Router keeps dropping internet connection daily

[Richie+RVF]

Hi Mr+Whipp,

many thanks for your reply.

I have tried, many times, calling SKY but get nowhere. Also, the number I was given as a SKY VIP Black member doesn't work.

You say to call 150? Apologies, I don't understand?

The only option for me was to use the text message service, which worked fairly well but obviously is limited.

If you wish I can give my account number?

Thanks again,

Richie.

[Richie+RVF]

*apologies, SKY VIP DIAMOND

[Mr+Whipp]

Thanks for the hasty response.

Sadly here on the forums we can't accept or request personal information for data protection reasons.

You will need to call to get further assisstance, if you dial 150 from a sky landline you will get through to our sky team to get further assisstance as they legally have access to your accounts.

[Richie+RVF]

I understand,

I do have Sky Talk, but, I do not have a landline, the package is included with my broadband.

[Anonymous]

Same issue here, connection drops several times a day, lasting from 30 mins to 5 hours at times. I know it is not the hub because mine is only a year and half old. Ran diagnostics, no issues. Followed every guide and everything is connected as it should to get the best connection. I believe its a local issue as i am not the only one in my neighbourhood with this problem. Been a customer for many years and never had any problems until i moved to a new area a year and half ago. 

I work and study from home and I have assignments due. Due to the frequent loss of connection on a daily base since the 27th of May I am marked with bad grades for not handing in my assignments on time! I also provide an essential service as council worker and need to be able to connect to the internet for this. I am not looking to spend an hour on the phone to be able to speak to someone. Can an engineer come out and fix the local neighbourhood issues please?

[Chrisee]

@Richie+RVF you do have a landline if you plug a phone in it will work. Every Sky broadband customer who is not on the horrendously old "Connect" product has a Sky Talk line and number - you will be billed for calls but calling Sky on 150 is free. 

[Chrisee]

@Anonymous Sky staff cannot pick up your details from a forum post as is clearly stated in an earlier reply.

You can run the connection test in the My Sky app which can book an engineer if it finds an issue. If that doesnt work you will have to call Sky - no need to waste your time just put the phone on speaker and get on with your work. Calls on a Sky Talk line are free just dial 150 and ignore the priority message just stay on the line you will be answered.

[Rimsy1]

Had same problem for months. Intermittent broadband light goes off, then flashes amber, then goes green. Can happen once twice or several times a day. Sky app sometimes says all ok then other times says your broadband could be better - contact us. Pretty fed up as I had Openreach out 3 times and still have the problem.

[Jenny81]

i have the same issue, posted logs on eariler post. since monday i have had 10 disconnection, ran all the test suggested, fed up ring sky they ask the same question, restart, plug into master socket, send us a pic of the socket, oh we will send an engineer out, come out see no problem, see rinse and repeat

[Rimsy1]

For reasons unknown my problem seems to have gone. The app now gives me 3 green ticks when I run tests and I am now getting a constant 39mbps with no disconnections (or none that I have noticed) and 3 permanent green lights on the router. Fingers crossed it stays like that but I'll be sure to let you know if it changes!!

[Scoobydoo55]

I have the same problem keep losing internet connection during the day.

Devices are on Wi-Fi & wired connection.

I have reset the router several times, but still keep losing my internet connection.

Two poeople working from home so this is a real problem.

When it comes back its all O.k.

[welshguy2017]

I've been having the same problems since having the new router, I pay extra for the WiFi boost, but I'm having connection issues. The engineer tested the line and installed a new phone line. On the second visit the engineer said it was my pc that was causing problems. Even tho my mini box freezes when no other device is connected. I have done a software update and deleted my recordings so I have extra space.

[Chrisee]

@welshguy2017 give Sky a call as where customers have issues with Q tv boxes losing connection they will send one of their own engineers to check signal strengths or they may send a booster to install yourself.

Some properties are WiFi unfriendly as the internal walls are either very solid or have something like foil faced insulation in them where that is the case you may need extra help as boosters are not the best solution. My own home has issues like that so I bought some Powerline adapters which use the mains cabelling to carry the signal from the hub to 2 of my Q TV boxes which solved the drop outs I had before and massively improved WiFi speeds of their hotspots.

[Steph-Gg]

Which adapters worked for you @Chrisee Thanks

[Chrisee]

@Steph-Gg @I use Devolo 1200+ units but mine are around 3 years old. Most newer units should work but only expect to get 20 to 30% of the rated speed. TP-Link make some good units as well.