topic Re: Full Fibre connection randomly drops in Broadband

Full Fibre connection randomly drops

Kameron — Tue, 30 Sep 2025 13:53:33 GMT

We have had Sky Gigabit fibre installed a couple of weeks ago. Before that we had Superfast Sky broadband, which was always perfect.

Now, although we have good speeds, the connection drops randomly. It has happened a few times now during the day when we are working from home and it is very disruptive.

What can be the cause? We have already rebooted the modem and the sky router and the problem persists. We are using both a wired and wi fi connections, and both go down.

Re: Full Fibre connection randomly drops

Chrisee — Tue, 30 Sep 2025 14:50:15 GMT

@Kameron what if anything happens to the lights oon the new fibre ONT unit? If that is showing a red LOS light there is a fault with the fibre connection. It is also worth checking the lights on the hub see https://www.sky.com/help/articles/hub-lights-explained-start

Re: Full Fibre connection randomly drops

Kameron — Tue, 30 Sep 2025 15:19:48 GMT

There is no red light, but the other lights do go out. Only the power light stays on.

Re: Full Fibre connection randomly drops

Chrisee — Tue, 30 Sep 2025 15:25:34 GMT

@Kameron if the lights on the ONT go out the unit is faulty. If you are talking about ge hub the guide I linked should tell you what to do

Re: Full Fibre connection randomly drops

Kameron — Tue, 30 Sep 2025 15:33:17 GMT

Who should I speak to about this? Thanks.