Sky Broadband Hub Router randomly rebooting

[TITHERS]

Our internet has dropped out 3 times so far this morning (and at least once last night).  When it drops, I check the router and can see it is mid reboot (i.e. it has one or two lights on and after a minute or two everything is back up to normal).  It's becoming a pain as it keeps dropping out work calls (my wife is on a Teams call until lunch is having to dial back in every half an hour or so when the internet drops out).

I've hunted on the Sky website but cannot find where I can log this fault as the line tests fine (the fault is intermitent... and I can't run the test on their website whilst the internet is down as I don't have internet to access their website).

I've checked with neighbours also on Sky and their internet is fine.  I've also checked firmware and there are others on the same firmware as me who aren't having problems.

Any advice?  How can I log this with Sky?  Anyone know a fix?

Thanks

Ed

[cookiemonsteruk]

@TITHERS 

Can you post your router stats

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[TITHERS]

[TITHERS]

[cookiemonsteruk]

@TITHERS 

Full fibre fttp with only 30 minutes of system time . No useful info.

Does the los light on the ont box go red.?

Could you leave it a couple of hours and post the stats again. Also from the router-> support section can you copy and paste the syslog (you may have to edit the time stamps)

And post the results of an ethernet speed test on fast.com

[TITHERS]

Just went down again .... seem to be every 30-40 minutes or so.  Two screen grabs just after it came back up... about 10 seconds apart.

[jamesn123]

@TITHERS 

Looks like the router may be faulty. I've flagged your post to Sky, look out for an email or message on the forum

[cookiemonsteruk]

@TITHERS 

What about the LOS light on the ont?

 

[TITHERS]

@cookiemonsteruk 

Power, PON and Status lights all solid green

Port 1 light flashing green

All other lights off (inc. LOS).

Internet is currently working with this setup (but I'm sure it will cut out again before long).

[cookiemonsteruk]

@TITHERS 

Keep an eye out on the los whenever it goes down again it will help diagnose faulty router or loss of signal (los).

This post has been escalated by @jamesn123 so have a read below to see what to expect

This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[TITHERS]

I'm guessing the call a moment ago on my landline from 'Sky Technical Department' is a coincidence... especially as he hung up on me when I asked him to prove he worked for Sky.

Caller: "I'm calling from Sky Technical Department.  Our servers show that your internet speed is slow"

Me: "Can you prove you work for Sky? I not going to share any personal details unless I know you are from Sky"

Caller: "I don't need your personal details, I'm going to fix your slow internet"

Me: "How do I know you work for Sky?"

Caller: "You can keep your slow internet and personal details to yourself..... *hangs up*"

[cookiemonsteruk]

@TITHERS 

Total scam and coincidence . Escalations are not instantaneous and sky will contact via secure online chat. So expect to be asked security questions

[TITHERS]

@cookiemonsteruk 

Just dropped again and no change to the lights mentioned already (LOS remained off and others remained on or flashing).

Sky Hub lights went out apart from power and voice.  Power remained green.  Voice went amber for a couple of minutes before switching to green once fully back up.

[cookiemonsteruk]

@TITHERS 

Sounds like a faulty router

[Greenfingers001]

Thank you for escalating this. We have now sent an invite to chat 🙂