topic Re: Constantly dropping out! in Broadband

Constantly dropping out!

MrsPage — Mon, 04 Aug 2025 09:22:04 GMT

We signed up for Sky in June and since installation it drops out daily. Not just for a short while but for hours. We are getting next to no connection at all. When troubleshooting it's telling me that there are no issues and everything is connected. Yet the hub has a red light and none of the devices in my house can connect to it.

Tried calling and again, told by CS that there isn't any issues. Clearly there is an issue. Very close to cancelling the broadband/sky stream and going elsewhere! Currently paying for a few hours of service a day.

Re: Constantly dropping out!

caesarome — Mon, 04 Aug 2025 09:29:59 GMT

@MrsPage

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.

Re: Constantly dropping out!

MrsPage — Mon, 04 Aug 2025 09:36:00 GMT

I have already done all of this multiple times. Every single time it comes back as all clear, no issues in the area, no issues with hub, account, network, clearly there are issues somewhere other wise my connection would be working and I wouldn't have a red light.

Re: Constantly dropping out!

JimM1 — Mon, 04 Aug 2025 09:41:41 GMT

@MrsPage For you about the lights!

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

Re: Constantly dropping out!

MrsPage — Mon, 04 Aug 2025 10:50:42 GMT

I already know what the coloured lights mean.

Since waking up at 9am the internet dropped at 9.25am, came back on at 10am, dropped again at 10.45am, came back on at 11.30am. It's now 11.50am and it's dropped again.

This is what happens every single day.

Re: Constantly dropping out!

JimM1 — Mon, 04 Aug 2025 11:30:52 GMT

@MrsPage What is the actual hub that you have recieved from sky! Also what service is the hub connected to!

Re: Constantly dropping out!

MrsPage — Mon, 04 Aug 2025 12:11:39 GMT

Sky Max Hub, connected to open reach modem. Paying for 500MB Full Fibre. Connected to Sky Stream, Home PC, Samsung Tablet. We use our mobile data for our phones due to the Wi-Fi constantly dropping.

Re: Constantly dropping out!

JimM1 — Mon, 04 Aug 2025 12:16:03 GMT

@MrsPage What about the other box!