Router keeps dropping internet connection daily

[Reghar]

Thanks mae-3 

Unfortunately I have just 5 mins ago reset the system and cleared the log history. I have some sensitive work data that needs maximum security setting at all times. So any fix would need a reduction on these.

I use a draytek vigor 130 modem running dumb so I very much doubt its a modem issue.

Basically what happens is the auto sync and line checks from sky show as as hack attacks on my Asus AX11000. As a personal choice I haven't whitelisted these as it tells me when sky run updates on their gear and let's me re-sync the line.

I find that by doing this every few months ensures me a higher overall speed and keeps the sky router upto date (just incase I ever need to fall back on it in an emergency.)

A BT expert suggested that I resync the sky box to release data to sky periodically  so that they can monitor it and have some data incase I have issues in the future. 

Whether this is actually required is a mystery to me, but it takes 15 mins and the sky router does take a while to sync back up each time I do it, so there maybe some credence to it. Since I started doing it I have had no real issues on the line.

What does happen is that I start to get dropouts issues when these attempts appear on the log files.

If you have any suggestions I am more than open to them as so far it just seems like something I live through and it's a he'll of a lot better than what I had to do before !!

[mae-3]

@Reghar 

Don't whitelist TR-069 stuff from Sky when using your own router is the correct choice for security. 😀

[Lun417]

The same thing has been happening to me for the past few months. The middle light on the router goes out then flashes orange, goes out again then flashes orange once more and then goes back to green. Theres times when it only happens once a day and somedays it happens multiple times a day and it's getting really annoying.

Also ever since this has started happening my fibre speed seems to have dropped slightly as well. I used to get 52-54 Mbps download and 8 Mbps upload. Now im getting 38-41 Mbps download and 1-2 Mbps upload. 

[Reghar]

If your upload speed is dropping that low I think you should be querying it with sky. 

That sounds like an external issue or a routerfault but without knowing more about your situation people probably can't help much. 18 mbs upload is around average 

1-2 is shocking and I think I'd be questioning my bill. Even at 8 it sounds low considering your download speed.

[THX1138]

An update (Old Sky Router ER115 >> New Sky Router SR203)

The 1 minute dropouts have greatly reduced, however, previous to installing the new (Sky Router SR203), these drops had already begun to reduce with the older (Sky Router ER115). See graph below.

Once the line had completed its (DLM), both the ER115 and the SR203 stabilised between 19708kbps – 21929kbps Connection Speed, with the newer SR203 achieving the higher speed. The Noise Margin is roughly the same on both routers at 10.4db at the speeds quoted above.

I still wonder if the decrease in drop-outs is a result of less volume of net traffic following Covid unlocking thus less cross-talk interference impacting the DLM. Just a guess.

Fingers crossed things are now getting better.

[THX1138]

I spoke too soon...

Had a 1 minute dropout very early this morning at 01:56, and as a result the Connection Speed has zoomed up to 33901 kbps and the Noise Margin dropped to 3.2 db. However, from past monitoring, this combination of figures I fear dropouts are a comming on mass.

Will monitor and may be forced to reboot router to try and get DLM to correct itself towards 'stability' rather than 'speed'.

[familylife]

Hi just put date on my original post, I got sent new router and setup 2 weeks later still having same issues rung sky spoke to tech people and they checked and said all good, but then it dropped just at the write time and they found it. Seams they said a problem at exchange. Had open reach engineer ring and said its fine there nut its a problem between exchange and house. Then all well issue found and sorted, seamed ok but was getting occasional drops put down to updates. Then with a WiFi software that someone else posted I checked and I have a lot of WiFi signals in the area all seam to be on either channel 1, 6, 11. So I fixed mine to channel 8 as no ones else's was on that, and then changed to 20 to 40hz. Touch would I am only getting drops every couple or more days reduced by 90% from before. Only thing I can't do is change my sky booster to same channel it doesn't have that option so this sites on 1, 6 or 11 (it's auto detect). So currently I am happier but has taken a long long time to get to this

[Missanna1989]

Hey just wanted to say your not alone here

We moved into our new house in December last year and upgraded to superfast with sky Q

It's been nothing but drama and I've Proly rung sky weekly to complain about the Internet connection

I've had 7 engineers visits at least and they reset the Internet plug outside in my house and works great for 1 day

Some days when I have Internet I test connection it's running on 11mbz or whatever its calls. 

I've posted on here and got a smug **bleep** reply from some idiot who used to work for sky. Super unhelpful.... 

I'm ringing again today and asking them to go back through my account and anyday that drops under there 33 speed I want a refund for and to get another engineer out.. 

But I would love a fix for this issue

This morning alone I've had 3 drop outs and I got up at 7.30...

Never had this problem before upgrading to sky q. 

And we cant use our mini box plus we also paying for a booster it's costing me for our sky package 120 a month now... Wondering if its worth losing our vip status and switching to another company...

Your not alone 

[jrober]

Just started with this drop pout problem. Been a customer for 10 years rock solid connection before, dropped out 10 times thos evening alone, twice during the day, completwely uinacceptable.

[mae-3]

@jrober 

If you have isolated the issue down to the broadband line then you should inform Sky to book an engineer to investigate the fault.

[Reghar]

If its the first time in 10 years you've had this issue then you've done really well. Most sky customers have had these issues ranging from hourly to monthly. Give sky a call as it sounds like its just a new fault and can sometimes be down to simple fixes or equipment failures.

[Chrisee]

@jrober faults happen to broadband lines occasionally its a fact of life. If you had your line for 10 years without one you have beaten the odds.

The first step is to run the connection test in the My Sky app - it can be run over a mobile connection - as thst can book an engineer and will tell you if there is a known issue if it doesnt help then call Sky, calls on your Sky Talk line to 150 are free.

[scarfy1989]

Exactly same issue. Shame no one was able to find a solution.  I've had 4 engineers out and new bb boxes but issue still persists.

All started beginning of the year. 

[THX1138]

@scarfy1989 

It’s like everyone has resigned themselves to the fact that these dropouts are now the new normal.

Like you, my dropouts all started at the beginning of the year, like most others here being the same time.

You have to ask yourself, what do the majority of us all share in common regards this intermittent fault across the UK?

• It’s unlikely that Openreach or Sky changed some exchange/cabinet, hardware/software everywhere, at the same time
• It’s unlikely that it’s a router/firmware problem as all models of Sky routers experience the fault – even non-Sky routers
• It’s unlikely a specific Sky service has the fault as I had dropouts on my old Sky Basic ADSL and also now on my new Sky Superfast FTTC
• It’s unlikely that the internal wiring of all our homes is causing the fault

After reading many posts on this and speaking with a number of old BT engineers, the most likely reason for these dropouts is down to shear user demand on the systems and the number of new users joining the system. The term that you see mentioned called ‘Crosstalk’ which relates to how many live connections there are within a cabinet, running data at the same time, interfering with each other.

If you think about most cabinet capacity before lockdown, it probably never became a nationwide issue and would probably only affect the odd cabinet here and there as they filled up over time – new housing estates etc. Compare that to lockdown with the unprecedented number of people suddenly coming online or getting connected and the high degree of data transfer going on. The Openreach cabinets must have been humming and overheating with the amount of pressure placed on them as it obviously drove them far past their upper operating limit metrics.

Once lockdown is finished, it will be interesting to see if things begin to return to more reliable conditions…

[secretmachines]

Is this graph of dropouts something generated by Sky? If so, how do you access it?

Thanks!