topic Re: Sky broadband keeps dropping out in Broadband

Sky broadband keeps dropping out

Deniro700 — Mon, 28 Jul 2025 19:42:23 GMT

We've recently changed to Sky fibre from Virgin. It's only been active for a few days but is constantly dropping off. The white box that openreach have installed eventually drops to one green light so the WiFi stops working.

I end up having to switch off the open reach white box and reset the sky wifi black router but this only lasts limited time before the problem comes back.

Any help is appreciated

Re: Sky broadband keeps dropping out

JimM1 — Mon, 28 Jul 2025 20:00:03 GMT

@Deniro700 On the ONT that openreach fitted, what light remains on and what are the two others that go out, there are names below the lights. Also just try restarting the ONT and leave the sky hub alone!

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

Re: Sky broadband keeps dropping out

Deniro700 — Mon, 28 Jul 2025 20:05:26 GMT

Hi the only light that remains on is the green power light. The PON and LAN green lights are the ones that keeping going off which in turn affects the WiFi.

thanks

Re: Sky broadband keeps dropping out

Deniro700 — Mon, 28 Jul 2025 20:07:35 GMT

Also, just in addition. I have tried just restarting the open reach box and I do get the PON and LAN green lights back. I then turn the router back on later and loose those green lights after a few hours at the most.

Re: Sky broadband keeps dropping out

JimM1 — Mon, 28 Jul 2025 20:14:28 GMT

@Deniro700 Can you leave the sky Hub alone and only switch the ONT off leave 5 minutes and switch it back on to see if it all recovers with the sky Hub still connected, that should auto recover....

If you are not needing the Internet overnight switch the sky hub off, see that the Power and the Pon are both green solid lights, Lan may go out when you switch the hub off, in the morning take a look at the lights on the ONT before you start the sky Hub back up!

Re: Sky broadband keeps dropping out

Deniro700 — Mon, 28 Jul 2025 20:44:56 GMT

Thanks. Will try this tonight

Re: Sky broadband keeps dropping out

Deniro700 — Thu, 07 Aug 2025 18:09:47 GMT

Just a follow up on this. Unfortunately neither has solved the issue.
Are there any other suggestions at all?

thanks in advance

Re: Sky broadband keeps dropping out

JimM1 — Thu, 07 Aug 2025 18:43:13 GMT

@Deniro700 Not getting the requred detail back from you, call sky report the ONT faulty leave it the fault condition so the OR Engineer see's it straight off!

Re: Sky broadband keeps dropping out

Deniro700 — Thu, 07 Aug 2025 19:08:31 GMT

Hi will do. Tried all of the options you have previously mentioned but doesn't resolve the issue so will get in touch with Sky.

Thanks for your help.