topic Re: Intermittent Dropouts in Broadband

Intermittent Dropouts

JimmyGreen1 — Sun, 13 Jul 2025 14:27:25 GMT

My wifi is intermittently dropping out. The hub drops all wifi connections for approx 30 seconds before recconecting. Sometimes all lights stay green, sometimes the internet and voice go amber before going back to green. Everytime I do the service checker through your website it shows no issues but I have very poor mobile signal at my property so am unable to order a service checker when the wifi drops.

Re: Intermittent Dropouts

JimM1 — Sun, 13 Jul 2025 15:13:57 GMT

@JimmyGreen1 Is you ladline not available to call 150 when the broadband is down!

Re: Intermittent Dropouts

JimmyGreen1 — Sun, 13 Jul 2025 15:15:44 GMT

Nope, I haven't got a landline

Re: Intermittent Dropouts

JimM1 — Sun, 13 Jul 2025 15:26:20 GMT

@JimmyGreen1 You have not one connected or you just never bothered to do so! Are you on a Full Fibre connection!

Re: Intermittent Dropouts

JimmyGreen1 — Sun, 13 Jul 2025 15:53:30 GMT

I don't have a phone to be able to connect, and I'm on Superfast broadband

Re: Intermittent Dropouts

JimM1 — Sun, 13 Jul 2025 16:22:31 GMT

@JimmyGreen1 Have a look at the link below and say which hub you have!

https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have

Re: Intermittent Dropouts

JimmyGreen1 — Sun, 13 Jul 2025 18:44:43 GMT

I've got the Sky Broadband Hub

Re: Intermittent Dropouts

JimM1 — Sun, 13 Jul 2025 18:49:45 GMT

@JimmyGreen1 Do you feel from the link below that you could follow and post your own hub stat's up for viewing, if so give it a minute or so to fill the tables with data. It allows the look at the hub to see what is going on with the line to your hub! the picture capture that you see on the link is ideally what is needed to be viewed!

How to read your Sky Hub statistics

Re: Intermittent Dropouts

JimmyGreen1 — Sat, 19 Jul 2025 20:51:52 GMT

Sorry, I was away for the week and haven't been able to check the hub. Here's the screenshot I got. Most of the time the noise is at around 3.2 upstream and 6.2 downstream but, when it went wrong, it looked like this. At one point up and down were at zero.

Do you know why it would fluctuate this much?

Re: Intermittent Dropouts

JimmyGreen1 — Sat, 19 Jul 2025 20:54:52 GMT

That pic doesn't look the clearest, this might be better

Re: Intermittent Dropouts

JimM1 — Sat, 19 Jul 2025 21:12:14 GMT

@JimmyGreen1 Will take a look as soon as they are cleared for viewing!

Re: Intermittent Dropouts

JimM1 — Sun, 20 Jul 2025 07:11:44 GMT

@JimmyGreen1 Thanks 2nd picture is good, and you do have a line issue with the wan reset at just 15minutes before you posted and up over 150Hours total time, your same area security logs will show you how many times you are getting wan drops but they will only contain 24-36hours off useful data before it rolls over. Would run the diagnostic service checker, then have more fault's to get a better check, if nothing is found then you are going to have to call sky to get them to run a further diagnostic from there end.

The noise margin's do move a little but not way down to that value currently. Link below for the checker.

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