topic Re: Broadband dropping out in Broadband

Broadband dropping out

Rhys40 — Mon, 29 Sep 2025 20:43:30 GMT

Recently upgraded to fiber broadband and all has been fine for a while. However, for the past few weeks the broadband has been dropping out consistently, probably 10 times through one movie.

Have done a reset using the button on the back of the router which has made no difference and tried turning everything off and back on. Have also tried to access the router settings but am unable to do so using the normal username admin and password sky/wifi password. Additionaly, whilst using my Luna account is prompts that there is no connection to the 5ghz network. None of this was an issue before the fiber upgrade.

I am thinking this is a hardware issue? Any suggestions on how to fix this or is a new router required?

Thanks

Re: Broadband dropping out

Chrisee — Tue, 30 Sep 2025 07:18:40 GMT

@Rhys40 are the lights on the fibre ONT unit that the hub connects to all green or are you seeing a red light? Full fibre lines are normally very reliable and faults are rare but can hapoen. A red LOS light on the ONT indicates a line fault which should be reported to Sky.

Beyond that check the light(s) on the Sky hub using this guide https://www.sky.com/help/articles/hub-lights-explained-start as these help pin point whatis wrong. One issue that can catch people out is the new fibre connection maybe in a different place so the hub has been moved reducing the WiFi signal which can be sorted by either using a longer ethernet cable between the ONT and the hub or using wifi extenders,

Re: Broadband dropping out

Rhys40 — Tue, 30 Sep 2025 07:38:00 GMT

Lights are all green on the new fiber box and also the router. That's until it drops out anyway. The fiber box shows green lights on power and PON with the LAN flashing. The LOS light is off.