topic Re: Full fibre intermittent drop out in Broadband

Full fibre intermittent drop out

Janehb — Wed, 08 Apr 2026 20:02:44 GMT

For the last 6 weeks we have intermittent drop outs. They only last a second or so but can happen every few minutes. We've been with sky since moving in over a year ago, it is a farm building we converted, so there was no broadband prior to this. It seems to have happened after a power cut, or that might be a coincidence. It happens with wired connections as well as WiFi. When scrolling or on the internet it just hangs for a few seconds, or you have to turn the WiFi off on the device and back on for it to reconnect. It is more noticeable when working from home on a wired connection as the works vpn throws me off due to the loss of connected. Spoken to sky numerous times and for hours at a time, turning it on, off, changing cables, uploading photos etc. The router has been changed and we still have the same issue. Every time we ring we go through the same check list and get no where. Sky say there is no issue and are unwilling/unable to send out an engineer or escalate it to open reach. We have replaced Ethernet cables, restarted everything more than once. They have now recommended we start a new contract for WiFi max, paying extra fees each month for a WiFi extender, that we do not need, which gives us access to an engineer. Why is it the only way we can get an engineer visit, why do I have to pay more each month for poor service. The issue is we live in a rural area, with limited mobile and 5/4G, meaning even ringing them is difficult as we usually use WiFi calling, WhatsApp, obviously the landline is internet so that drops out too. We have a vulnerable person in the house, so having no or limited phone coverage is a worry. Every call by mobile or landline drops out after a few minutes. We have the white router and full fibre gigafast package. How can I get this resolved, or how do I get out of the contact without paying termination fees as this is getting very frustrating. Any advice would be appreciated.

Re: Full fibre intermittent drop out

Chrisee — Thu, 09 Apr 2026 07:02:15 GMT

@Janehb a power cut can damage electronic equipment but cannot have affected the optical signal in the fibre. While you have swapped the Sky hub which rules out that as the cause it is possible the power cut damaged the ONT unit. The lights on that unit would change if it loses sync but catching thst is difficult if ghe drops are brief. As you report the issue affects devices networked using Ethernet I agree there is no point in buying tgexWiFi Max add-on which adds access to WiFi extenders and parental controls neither of which will help.

I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private online chat session to get this sorted if they can. Keep an eye on the forum as if you miss the message just click the brightly coloured chat icon which will be added to the forum pages for you to use.saving a long phone call.

See here for more on escalation My Post Has Been Escalated – What Happens Next on Sky Community

Re: Full fibre intermittent drop out

Danz994 — Thu, 09 Apr 2026 10:16:16 GMT

Good Morning @Chrisee Thanks for making us aware of this. I'll send @Janehb an invite now and we can assist further. Thanks, Danielle