Internet keeps losing connection

NatBerks — Wed, 13 Aug 2025 12:56:45 GMT

Hi, I would be grateful for advice as my broadband has been unreliable since 2nd August. It seems to have developed a mind of its own, losing connection for anything from minutes to hours. I have a black box hub. When the internet drops the lights on hub are: power & wifi green, voice orange and internet off. I have been doing all the self help checks as suggested by Sky service checker.

When it first went wrong Sky online service checker identified a fault outside the home and booked an engineer appt. About 5 days later I got confirmation via text it was fixed.

The following morning it was gone again. This time the service checker indicated an outage. Neighbours with a different provider were also affected by the outage. Internet was coming on randomly (more off than on) for nearly a week.

Fast forward to 11th Aug morning, again no internet. Service checker no longer detected an outage and said it can't detect my hub. Also said online testing services weren't available so I rang Customer Services who agreed to book an engineer.

Today I got a new result when I lost connection. Sky checker showed everything is OK but it isn't. An hour later all green lights are back on and the broadband is working again. I am dubious it will last and wondering if my equipment could be at fault?

Re: Internet keeps losing connection

JimM1 — Wed, 13 Aug 2025 13:12:34 GMT

@NatBerks If your able to do so from the link below, allow the data fields to populate and post up your capture as you see on the bottom off the link!

How to read your Sky Hub statistics

Re: Internet keeps losing connection

NatBerks — Thu, 14 Aug 2025 07:56:11 GMT

@JimM1 thank you for your reply. It took me a while to figure out how to get into the statistics.

Touch wood so far today I've had no issues.

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Internet keeps losing connection

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Re: Internet keeps losing connection