topic Re: Constant connection problems. in Broadband

Constant connection problems.

Milecki — Fri, 09 Jan 2026 09:28:08 GMT

For about a month, maybe longer, I've been having constant connection problems.

I've tried everything, resetting everything, disconnecting all devices.

For several months, there were no problems, if any, it was sporadic.

Now I lose internet two, sometimes three times an hour. It lasts about a minute, sometimes longer.

It's impossible to work or enjoy entertainment.

I hope someone can help me because I'm close to canceling my contract because I'm waiting for a heart transplant, and a stable connection is very important to me. I live in the city center (Darlington), but my mobile network coverage is terrible.

Thank you for your help.

Re: Constant connection problems.

JimM1 — Fri, 09 Jan 2026 09:40:51 GMT

@Milecki Start with this link below, what do you see when your connection is lost if anything?

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start

Re: Constant connection problems.

Milecki — Fri, 09 Jan 2026 10:09:03 GMT

Thank you for your reply.

I don't remember the exact order,

but I think I'll be able to write soon because I'm expecting another incident.

Thank you again, I'll update the post soon.

Re: Constant connection problems.

JimM1 — Fri, 09 Jan 2026 10:21:45 GMT

@Milecki If you need then you can also do the check for yourself, here is the link below for that!

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.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).

Re: Constant connection problems.

Milecki — Fri, 09 Jan 2026 12:35:14 GMT

The sequence is as follows:

First from the left: red for 3 seconds.

Next is orange and flashes for 8 seconds.

Third is green, fourth is red.

After a minute, the third turns green, and the fourth returns to red after another minute.

Sorry for the confusion.

Re: Constant connection problems.

Milecki — Fri, 09 Jan 2026 13:21:41 GMT

P.S. I don't have phone service, only internet.

Re: Constant connection problems.

caesarome — Fri, 09 Jan 2026 13:28:11 GMT

@Milecki

What was the results of the tests you ran from the link posted by @JimM1 ?

Re: Constant connection problems.

Milecki — Fri, 09 Jan 2026 13:40:51 GMT

Everything is fine, but for now I only checked when the router is working.

I will check the message when there is a problem.

Re: Constant connection problems.

JimM1 — Fri, 09 Jan 2026 13:42:05 GMT

@Milecki All four lights on that sky Broadband Hub Green across the board, and you do have a phone service, every sky system sold has talk but if you don't have a phone plugged into the back off the sky hub then the free call dialing 150 to sky is just not an option, plus the voice light would require to be Green anyway for a working connection on your landline!

Re: Constant connection problems.

JimM1 — Fri, 09 Jan 2026 13:43:46 GMT

@Milecki Run the diadnostic service now, that is the whole point off it, and it checks out your line condition!

Re: Constant connection problems.

Milecki — Fri, 09 Jan 2026 13:46:34 GMT

Yes, yes. I don't have a phone, yet the light is red when there's a problem and turns green last.

Re: Constant connection problems.

Milecki — Fri, 09 Jan 2026 13:48:19 GMT

Right now, all the LEDs are green. The service is fine. I'll have to check when the problem occurs.

Re: Constant connection problems.

JimM1 — Fri, 09 Jan 2026 13:51:18 GMT

@Milecki It's all your choice, if you have a bad line, then you will be dropping out left/right and centre, the diagnostic is a two pronged test, and a call to sky also get's a line check done! It's all in your hands now nothing else the Forum can do for you!

Re: Constant connection problems.

Milecki — Fri, 09 Jan 2026 13:56:06 GMT

I'll try connecting to Sky.

If the problem persists, I'll have to change providers.

I can't be certain of my network connection.

I also require this from my doctors.

Thank you very much for your help.

Re: Constant connection problems.

Milecki — Fri, 09 Jan 2026 13:58:48 GMT

Ps: "We’ve tested the broadband connection to your home and everything looks good. But if you think there's an issue, check your WiFi".

Re: Constant connection problems.

JimM1 — Fri, 09 Jan 2026 14:01:06 GMT

@Milecki Does not matter what you do, if you have a bad line connection then that just goes over to your next ISP they then have the issue, if you have a bad sky hub then sky gives you a new one! After the diagnostics it get's involved but if you wish to do that then the link below will allow your stat's to be looked at!

(1) How to read your Sky Hub statistics

Re: Constant connection problems.

Milecki — Fri, 09 Jan 2026 14:04:10 GMT

I'll wait for the router to be checked while the problem persists, take screenshots, and prepare a technical support request. My English is limited and I'm in a wheelchair, which makes troubleshooting difficult. Thank you again VERY MUCH for your help.

Re: Constant connection problems.

JimM1 — Fri, 09 Jan 2026 14:06:52 GMT

@Milecki No problems maybe one time the test will allow an Engineer to be booked after you run the 2nd part off the test!

Re: Constant connection problems.

Milecki — Fri, 09 Jan 2026 14:57:39 GMT

I've reset the router to factory settings. I'll see if that helps. Thanks again.