fi calling as I work from home. Could you let me know how I can make a complaint about this please. I pay more per month now and the connection is worse.

Re: Issues with connection dropping and poor connection

jamesn123 — Fri, 10 Jan 2025 16:11:56 GMT

Hi @Sarah396

is the broadband light on the hub changing when you see the connection drops?

What does the line test on the My Sky app say?

Re: Issues with connection dropping and poor connection

Sarah396 — Fri, 10 Jan 2025 16:23:28 GMT

Hi James. So there are three lights on the router when this happens, although one does flicker. The test says that the connection is good!

Re: Issues with connection dropping and poor connection

jamesn123 — Fri, 10 Jan 2025 16:25:20 GMT

@Sarah396

Which light flickers? What do you mean by flickers exactly?

The lights should only have 3 states; Green= Working Orange/Red= Problem or Startup Off= Switched off or disconnected.

Re: Issues with connection dropping and poor connection

Sarah396 — Fri, 10 Jan 2025 16:29:41 GMT

Sorry - I am not very good an things like this. I think I was looking at the wrong box (attached to the wall). The other box has one light - which is currently white. Thanks for your help.

Re: Issues with connection dropping and poor connection

jamesn123 — Fri, 10 Jan 2025 16:32:42 GMT

@Sarah396

Ah yes okay. The Openreach box on the wall is normal to have flashing lights, this shows there is network activity.

On your white Sky Max hub does the light stay white even when you are having the issue or does it change colour/ go off?

Re: Issues with connection dropping and poor connection

Sarah396 — Fri, 10 Jan 2025 16:35:33 GMT

Thanks for clarifying - on the hub the light is staying white at the moment however, it's not gone completely off at the moment - I hadn't thought of checking when it does but I can do this. Thanks

Re: Issues with connection dropping and poor connection

jamesn123 — Fri, 10 Jan 2025 16:37:17 GMT

@Sarah396

That would be the best thing to do. If you wait for the issue to occur again and check the lights on the hub you'll know if the issue is either the broadband line itself or just the local WiFi.

Re: Issues with connection dropping and poor connection

Sarah396 — Fri, 10 Jan 2025 16:42:17 GMT

OK I will do this, thank you very much for your help.