topic Re: Another dropout problem in Broadband

Another dropout problem

Bennyh — Sun, 28 Dec 2025 18:37:53 GMT

Hello,

I have a loss of broadband on a daily basis. Outage lasts about 3 minutes and automatically reconnects.

Wifi is disabled on the Sky router SR203 but instead served by Asus ZenwifiAC mesh system configured as access point)

I have noticed the internet and voice lights on the router going off and then orange and then green.

The ONT lights remain green. I have rebooted the router.

Looking at the log of the SR203 it looks like the time is not correctly set, but I cannot tell if this is the cause of the problem or just something that happens after the router reconnects. I wonder if the router is faulty?

I cannot post the log here due to the rules, but it starts with the date set 1stJan1970. It then gathers the time from ntp1.isp.sky. com and proceeds to display IPV6 lease refresh statements

Is this normal behaviour? Any ideas?

THank you

Ben

Re: Another dropout problem

JimM1 — Sun, 28 Dec 2025 18:57:58 GMT

@Bennyh The initial log to 1970 is the norm when the unit loses power or is sent a re-boot command to reset completely, after that as long as the power stay's on the log will continue time wise once set by the ntp clock and then it is checked from time to time that the clock is in sync, normal logging for the sky SR203 hub is just over the 24hr mark depending on what is going on and what the log is recording, but once the log rolls over it is a last in and first out so eventually the 1970 dates will disappear, so it is best to check periodically if you suspect something is going on! The amber light or no internet light should indicate a wan connection drop but not cause the time to resync back to the start, also look at the stat's log, it will show you all the run times for all up, that is On, Wan,Lan,2.4Ghz and the 5Ghz so there is 5 time stamps you can look at there!

Complete power reset then you need to be looking at power, psu, and eventually the SR itself!

Re: Another dropout problem

Kerry187 — Sun, 28 Dec 2025 18:55:06 GMT

I am having the same issues. Constantly, every few mins mine is doing this... I've done the checks on my sky and it says the connection is fine, I've complained to sky numerous times, they even sent BT out a few weeks ago to sort out the external line, it worked for about a week. I spoke to them again and they said they'd send a new router out which they still haven't. Getting to the point I'm going to tell them to shove it and not paying the rest of my contract as it's constantly dropping out...

Re: Another dropout problem

JimM1 — Sun, 28 Dec 2025 19:05:14 GMT

@Kerry187 If your are and feel you can do so then follow the link below, allow the stat's to fill in capture and post the table up just as you see at the bottom off the link! If you have a bad line then the stat's may show it!

How to read your Sky Hub statistics

As to not paying all your choice but would be better you do the whole complaints type issue instead, your way will be a lot of hurt not paying!

How to make a Sky complaint | Sky Help | Sky.com | Sky Help | Sky.com

Re: Another dropout problem

Bennyh — Sun, 28 Dec 2025 22:02:07 GMT

Thank you JimM1!

Since I last looked a few hours ago the router has reset itself again. Would like to know more about what is going on.

Stats:

https://drive.google.com/file/d/1Gi1KxvWhMZSXi4kfDPYa26uT-B6Nw9I2/view?usp=sharing

LOG (* used to delete identifiables)

00:00:21 syslog: [ 0.214000] brcmboard registered
00:00:21 syslog: [ 18.351000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 100 mbps full duplex
00:00:21 syslog: [ 20.418000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 1000 mbps full duplex
00:00:21 syslog: [ 20.448000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
00:00:21 syslog: [ 21.378000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link DOWN.
00:00:22 syslog: [ 21.433000] eth2 (Ext switch port: 2) (Logical Port: 10) Link DOWN.
00:00:22 syslog: [ 21.463000] eth3 (Ext switch port: 4) (Logical Port: 12) Link DOWN.
00:00:24 syslog: [ 23.408000] eth0 (Ext switch port: 0) (Logical Port: 😎 Link UP 100 mbps full duplex
00:00:25 syslog: [ 24.496000] eth2 (Ext switch port: 2) (Logical Port: 10) Link UP 1000 mbps full duplex
00:00:25 syslog: [ 24.528000] eth3 (Ext switch port: 4) (Logical Port: 12) Link UP 1000 mbps full duplex
00:00:49 syslog: [ 39.991000] Line 0: xDSL link down
00:00:54 syslog: [ 49.003000] Line 0: xDSL link down
00:01:03 syslog: Voice Configured
00:01:03 syslog: [ 62.003000] Line 0: xDSL link down
00:01:07 syslog: Voice Initialized
00:01:07 syslog: Voice Connecting
00:01:17 syslog: Voice Disconnected
00:01:30 syslog: sky dhcpc client (v0.0.1) started
00:01:42 syslog: Failed to upload Telemetry data - Error(6)
00:01:51 syslog: sky dhcpc client (v0.0.1) started
00:01:56 syslog: DHCPC_STATE_REQUESTING no valid response received. Falling back to DHCPC_STATE_START_DISCOVERY
00:02:06 syslog: eth3.1 - WAN link UP.
00:02:06 syslog: Received valid DHCP lease from server. Connection UP.
00:02:07 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D*****]
00:02:08 syslog: Send out NTP request to ntp1.isp.sky.com
21:03:42 syslog: Time has been set from ntp1.isp.sky.com
21:03:42 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
21:03:48 syslog: TR69: Connect to Production ACS
21:03:48 syslog: TR69: Connection to ACS Complete
21:03:50 syslog: TR69: Close ACS Connection
21:04:23 syslog: WAN IPV6 UP
21:04:23 syslog: Voice IP Connection Up: *****
21:04:23 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [*****]
21:04:24 syslog: Voice Configured
21:04:29 syslog: Voice Initialized
21:04:29 syslog: Voice Connecting
21:32:52 syslog: Voice Connected
21:34:03 syslog: WAN IPV6 UP
21:38:36 syslog: Lease renewed 3600 ip ***********

Re: Another dropout problem

JimM1 — Sun, 28 Dec 2025 22:11:21 GMT

@Bennyh You have Three Ethernet port connections on the SR203, one will be the Wan, one will be your Asus, but what is the third one, and i also see collision's posted on you google pic!

The SR203 should stay up 100% off the time with NO reset's!!!!

Re: Another dropout problem

Bennyh — Sun, 28 Dec 2025 23:25:54 GMT

The third port is connected to a tp link ethernet switch hub, which serves a PC and an Xbox. Seems to be working and I never considered it may be the problem.

Should I try removing it replacing that? It's one of the 10/100 Mbps units

Thanks

Ben

Re: Another dropout problem

Bennyh — Sun, 28 Dec 2025 23:29:43 GMT

I meant to also say I tried the hub plugged into the Asus initially but ran in to problems getting connections with the pc and Xbox. So maybe it is the culprit!

Re: Another dropout problem

JimM1 — Sun, 28 Dec 2025 23:43:04 GMT

@Bennyh As you are not using very much on that SR203 apart from an AP to the Asus and the switch, the Tp-Link would be better on a newer 1Gb/s switch for sure, but if you can live with it for a test then would pull the connection to see if any is causing you an issue!

Just keep an eye on the log, if ethernet is gone on the PC you will have to test via the wireless AP somehow!

As a side note for you, i have my Asus Ai mesh direct on the ONT Router mode, NO SR connected now but did decide that the loss of the phone line did not matter, personally i would not AP mode an Asus system just me!

Re: Another dropout problem

Kerry187 — Mon, 29 Dec 2025 00:13:36 GMT

I have already raised a complaint when it started cutting out constantly again about a week after BT sorted external lines. All thy done was said they'd send me a new router which I still haven't received and this was a couple of weeks before Christmas. I will be calling them again tomorrow and if they still aren't going to sort it then I'm going to have to see how I go about taking it further - maybe to Ofcom as I am literally paying full price for something I can use less than half of the time. I've tried everything they've told me to do, nothing works.

Re: Another dropout problem

Kerry187 — Mon, 29 Dec 2025 00:18:59 GMT

Also I've tried why you said for the stats, it doesn't let me sign in with either password. It just keeps going back to the sign in boxes... as per photo...

Re: Another dropout problem

Kerry187 — Mon, 29 Dec 2025 00:23:07 GMT

Then it goes to a 401 authorisation error message. I will ring them tomorrow and raise another complaint... just annoys me that pay for something can't use half of the time...

Re: Another dropout problem

Bennyh — Mon, 29 Dec 2025 13:23:19 GMT

Thanks again to JimM1

I'm going to test the system without the tplink switch box. Fingers crossed that this was the problem. I have now got the pc plugged into the Asus AP and (surprise surprise) the speed test does show 500mbps download.

Cheers and good luck to Kerry who joined in with the thread. I'll post back with outcome in a week or so.

Re: Another dropout problem

Bennyh — Sun, 11 Jan 2026 10:37:18 GMT

Just to close the loop on this one.

I removed the ethernet switch. That did not solve the disconnections.

I phoned sky who said there was a fault with my router and sent a new one.

This arrived and it was clearly a returned unit itself as it was dusty. However...

The replacement router has been connected for 127 hours now so I feel like my problem is solved.

Thank you to those who helped.

I'm still having some problems with the Asus zenwifiAC access points - but that's probably a story for another time!

Ben

Re: Another dropout problem

JimM1 — Sun, 11 Jan 2026 10:44:51 GMT

@Bennyh Had one off my RP-AX58's connected to the SR203 no problems, the Asus app i had to download and correct the ssid names as thw wps connect just did not work, and the SR get's a little confused with it's mac's/frequency control but don't worry about that as long as you have it connected, i even had my SR203 split bands so for sure it never hicupped once when connected and setup!

Re: Another dropout problem

Puzzles10 — Mon, 19 Jan 2026 11:05:15 GMT

I have this exact issue-multiple drop outs a day and my router logs look almost identical to this. I've had the black router replaced and that hasn't resolved the issue. I've got (another) Openreach engineer coming out tomorrow so we'll see what they say but 2 months on it's getting ridiculous. I work from home and we have Sky Glass, so it's really problematic. If this is a common issue you'd think there would be a common resolution...

Router replaced
Openreach out to check ONT/connections etc
When dropouts occur, all lights bar power light go off and takes 5-10 mins for connection to come back up

Will report back if I get anywhere!

Re: Another dropout problem

JimM1 — Mon, 19 Jan 2026 11:38:52 GMT

@Puzzles10 Your last point all the lights go out on what apart from the power light, is it on the sky Hub or on the Openreach ONT were you see that?

Re: Another dropout problem

Puzzles10 — Mon, 19 Jan 2026 11:41:01 GMT

Hi @JimM1, thanks for your reply. That's on the router. The ONT is always looking happy (by the time I get to it to look at least!). The other day the power light on the router did flash red VERY briefly when all the other lights went out (only saw as I was sat in front of it at the time). Otherwise, power light on router remains green, all others go off.

Re: Another dropout problem

JimM1 — Mon, 19 Jan 2026 11:55:58 GMT

@Puzzles10 By the sounds off it you have the sky Broadband Hub, that is the black upright version with 4 Led's on it, Power / Internet / wifi / voice....

It should never reset itself and if you are seeing that you have to suspect two things, one is the PSU unit, but with a new hub hope you swapped it all out, the other is what is the PSU plugged into, have see them in poor 4 way or multiple Extension power strips, those can cause issues so if that is your case try another power source.....

The Norm when the Hub is re booted once you get the Power light on, and the wireless wifi light Green, ie numbers 1 and 3 as you look at them, that is a good sign the hub is up, the Internet and if using a Landline Voice they both eventually turn Green.....

I have never seen the wifi light turn off unless a hub is rebooting, so do have a look at your power first!

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: Another dropout problem

Puzzles10 — Mon, 19 Jan 2026 12:03:43 GMT

Thank you! Yes it's plugged straight into the wall socket (ie not via an extension or anything), and I plugged it into a different socket to eliminate the power being the issue, although the Sky Glass TV is plugged into the other half and that doesn't go off (other than losing internet connection, power stays on). When Sky replaced the router, I made sure we swapped out all the cables too, just in case. It's so bizarre and not something that was an issue until mid-November. Very frustrating! Thanks for the tips.