Router keeps dropping internet connection daily

[Kozak]

Unfortunately all I can see on here is those with same problems no actual solutions.  Directing people to sky is futile because if their solutions worked most of us would not be on here. 

[Lisa-P1987]

Update - We have booked an engineer for @MRTU now to resolve the issue after replacing the equipment 🙂

[Richie+RVF]

That's positive news for @MRTU, any possibility SKY could do the same for me, or others with the same issue?

It is all but impossible to get through to anyone on the phone, I have reset my router/boxes many, many times and I still have issues every single day, multiple times on most days.

Thanks,

Richie.

[familylife]

Well its been a few months since i have posted and seen others with the same issue, for me i have just given up trying to sort this as i am told its to do with having to many items connected to the WiFi (questionable) so requested fibre and low and behold i cant have get it as apparently its not in my area!! others in my street have it with other media companies but not sky. and i know its there as seen it being put in the ground.

So i am still getting drop outs but i am now also getting issues with the pictures on the TV which keeps freezing for a second or so then continuing, and also getting complete freeze ups with the Q box and have to turn it completly off and count to 20 and turn on then its ok until the next time.

Sky i have been with you for years (double figures) and the last couple of years has been the worst time for issues and getting fobbed off with unconclusive replys which dont make sense. so if you are help others that have posted after my initail one why am i still getting the issues .  Ringing directly through sky app gets you to an agent but then its off the crib sheet and nothing rely gets resolved just told the same thing over and over. loyal customers should get higher assistance as its us that keep you going.

Thats me done for today.

[Richie+RVF]

@ family life, I feel your pain!

My Sky Q box does the same, freezing and jittery images.

I am also with Sky for a long time, heading for 20 years now, and it too has been very bad for me, particularly over the last while, since I signed up to broadband in fact.

I'm paying for a service that is not being provided.

I wish Sky would actually take an interest and try to help, instead, as you say, you try for a very long time to get through to someone only for them to follow a script.

Someone needs to take ownership of these issues at Sky.

[PhilE81]

This thread has been so interesting to read.

I had perfect internet for 12 months then

in December I had someone come out due to slow connection and drop outs

Fixed slow connection and drop outs seemed to be very infrequent.

In January had another engineer out due a fault Sky had identified, the engineer didn't find a problem.

In Feb had another engineer due to slow speed and drop outs.

Speed has been resolved but drop outs are still 1 to 2 times a day.

There is no rhythm or rhyme to it but all lights on the router stay on but everything wireless and wired just drop for about a minute up to a maximum of 5 minutes

Then it fixes its self and works perfectly with all devices quickly going back online.

It happened 3 times today so called Sky and have a new router come this week, my worry is after reading this thread that a new router is not going to solve the issue.

I have the following

Main Router

2x Sky booster

Sky Q box

Sky Q Mini

i would say I have a maximum in of 20

devices connected but normally about 6 active at anyone time.

As I say perfect internet for 12 months then a nightmare ever since.

The fact so many are having the same issue tells me it's not a line issue but a hardware/software/firmware  issue.

As anyone actually resolved this issue yet? 

[Expert+User]

An engineer / new router will not fix the issue, its a flaw in the router itself, it cannot handle things connecting to it. I have fibre, open reach came out and checked the line, they said the line is perfect and blamed the router, I had the router swapped and exactly the same issues, sky told me not to connect things to it and when it goes down to reset the box, thats it, they will not help anymore. If I don't like it then I can cancel, their exact words.

[MRTU]

I had a very long chat going with the Sky tech, they eventually booked a Q engineer.

Waiting for him to arrive I have not put any updates on the chat for two days. And it vanished. That's a massive shame because it was full of information. 

sky q engineer arrived on Friday, spent 2 hours here. We went through exactly the same routine, resetting boxes. He suggested that changing the main Q box might help and also noticed that I was given the wrong size Qbox although I had paid for the higher spec one.

we went through the whole shebang again.

The boxes were losing connection right in front of him. I felt good, vindicated, after all I am not mad. Smoke that you snotty Helpdesk people. 

He called the "deep dive tech team"? and after a long call said "there is inference from boxes, we have no idea what is going on"!!! He said that he and his colleague think that it might be the master socket at fault. I have been saying this for months now, it is a cheap part to replace, if nothing else, to eliminate it. 

Suggested that I call the broadband tech team, ask them for deep dive results and they will take over and send me a BT engineer. He gave me a number and said "this is direct, you don't need to go through lots of option menus. " well he was wrong, I still had to argue with the robot who cannot understand a flipping "yes" or "no". 

Eventually I spoke to another Helpdesk person, who still wouldn't believe that there could be a problem at my home. "Arrrrrgh". Why do they assume that I am an idiot and must be doing something wrong?

He would not book a BT engineer but begrudgingly agreed to book a network engineer. They are going to go through the same thing, resetting all boxes etc. Scratch their heads. And maybe/ hopefully find a solution. Here is to hoping. 

In the meantime, I have been paying my subscription in full for months and not getting the service I have paid for. Not one sky person said "sorry" yet or offered a refund or compensation. 

I have also now lost all recordings. But got the box I paid for. 
@Lisa-P1987 

[PHogie]

Interesting read in this thread. I'm having the same issues as many others. Been with Sky for many many years and only with Sky broadband sisnce I moved house 2 years ago. All was fine until the last week. Internet going several times a day. Internet light on router going from green to amber to off intermittently. I've done all the online checks and system checks, can't get to talk to anyone on the phone. The text service is a joke as it takes me back to where I started. 

Any chance at all I could speak to an actual human being???? 

Trying to work from home, getting dropped out of meetings randomly and having to use hotspot on my work phone. I can't believe you can't pick up the phone and talk to someone....unless of course you want to buy something! That's very easy to do!! 

From the thread it sounds like I need an engineer or a new router but how can I sort this if I can't speak to someone. Please help! My daughter is trying to do online college lectures too so we are cracking up. 

Thanks in advance guys. 

[familylife]

PHogie

If you have the App try calling through that as if you have been with them for years you should be VIP, thats how i got through and, it still asks about essential works etc but just keep on and it will put you through, thats how i did it way back in March last year.

[PHogie]

Thanks @familylife . I don't see any option on the app to call from there. I've tried all the numbers but only get an automated thing that sends me the same text each time that links back to the same web page to perform the same tests I've already done. 

Am I missing something in the app where there is an option to call from there? The number in the app is an automated thing and I can't get to speak to an operator. 

[Skull+Treaty]

---

@PHogie wrote:

Thanks @familylife . I don't see any option on the app to call from there. I've tried all the numbers but only get an automated thing that sends me the same text each time that links back to the same web page to perform the same tests I've already done. 

Am I missing something in the app where there is an option to call from there? The number in the app is an automated thing and I can't get to speak to an operator. 

---

@PHogie 

Following this link, https://www.sky.com/help/home scroll to the bottom and expand the Need more help? section for a number. If you have Sky Talk, dial 150,

When through, do not hang up if asked to do so, you should end up being put into a queue to speak to someone. The wait can be longer than usual, calling first thing (as early as 0700) or towards the end of the dat (around 2000) the lines are less busy.

[familylife]

@PHogie when opened the app look for sky VIP at bottom of home page, just found out they have taken it off and just given numbers. sorry i havnt tryed it since but will have to as mine yet again dropped out 4 times in 3hrs and the middle light went red, so its a phone call when i am back home again.

[PHogie]

Thanks @Skull+Treaty . I tried that link already and that 00333 number is coming up as not valid (it could be a call from the UK number, I don't know). I do have Sky Talk but don't have a landline phone. I may need to pop out and get one as an 'essential service'! 🙂 I'm getting desperate now! 

[welshguy2017]

I seem to be having the problems since having the new 4.2 sky q router. I pay £3 extra a month for WiFi guarantee, I'm having an inferior service. I have had an engineer visit which was a waste of time it solved nothing. He said Sky are working in an update to solve the connection issues. Terrible service considering how much we pay for sky.