topic Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to " in Broadband

Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "flip".

trickster1966 — Wed, 05 Feb 2025 14:10:02 GMT

Am having issues when working from home, since around Xmas my Horizon telephony software (work software) is disconnecting multiple times a day. Sometimes cutting me off during a call or during to take one.

Gamma tell us the issues is with ISP causing the issues you experience, calls cutting out and being put into an "out" state. The broadband connection is dropping out and reconnecting on a different port .

Suggestion is to pass the log to Sky technical and explain that Gamma logs show the Sky connection disconnecting and reconnecting causing the ports to "flip". NUIT wont be able to deal with sky (they wont deal with anyone else buy their own customer). Sky need to investigate this.

Updating drivers wont help the router keep a stable connection to the network as the logs show the issue lies on the WAN side of the connection, not the LAN. Its been touted that other sky customers have reported the same issues, maybe a firmware update on the sky router could resolve the issues.?

In conclusion - the issue is on the WAN side, the connection between router and sky. That's why the ports are flipping, if the connection stayed stable, the ports being used by the horizon client would stay connected. The constant port flipping indicated on the Gamma logs demonstrates the WAN connection to be unstable. I really need help to resolve this issue ASAP please...

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "fl...

Addie15 — Thu, 06 Feb 2025 10:40:07 GMT

Hi there, @trickster1966. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

trickster1966 — Thu, 06 Feb 2025 13:40:28 GMT

Thank you, this is an urgent issue as am losing incoming calls from work. If I cant get thsi resolved, I will have to start working from the office. Which no one wants.. Cheers Alan

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

Chrisee — Thu, 06 Feb 2025 13:43:19 GMT

@trickster1966 you are using a domestic line for work which is fine but it doesnt get you any priority. Start a chat session with the team by using the chat icon on the forum pages.

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

trickster1966 — Thu, 06 Feb 2025 13:52:19 GMT

Since I have my broadband upgraded befreo Xmas I have not had a lanline at all.

My issues are when using Horizon telephony software on my works laptop over my Sky Broadband. I have zero issues when at work in the office. Its a home broadband issue, that has only happened since the service was upgraded...

Can we talk over the phone, do you have a contact number.?

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

trickster1966 — Thu, 06 Feb 2025 16:32:46 GMT

I really need this looked at ASAP. I called Sky and spoke to someone who wasnt any help at all.

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

GD1 — Thu, 06 Feb 2025 16:38:00 GMT

@trickster1966 You will need to engage with the chat session when it appears.

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

Chrisee — Thu, 06 Feb 2025 16:41:54 GMT

@trickster1966 the escalation is to a team who only operate over chat. If youbwant to talkmyou need to call the call center.

Do you have a white Sky hub? if so its likely a simple fix which the forum team can get set up which is to roll back the firmware on the hub. However they need to establish who you are so the network team can identify the correct hub which is easily done through the chat.

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

trickster1966 — Thu, 06 Feb 2025 17:21:38 GMT

@Chrisee Am here, and willing to chat through what we can do next to help...

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

Chrisee — Thu, 06 Feb 2025 18:31:36 GMT

@trickster1966 use the chat icon to start the session with the team who work for Sky.

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

trickster1966 — Thu, 20 Mar 2025 09:05:10 GMT

After someone from Sky getting back to me about turning on UPnP, that seemed to be ok for a while. But its getting worse again...

Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "flip".

trickster1966 — Thu, 20 Mar 2025 09:12:51 GMT

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

trickster1966 — Thu, 20 Mar 2025 14:07:00 GMT

Is anyone from Sky around this afternoon to help me please...? If this cant be resolved, am moving to another supplier as they want me to go back to work in the office ...

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

FLC — Thu, 20 Mar 2025 14:42:45 GMT

@trickster1966

On 6th February @Chrisee asked which Hub you have. You didn't answer.

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

trickster1966 — Thu, 20 Mar 2025 14:54:06 GMT

Its the White hub. I was advised at the time to turn UPnP on, which I did. Seemed ok for a while, but its started up again this week...

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

FLC — Thu, 20 Mar 2025 15:05:11 GMT

@trickster1966

There are numerous posts about home worker's VOIP services not working with Sky's white SR213 Hub. Whether this is the case here I don't know, but as @Chrisee suggested, a firmware rollback would seem to be required. Whether Sky can then blacklist your Hub from receiving further updates I don't know. If not then the problem will keep recurring until Sky fix it properly.

Maybe @Addie15 can initiate contact again to get aproper resolution. Maybe switching to the older SR203 would solve it.

One of the big issues with this forum is that once a case is escalated to Sky's Community Team, no one ever reports back on the outcome.

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

trickster1966 — Thu, 20 Mar 2025 15:11:12 GMT

I use a software called Horizon that I take calls on when at home. I have used it for past 3 years on same laptop when WFH without issue. But since after Xmas its not been great and its getting worse.

I would be grateful for any help, and the firmware rollback was mentioned back in Feb. Thank you

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

trickster1966 — Fri, 21 Mar 2025 10:45:11 GMT

Hi @Chrisee and @Addie15 on back of above comments can you please help...

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

trickster1966 — Mon, 24 Mar 2025 08:44:24 GMT

Morning @Chrisee and @Addie15 on back of previous comments can anyone please help...? I havent seenany chat icons pop up to talk to anyone...

Re: Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "

Skull+Treaty — Mon, 24 Mar 2025 10:10:42 GMT

@trickster1966 wrote:
Morning @Chrisee and @Addie15 on back of previous comments can anyone please help...? I havent seenany chat icons pop up to talk to anyone...

@trickster1966

I’ve escalated your post to the Community Messaging team who will invite you to a private chat shortly and help you with this.

This link shows how it works.

Keep an eye out for a colourful bubble to get the conversation started.

I would recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts