topic Re: Router constantly losing connection to the internet in Broadband

Router constantly losing connection to the internet

Jordan00 — Fri, 05 Sep 2025 14:12:45 GMT

Router and open reach ont constantly dropping out and showing orange and red lights ever since I signed up a few months ago. It used to happen once every few days to a week but this past week it has been 4+ times a day. Tried calling and an engineer was supposed to visit weeks ago, but because the issue 'resolved itself' (it regained connection after an hour or so) the visit was cancelled. Happened again last Tuesday (26th August) the engineer visit was cancelled due to the issue 'resolving itself' however, it only resolves itself for a short while before cutting out again. I've added pictures of the router and setup with the lights orange and red.

Any suggestions on what I can do to try resolve this as I'm basically paying for a service I can't use for more than half the day? It's preventing both me and my partner from being able to do any form of work at home.

Re: Router constantly losing connection to the internet

cookiemonsteruk — Fri, 05 Sep 2025 14:22:43 GMT

@Jordan00

Thats more like a city fibre ont . What does it say below the orange light ?

Re: Router constantly losing connection to the internet

cookiemonsteruk — Fri, 05 Sep 2025 14:26:50 GMT

@Jordan00

Looks like the broadband light so you'll need to contact sky

Re: Router constantly losing connection to the internet

cookiemonsteruk — Fri, 05 Sep 2025 14:30:51 GMT

@Jordan00

Just couldn"t determine if that was amber or red. The broadband light

Red: There is a fault on the line. Contact your broadband provider.

Contact sky as below

Follow the link and choose need more help

https://www.sky.com/help/home/

If in the Republic of Ireland go to the bottom of the page and change the flag to Republic of Ireland

Re: Router constantly losing connection to the internet

Jordan00 — Fri, 05 Sep 2025 14:31:06 GMT

It is city fibre, sorry my bad, been reading so many forums that I got them mixed up.

not sure why the quality dropped so much on upload, it is the broadband light in the first image and the second one the broadband is red and the service light is blank. Usually these lights don't change and it's the router lights that change but this past week it's been both. Had this issue since moving in but when I have rung they say they will send and engineer and then the visit gets cancelled due to it working again.

Re: Router constantly losing connection to the internet

Jordan00 — Fri, 05 Sep 2025 14:32:09 GMT

Yes it is red atm, usually it is amber. Right will give them a call and see what they say. Thank you!

Re: Router constantly losing connection to the internet

cookiemonsteruk — Fri, 05 Sep 2025 14:33:09 GMT

@Jordan00

Looks like the online chat ir working but ban't find the phone numbe

Re: Router constantly losing connection to the internet

Jordan00 — Fri, 05 Sep 2025 14:35:41 GMT

That fine, thank you for the help. I just know they're going to tell me it's working fine now as the lights are all green again just the router that isn't connected now.

Re: Router constantly losing connection to the internet

cookiemonsteruk — Fri, 05 Sep 2025 14:40:45 GMT

@Jordan00

Let us know how you get on

Re: Router constantly losing connection to the internet

Jordan00 — Fri, 05 Sep 2025 14:45:32 GMT

So I called the sky number and the automated line ran a check and said it looks like there is a problem with my in home setup and to go onto the app and report it through the service check before cutting the call off, but the service check says that the everything is running fine. How to I access the online chat?

Re: Router constantly losing connection to the internet

cookiemonsteruk — Fri, 05 Sep 2025 15:14:38 GMT

@Jordan00

I have copied the entire post over to our community managers

I'll get back to you

Re: Router constantly losing connection to the internet

lettice — Fri, 05 Sep 2025 15:39:40 GMT

For clarity on the Cityfibre lights.

Many have the same ONT that our local altnet uses, who like Sky in this case hang off the Cityfibe network rather than Openreach.

The lights meanings;

Power light:
1. If the light is green, then the box is correctly powered.
2. Amber, the ONT is performing an update. If the light does not eventually change from Amber to Green, call your broadband provider.
3. If it's red a boot-up has failed. Turn the power on and off, if the red light shows again, contact your broadband provider.
4. If there is no light, there is no power, please check that the ONT is plugged in and that the power socket is working.
Broadband light:
1. A green light indicates that the connection is correct.
2. If the light is red, please contact your Broadband Provider.
3. If there is no light please check the cables are all firmly plugged into your ONT.
Service light:
1. A green light indicates that the line is connected.
2. If there is no light, please contact your Broadband Provider.
Ethernet light:
1. A green light (solid or flickering) indicates that your ONT is correctly connected to your router.
2. If there is no light please check the Ethernet cable running between the ONT and your router is firmly in place.

Have you tried removing the power form the ONT by either removing the power plug at the socket or pulling the power cable from the bottom of the ONT and leaving off power for a good ten minutes.

When it repowers, it will take about five minutes to fully start up.