Router keeps dropping internet connection daily

[Kenneth012]

We had the same issue. Everything drops out god know how many times a day. 

Had several engineers come round, each made the problem a little better but it still persists.

The one who came today suggested checking every item you connect to the network. 

Amazon devices tend to be a particularly difficult bunch of tech when communicating with sky internet. 

He adviced to reset the network completely then reconnect them in batches (2 or 3 at a time) and see if that any device is causing the drop outs.

We've got:

Newer sky router

2tb main sky q box

3 mini boxes

1 booster.

[MRTU]

So the Sky Network engineer arrived last week. 
checked the boxes, and said she could see immediately a couple of problems. 
She asked me to reset the router and also gave me another booster. So I now have 6 (six) sky boxes in my average size (really not big, very small 4 bed detached) modern built (no thick stone walls) house. 
I asked her if I can get the newer router with 4 Ethernet ports. She said that it would be £5 extra a month. I asked her if I can get refund then for the last 9 months that I have not received what was promised to me. That should pay for a few years of £5's.!!!

she asked for a picture of the master socket and immediately said that it is too old and needs to be replaced. WELL, I HAVE BEEN SAYING SO FOR MONTHS. 

she left, leaving the call open hoping that a BT engineer will come soon. I BELIEVE IT WHEN I SEE IT. 

Of course, I still have to reboot 2-3 times every day, Sky mini boxes keep losing network connection or Qbox connection, and I keep cursing Sky. 

@Lisa-P1987 

[MRTU]

So the Sky Network engineer arrived last week. 
checked the boxes, and said she could see immediately a couple of problems. 
She asked me to reset the router and also gave me another booster. So I now have 6 (six) sky boxes in my average size (really not big, very small 4 bed detached) modern built (no thick stone walls) house. 
I asked her if I can get the newer router with 4 Ethernet ports. She said that it would be £5 extra a month. I asked her if I can get refund then for the last 9 months that I have not received what was promised to me. That should pay for a few years of £5's.!!!

she asked for a picture of the master socket and immediately said that it is too old and needs to be replaced. WELL, I HAVE BEEN SAYING SO FOR MONTHS. 

she left, leaving the call open hoping that a BT engineer will come soon. I BELIEVE IT WHEN I SEE IT. 

Of course, I still have to reboot 2-3 times every day, Sky mini boxes keep losing network connection or Qbox connection, and I keep cursing Sky. 

@Lisa-P1987 

[THX1138]

Hello All

I posted the exact same issue on another thread, but thought I’d chime in on this running thread of the same topic.

Like everyone else here, my Sky internet was rock solid, for years and years, with never any dropouts, until January 2021 (had one blip back in April 2020, but probably not connected – but could be).

Then in January 2021 the dropouts begun… Below is my diary account:

At that time I was on Sky ADSL, using my own TP-Link router. Yes my ADSL was only 8mb, but it was rock solid and never ever dropped out. Then out of the blue woke up on the 29th Jan to find my internet down. I rebooted the TP-Link and all was good.

Then on the 4th March, same thing again, woke up to find no internet. Rebooted and all was good for a couple of days.

7th March, woke to find no internet, so I swapped out my TP-Link router for my old original Sky SR102 router, just to see if the TP-Link was maybe at fault.

From the 8th to the 10th March same wake up in the morning with no internet issue, rebooted the Sky SR102 router and all was good until the next morning.

Then on the 11th March things got much worse. At 3pm internet went down for 3 hours and rebooting the router made no difference. I was truly hacked off and called Sky VIP Diamond support, who were very friendly. I explained everything and they quickly booked a Sky Eng, who came around that evening and handed me a new Sky Q Hub router. I installed the new Sky Q Hub router. Then at 20:00, internet went down for the rest of the evening. Not good…

12th March called Sky back and this time they booked an Openreach Eng. Openreach Eng came to our house for the 15th March. Strange thing is that within an hour of Sky booking Openreach, the dropouts improved to only happening for a few minutes each time – Openreach must have done something at the exchange?

15th March Openreach came to the house and tested the line between our house and the cabinet – this checked out fine and the internet was then stable for a few days.

Then on the 18th March the 1 minute dropouts begun happening throughout the day. Called Sky again, who were beginning to scratch their heads. One thing I did decide to do at this time was to upgrade from my basic Sky ADSL to Sky Superfast FTTC – it would be cheaper and it would also eliminate any copper cable issue between the Exchange and the Cabinet.

Upgrade happened on the 25th March successfully and I now get 24mb instead of 8mb, which is nice.

BUT, I am still getting these 1 minute dropouts at least once every day mainly around 02:00am. But these dropouts can happen at other times in the day and on some days may not happen at all – so very random. Since the upgrade to Sky Superfast FTTC these random dropouts are always 1 minute in duration.

Obviously, these dropouts of any duration or any frequency are not normal. Broadband should be ‘fit and forget’!

My feeling is that something is happening at the Exchange causing these dropouts. Based on now having used different routers, having had the line checked and having now moved from ADSL to FTTC, the only place left is the Exchange.

That blip issue I had back in April 2020 was found to be an Exchange issue, due to some equipment issues. There was mention of ports becoming unstable and needing resetting or cables being physically swapped around from intermitted ports to better ones. Before April 2020 I never had to call Sky for 10 years!

Another thought is that with everyone staying/working at home due to C19, maybe the Exchanges are unable to deal with the unprecedented required level of throughput, hence internet IP address connections are dropping out and reconnecting due to this.

What would be very interesting to know is if any Sky FTTP customers are also experiencing these dropouts or if it’s only ADSL and VDSL (FTTC) customers?

Cheers

[PHogie]

I'm no better off a couple of weeks later. Gone to the point of it dropping every day from about 12 noon to 8 or 9pm. Yesterday it didn't come back at all and this morning it's still gone. Still can't get Sky on the phone so I wrote to them and I'm waiting on a callback. I'm going to cancel and go with another ISP if I don't have any luck. Impossible to work with it like this. Thanks for the reply. 

[THX1138]

If I was a conspiracy theorist, I’d almost think that Openreach was subtlety putting a kibosh on Sky customers connections in order to help bolster their defection over to BT FTTC or FTTP - get people off of the copper circuits, which will start being removed in a few years time.

It’s also strange that a lot of these issues tended to coincide with C19 lockdown as before lockdown my connection had been rock solid for years. I still wonder if the Exchange capacity is just not able to cope with demand and maybe BT customer connections have a higher QoS level by Openreach compared to Sky customers - now I'm sounding like a conspiracy theorist 😎.

Cheers

[supersi04]

Hi, so not just me!

Same thing others have said where, apart from need to get a booster, it's been solid for last year since installed at new property. Today the internet drops and then comes back with the time down varying but never up for more than 10 mins. I've followed the online help, had auto check of line, checked everything but still doing it. Engineer booked for later in the week. 
Working from home rest of this week will be an issue.

[THX1138]

Hey @supersi04

Like you say, working from home is now an issue – especially if I’m presenting in an MS Teams meeting.

On the face of it, a 1 minute drop out here is there is not a massive issue on my upgraded Sky FTTC Superfast package – the drop outs were much worse under Sky ADSL, sometimes lasting hours, but at the end of the day any type of frequent drop outs, of any duration, should not be happening.

The key point here is that until fairly recently – before January 29th 2021, my Sky internet connection was as solid as a rock, never dropping out. And this dropping out seems to be affecting a lot of people.

So, what has changed? At my end nothing has changed, so it must be something at Openreach’s and or Sky’s end.

But what?????

[Kozak]

Was seriously thinking about getting a second router but then I bought a. TpLink power line booster (must be power line that uses your home wiring circuit) £39.99. If a lot cheaper then probably not ther correct one.  Bought after watching a YouTube video, the guy even had top spec router when he had the problem.  A friend of mine also had the same problem and it worked GIR him. We both work from home and it was becoming a serious issue. It's plug and play and once the main plug is in you can add booster plugs as needed to get full coverage. They even come with Ethernet connectors and sockets for even more reliable connection.  I've used there normal boosters and they are great but these power line ones are a revelation. 
Seems to work for me since using it. Speed may still drop but I no longer lose connection.  Hope it works for you guys.  I've had sky boosters in past they are pretty useless.  Had the tpLink for 2 months now and no drop out yet. Still think a company like sky should provide better routers. If they don't want customers to walk.  When I tell people about internet problems including retailers they always give that look and say have you got sky?  I used to suspect BT but the open reach engineer actually boosted my speed by 80% just by changing the way the wires were connected. And said it definately was not a speed issue. He also suggested disconnecting data heavy devices  such as play station when not in use. But so far I've had no issues since using the tplink boosters. 
hope this helps a few of you out there. 

[vie]

Hi. Has anyone actually had a positive outcome from this issue. It's been happening to me since May 2020 but has gotten so much worse lately with today (easing of lockdown) almost tipping me over the edge. it has been down more then it has been connected.
I pressed the 'reply to this thread' button at 17:35 hours apx, then it went down again and reconnected at 17:46 hours. 
I did phone sky at the start of 2021 and they blamed lockdown. (As I write this my connection has just dropped out again) I refused a new router as I am determined to leave sky broadband as soon as my contract is up in July. I can't pay money for a service I am not receiving. before anyone says it I've done all the reset, test connnection diagnostic (when it opens and connects to my sky app) and check phone line all to no avail. 

Note I've been sitting here waiting to post this and the connection has reconnected and allowed me to post this at 18:04. No exaggeration when I say this is the 20th + time it's dropped out today alone 

[Expert+User]

For me the issue still exists, I have to reboot the rooter once or twice a day, if I am lucky sometimes i get 2 days before manual intervention is required, it is very random for me in regards to when it will drop out, also when it does go down the app tends to stop workig at the same time and i get the 'We cannot test your connection at this time' error message. Very convenient for Sky.

[tv61]

Yeah this has been happening to me to for the past couple of months. Ive noticed that it happens when people enter/leave the house and my router is near the entrance. Its really weird but it happens literally everytime I'm starting to think its a problem with the router firmware. I've had a host of other problems, I've just given up after they've sent me 3 different routers all with the same problems. The second I find a better deal than Sky I'm going to seriously consider leaving after being with them for years cause its just getting ridiculous.

[Paul+O+1976]

My router has completely gone down this morning, but it looks like the connection externally is the issue, Sky say sending an engineer, aim to fix the problem with 2 to 5 days, ridiculous when working from home

[Expert+User]

I am suprised they did not offer you a premium next day slot, At an additional cost of course ££££.

And I still have to reset my router every other day. I may get a smart plug and just schedule the reset every midnight. Should not have to resort to such measures but I am going Insane over this problem.

[Nicola+Nik-life]

We are experiencing the same issue.  We are unable to do a 'test connection' stating that there is a problem with connection.  I have logged a written complaint as SKY don't seem to offer a solution to the problem for this problem.  If they do not reply or if the problem persists after they offer a solution then I will be taking it to OFCOM so they are aware of the problems consumers are experiencing.