My broadband has been going on and off for about a week, but when i do a sky connection test it says

[Alan197474]

My broadband has been going off and on for about a week but when I do a sky connection test on my phone it says there is no problems with the phone line or connection.  But clearly there is. Any suggestions. 

[GD1]

@Alan197474 If you post your router stats the forum can advise https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717

Is it just your wifi dropping and not your actual broadband?

[Alan197474]

The smile face on the router does not flash orange its blank. It should be white.

[GD1]

@Alan197474  Click on Test my connection https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

This will take you through some steps to help identify the issue.

You could also check for outages on your area https://mobile.twitter.com/skyhelpteam

[Highlinder]

@Alan197474  How long have you had the router you got given from Sky? Sounds like you are on one of the older routers from Sky.

[Alan197474]

I've had the same router since I joined 6 yrs ago, can it be replaced.

[Highlinder]

@Alan197474  That would be one of the first things that Sky use to discount the connection issue is the router.

Are you still in contract with Sky for broadband?

[Loulabelle86]

This happens to me all. The. Time.

I have the speed test app on my phone which I was asked to get from a sky advisor, this app tells a complete different story to the MySky tests do.

I'm getting so sick and tired of my internet dropping out, it does it on the daily for ages, it's getting worse. Notably it always happens on a Thursday evening around 9pm without fail.

I reset, i reconnect, I do EVERYTHING, and still nothing works, then you're faced with sitting on hold for near an hour just to be told the same thing every time. 

I am bored of even trying, I am thinking of getting BT, as virgin are even worse than Sky.

[mae-3]

@Loulabelle86 

Clearly, it would be useful to post router stats? This will enable the forum to assist and identify whether you have a wireless or broadband line issue. If it is the latter then an engineer could be booked to investigate the fault. Otherwise, if it is wireless then repositioning the router is usually the best course of action to a higher location above all obstacles.

[Loulabelle86]

I have been through the whole malarkey of moving routers so nothing obstructs, etc etc etc....

 

 

[mae-3]

@Loulabelle86 

Once the screenshot is approved which I assume is the router stats a community member will advise accordingly on whether you have a broadband line fault that needs looking at by an engineer.

[JPR007]

@Loulabelle86 Can see from the test you're running that it's a WiFi issue, not the broadband itself. However to make sure we need to see the router stats.

The Sky test does not take into account WiFi performance, it checks what you pay for, which is the line speed to your router from the street cabinet. WiFi performance is not guaranteed purely because of physics, and if you are getting an issue at a certain time of day, everyday, that tends to suggest it's something local.

[cookiemonsteruk]

@Loulabelle86 

Those aren't router stats they appear to be 4g done with low signal and battery

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[GD1]

@Loulabelle86  Your router stats https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717

[Loulabelle86]

They are stats taken from over a period of time, of course done on 4g because I had sky broadband working so it was done on my phone, Speedtest app, is an app I was asked to test my speeds with by a sky advisor 🙂