Constant disconnections from Broadband / Voice

[Mancnproud]

Hi,

Hopefully someone can help. So for the past month I've had nothing but constant issues with my Internet. The broadband connection is constantly dropping and as time has gone on, its gotten worse.

It used to happen once or twice a day, which was fine and able to deal with. However, lately its unacceptable.

I've contacted sky on several occasions, and had 2 engineers out to try an rectify the issue.

First visit from an engineer was a faceplate covering up an old socket and a new socket fitted, this didn't seem to fix the issue. So rebooked another.

Second engineer said its a fault at some pole down the street, the wire had corroded an was replaced. Was fine for an hour, an the problem then came straight back. We're talking 10 to 20 times a day my router loses connection for around 30 to 60 seconds. Then comes back.

Only ever seems to drop broadband light an voice. The rest remain green. The two goto Amber then back to green.

Highly annoying, and getting really irritated that this problem seems to be there an no one knows what it is?

It won't let me post the system log, as the forum indicates I'm posting the same thing too many times and for personal security won't allow me. But I can upload it to somewhere for viewing if need be.

_________

Hopefully I can get some answers.

Thanks.

[Chrisee]

@Mancnproud Openreach have not fixed an underlying fault in your line. Line drops that you are experiencing are normally caused by burts of noise on the line which can be caused anywhere between your home and the cabinet if you have Sky Superfast.

Unless the noise is there when the engineer tests the line all they can do is replace the components that may solve the issue which typically are the master socket and potential poor connections as they have done so far. In the end they call out specialist noise detection teams (known as REIN and SHINE engineers) who have kit that can normally pin point the cause but that takes time and even when the cause is known there are occasions when it cant be fixed as it is owned by a third party.

You have to go back to Sky to get the fault escalated with Openreach. It would help if you can record when the drops happen and if there is a pattern as electrical kit is the most frequent source which includes faulty microwaves, a sparking switch and at the right time of year Christmas lights but we can probably rule those out here. Also ask if your neighbours have the same problem. If they have encourage them to report the fault to their ISP. It all helps find the cause of your issue.

[AAmet]

I have been the same issue for over a year now. It used to happen randomly only when land number rang and after over 10 Openreach engineer and 2 sky engineers and numerous calls to technical helpline 4 x new faceplates 1 x bee sky q router the problem has not been resolved . It's got worse as I have 4 -5 disconnections a day and on my last call I was told by sky  I  may need to switch providers as they cannot find the fault lol