topic Re: Internet dropping intermittently in Broadband

Internet dropping intermittently

KirstenLH — Mon, 14 Jul 2025 13:36:25 GMT

Good Day, My Internet has been dropping intermittently every hour or so and then my laptop pops up a connection issue web page to diagnose my Internet. Is there any intermittent issue on my line at the moment. Kindly advise.

Re: Internet dropping intermittently

JimM1 — Mon, 14 Jul 2025 13:54:39 GMT

@KirstenLH Both the links below for you to check! Also about the hub lights if you see anything when you get the fault!

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby
https://www.sky.com/servicechecker

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

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Re: Internet dropping intermittently

KirstenLH — Mon, 14 Jul 2025 14:17:25 GMT

Hi Jim,

Thanks for replying.

I've checked all these but at the time Sky says everything is fine.

On my router, when it dropps, the Internet light goes orange, it then goes off for a few minutes and then comes back on and goes green again. Then after a while, it does it again by going orange for a few minutes, then off, then back on.

I will try and catch it again to see if I can do the tests during this time.

Sky says everything is fine but there is definitely a problem somewhere causing the router to disconnect and reconnect like this.

Currently at the moment all lights are green and connectivity is fine but it will go down again any minute.

Re: Internet dropping intermittently

JimM1 — Mon, 14 Jul 2025 14:31:31 GMT

@KirstenLH Which hub do you have from sky and to what service is it connected!

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

Re: Internet dropping intermittently

KirstenLH — Mon, 14 Jul 2025 14:39:05 GMT

I have a Sky Broadband Hub

Re: Internet dropping intermittently

JimM1 — Mon, 14 Jul 2025 14:57:26 GMT

@KirstenLH Do you think you could follow and post up your hub stat's from the link below, just the same as you see, and allow the table a minute to fill with some data. This will also allow the question off which service do you have from above!

How to read your Sky Hub statistics

Re: Internet dropping intermittently

KirstenLH — Mon, 14 Jul 2025 15:14:15 GMT

Hi Jim,

See screenshot of the stats

Note the WAN up time is 2.33 and I did not restart the router; it just came back online again after the issue I have been describing and I restarted it manually about an hour ago

Re: Internet dropping intermittently

KirstenLH — Mon, 14 Jul 2025 15:19:07 GMT

And it just dropped again.

I get this browser page when it drops.

And this is the stats right now again after it came back up where you can see the WAN time has reset.

Re: Internet dropping intermittently

JimM1 — Mon, 14 Jul 2025 15:50:53 GMT

@KirstenLH Yes 100% see that, what happened on the sky hub, did the lights change, also on the little ONT box for your fibre connection it has 3 green lights on it, do you see anything there also!

Take a quick look in your security log, you should see wan0 errors, and also if you can see what FW release you are on, maintenance router status screen will show it!

Re: Internet dropping intermittently

Kate208 — Mon, 14 Jul 2025 15:53:30 GMT

This is happening to me too. Postcode BS39

Re: Internet dropping intermittently

JimM1 — Mon, 14 Jul 2025 15:54:50 GMT

@KirstenLH Does a full factory reset cause you much greiff to do, anything that has been changed by you has to be re-done after one of those!

Its a press hold the reset button back off the hub 20-30 seconds watching the front lights, as soon as you see them change let the rest button go and the hub will do it's clean and reset!

Re: Internet dropping intermittently

JimM1 — Mon, 14 Jul 2025 16:01:12 GMT

@Kate208 Are you getting the same short burst off Broadband off recovering to on, dropping off again! etc.... Have you service checked to see if the somerset area is a problem that sky are aware off!

Re: Internet dropping intermittently

Kate208 — Mon, 14 Jul 2025 16:22:44 GMT

Yes same short bursts of loss and I have to wait for the box to reboot. I have checked the service online but can only do that when it's connected, at which point it shows no errors

Re: Internet dropping intermittently

JimM1 — Mon, 14 Jul 2025 16:25:26 GMT

@Kate208 Service can be checked at anytime as long as you have a mobile connection, does not rely only on the broadband!

Re: Internet dropping intermittently

KirstenLH — Mon, 14 Jul 2025 16:25:41 GMT

Ah man I really do not want to do this as Sky set my router up initially so I don't know what settings need to be there.

Re: Internet dropping intermittently

JimM1 — Mon, 14 Jul 2025 16:36:09 GMT

@KirstenLH Not a problem got you on that, nothing jumping out on your stat's apart from the wan drops, and that may be NOTHING to do with you or the home connection but external out so you have zero control on it, FW would be nice to know, latest was recent as a Just In Case factor.

The SR203 you have is a pretty rock solid hub, had mine up over 1200hrs run time on the FF500 with zero issues! wan drop someware arround the 1000hr mark never even noticed it and had 2 in total again just did not even blip, could have been through the night so just no way to pin it down!

Re: Internet dropping intermittently

KirstenLH — Mon, 14 Jul 2025 16:40:45 GMT

Here are my hub details showing the Firmware version

Re: Internet dropping intermittently

Kate208 — Mon, 14 Jul 2025 17:48:30 GMT

I don't have mobile signal at home.

Re: Internet dropping intermittently

JimM1 — Mon, 14 Jul 2025 18:02:10 GMT

@KirstenLH You are up at the latest and greatest FW only done couple weeks ago, no idea as to what they have done for it, as no longer have my SR203 hub connected to the wan, using all Asus routing instead, and wife is not having it for me to put it back to see!

Re: Internet dropping intermittently

JimM1 — Mon, 14 Jul 2025 18:04:35 GMT

@Kate208 Hope you are not on a digital line, have a seperate landline phone that is NOT connected to the back off the hub!