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

[GD1]

@Loulabelle86  Great but we need to see your router stats, if you won't post them the forum can't help any further.

[Loulabelle86]

Sorry, that was meant to say, I had NO sky broadband working so I was using my data on my phone.

[cookiemonsteruk]

@Loulabelle86 

That means you are testing 4g not broadband speed

[Loulabelle86]

Pardon me for sounding dumb here, I'm not technical at all. But why would a sky advisor ask me to test using that app?

[GD1]

@Loulabelle86  To be honest no one can tell you why, however we are asking you to provide different info.

[cookiemonsteruk]

@Loulabelle86 

To run the official my sky app test on 4g

[mae-3]

@Loulabelle86 

You have three community members who are highly proficient in diagnosing issues with the broadband line but they do need the information requested, and a post has been provided to assist you in posting the required information, eg: the router stats.

[Loulabelle86]

My apologies, as I stated before I'm not technically minded so I've been getting the stats using a link on this page, it takes me a little longer than some people.

 

[Loulabelle86]

I have spoken with someone from sky and they have removed my sky shield to see if that helps.

[cookiemonsteruk]

@Loulabelle86 

At the time you posted the stats 76Mbps was already been downloaded re rx b/s. So that would only leave 3Mbps

[mae-3]

@Loulabelle86 

Just to add what @cookiemonsteruk has stated the router stats look good and you are almost on top of the cabinet you're connected to at about 70-80 metres or less, eg: there is no fault on the broadband line and the speeds you are achieving over a wired LAN connection is excellent. The router stats do show that the router was rebooted just over an hour ago? Was that you who rebooted (power cycled) the router at that time?

[JPR007]

@Loulabelle86 The stats indicate that you have a perfect line, delivering the absolute maximum speeds you can get with your type of connection. Many, many people would snap your arm off to have such a good line. 

As @cookiemonsteruk indicates, something is using about 95% of the connections capacity, which would lead to slow speeds on other devices. Do you have anyone doing any heavy downloading at all, especially if their device is using WiFi it won't take much to saturate it. 

[Loulabelle86]

Ok thanks for the info, my teenage son has just told me one of his games has been updating so maybe that?

but my sky TV still says it looks like I have no internet connection, satellite signal yes, but network connection no. I have tried to reset and reconnect but it's not helping.

[mae-3]

@Loulabelle86 

This is the procedure for connecting Sky Q boxes to your broadband router:-

https://www.sky.com/help/diagnostics/setting-up-sky-q/what-sky-equipment-do-you-have 

[Loulabelle86]

I have reset it and reconnected, it never worked, but now my sons game has stopped updating, everything works fine! 

Hopefully next time he will let me know that he is the cause! 

thanks for your help