The content on this page may be out-of-date or have been superseded by newer information. Links on this page to other sites may not work and contact information may be inaccurate. This page has been archived for future reference.
05 Jan 2022 01:46 PM
Our internet keeps going down - we only noticed this about 3 weeks ago but it is now very annoying. We work from home so although it might only drop out for a couple of minutes at a time, anything you are working on crashes e.g. if you are on a teams call etc.
I have done the usual tests on the app several times and this suggests everything is working but clearly it is not. I have also done a full reset on the router but this has also not helped.
Last time it happened, I watched the liqhts on the Sky Q hub - The power/wireless lights remained green but the middle internet light went out completely. After about 2 minutes, it then flashed orange, then completely orange and then back to green.
I have added stats from my router below. Any ideas how to resolve this?
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 99029 349155 0 187711 9276831 00:22:46 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 9994029 3248215 0 877 0 97:56:46 WLAN (5 GHz) Up 68231605 31609580 0 9924331 0 97:56:18
This discussion has been locked
Sorry, you can't reply to this discussion as it's been locked by our Community Managers.
05 Jan 2022 06:13 PM
Posted by a Superuser, not a Sky employee. Find out moreYour stats show the drop along with a raised noise margin which is limiting your speed due to the fault.
I've flagged your post to Sky, look out for an email or message on the forum
06 Jan 2022 09:28 AM
Posted by a Sky employeeThank you for escalating this. We have now sent an invite to chat 🙂
07 Jan 2022 02:57 PM
After speaking to the customer and running some tests we have raised this to Openreach and sent an engineer. Thank you for escalating 🙂
This discussion has been locked
Sorry, you can't reply to this discussion as it's been locked by our Community Managers.