topic Re: The connection drops every few minutes for about 30 seconds in Broadband

The connection drops every few minutes for about 30 seconds

Marc59 — Mon, 31 Mar 2025 10:59:51 GMT

The connection drops every few minutes for about 30 seconds. As a result zoom and teams calls are impossible.

When I do a service checker I get "looks good" as result.

I switched from BT a couple of days ago. I had no problems with BT.

Re: The connection drops every few minutes for about 30 seconds

caesarome — Mon, 31 Mar 2025 12:36:12 GMT

@Marc59

You could try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them.

Re: The connection drops every few minutes for about 30 seconds

Marc59 — Mon, 31 Mar 2025 12:40:24 GMT

As I mentioned in my first post, I tried the service test and it said "looks good", but that is wrong.
It might be fine at a particlar instant when the test it done, but it is not continuously good. It is a disaster for video calls.

Re: The connection drops every few minutes for about 30 seconds

caesarome — Mon, 31 Mar 2025 12:46:31 GMT

Then as suggested you will have to call Sky about this.

150 is the free number to use from a phone that has a Sky mobile sim in it or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

https://www.sky.com/help/home

Try saying nothing when spoken to by the bot.

Re: The connection drops every few minutes for about 30 seconds

Marc59 — Mon, 31 Mar 2025 18:14:28 GMT

I believe I have solved the problem by swapping the router for another one.

ChatGPT came up with some good diagnostic tests:

open a command window ad enter:

ping -n 100 8.8.8.8

also try:

pathping 8.8.8.8

If possible test a wifi connected PC as well as an ethernet connected PC
If possibl etry testing both at the same time

Re: The connection drops every few minutes for about 30 seconds

Marc59 — Thu, 03 Apr 2025 00:18:11 GMT

I discovered the root problem. In my netwrok I had several other routers including an old sky router. Because I switched from BT to Sky recently in turns out that having 2 sky routers connected was causing problems. Removing the old Sky router from my LAN solved the problem.