topic Re: Constant drop out in Broadband

Constant drop out

Albatross — Sat, 05 Apr 2025 22:30:22 GMT

For last week WiFi keeps dropping out. Had engineer out and he swapped fibre cable from grey outside box. WiFi worked for 20 minutes after he had gone then dropped again. Discussed on phone with Sky got up and running again plus they are sending new hub. Worked for short period then dropped again. Have new hub and same problem. Only way to get it to run is power off and then on the openreach hub. WiFi then runs for around 30 minutes to an hour before dropping again. Totally frustrating as they have only swapped me to full fibre a couple of months ago. Signal is worse than old copper wire

Re: Constant drop out

Chrisee — Sun, 06 Apr 2025 06:56:13 GMT

@Albatross you need to go back to Sky as the remaking of the fibrecweld and swapping hub has not helped. Some of these faults can be hard to pin down so the standard method is to replace things until the fault goes away. On average full fibre is far more reliable than the copper network so your fault is unusual.

If there is an issue with the fibre feed you would expect to see a red light LOS on the ONT when it loses connection. If the lights stay green check tge lights on the hub (https://www.sky.com/help/articles/hub-lights-explained-start) as they can tell you what is happening.

However you need to talk to Sky to get this escalated so I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Constant drop out

Lisa-P1987 — Sun, 06 Apr 2025 08:46:59 GMT

Hi there, 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: Constant drop out

Albatross — Wed, 09 Apr 2025 07:02:50 GMT

Thanks for all help. Engineer is on their way to try and fix it

Re: Constant drop out

Lisa-P1987 — Wed, 09 Apr 2025 08:56:08 GMT

Thanks for the update 🙂