topic Re: Connection dropping out frequently in Broadband

Connection dropping out frequently

Beth107 — Mon, 17 Mar 2025 13:13:15 GMT

I've just moved and joined sky. I've set up my router but every so often my wifi drops out, my tv will pause and start a loading screen, my phone doesn't work unless I turn off wifi and use 4G, my work laptop disconnects. But then I have green lights again and it's working, but why does it constantly drop, it's unreliable.
I live in a block of flats, does that impact it?

Re: Connection dropping out frequently

jamesn123 — Mon, 17 Mar 2025 15:12:17 GMT

Hi @Beth107

Do any of the lights on your hub change when the issue occurs?

Re: Connection dropping out frequently

Beth107 — Mon, 17 Mar 2025 15:20:22 GMT

Yes they do, internet and voice usually

Re: Connection dropping out frequently

jamesn123 — Mon, 17 Mar 2025 15:31:49 GMT

@Beth107

That suggests your line is dropping. Have you ran the line test in the My Sky app?

Re: Connection dropping out frequently

Beth107 — Mon, 17 Mar 2025 16:03:40 GMT

Yes it's showing as ok/ good.

Re: Connection dropping out frequently

jamesn123 — Mon, 17 Mar 2025 16:19:36 GMT

@Beth107

I have escalated your post to Sky, look out for a message on the forum so you can start a chat with them

Re: Connection dropping out frequently

Mr+Flibbles+86 — Mon, 17 Mar 2025 16:25:12 GMT

Thanks for escalating this. We’ve sent an invite to chat.