Sky Q router keeps losing internet.

[Ian9964]

Help my sky Q router has been losing internet conection every 20-30 mins or so. The internets stops working then the internet light goes out on the router and then turns orange. This lasts for a couple of minutes or so and then goes back green. This problem has been happening for a good few days now and nothing seems to sort the problem. Please help.

[Highlinder]

Have you ran the broadband test to see if it picks up any faults?

[farabaldy]

I have a similar issue, happens 2 or 3 times a day and has been on going for weeks, I have ran the diagnostic and it tells me everything is fine.

[Ian9964]

Yes i have ran the test and it comes back saying everything is normal. I have restarted the router and also unplugged the power for 30 seconds and still had no success.

[Highlinder]

@Ian9964  Could you please post your router stats, this can be done following the link below.

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717 

@farabaldyHave you tried to run the broadband test to see if it picks up any external faults.

[PeeWeddz]

Hi

any chance of help with the same issue? Stats below:

Systems Details

Manufacturer Sky

Model ER110

Firmware Version 2.22.2898.R

DSL Firmware VersionA2pv6F039m1.d24m

---

Modem

Modem StatusConnected

Traffic Type:PTM

Line Rate - Upstream (Kbps):11368

Line Rate - Downstream (Kbps):75712

IPv6 Loopback Address2a02:c7f:e05:c100::1/128

---

Broadband Port

MAC Address70:50:af:da:db:9a

IPv4 Address94.12.172.232

Network TypeMER

IPv4 Subnet Mask255.255.252.0

Gateway IPv4 Address94.12.172.1

IPv4 Domain Name Server90.207.238.97, 90.207.238.99

Gateway IPv6 Addressfe80::2d0:f6ff:fe06:af88

IPv6 Domain Name Server 

IPv6 Global Address2a02:c7f:e05:c100::1/64

IPv6 Link Local Addressfe80::7250:afff:feda:db9a

IPv6 Delegated Prefix2a02:c7f:e05:c100::/56

---

LAN Port

MAC Address70:50:af:da:db:99

IPv4 Address192.168.0.1

DHCPv4On

IPv4 Subnet Mask255.255.255.0

IPv6 ULAfd74:c34f:7c59:0:7250:afff:feda:db98/64

IPv6 Global Address2a02:c7f:e05:c100::1

IPv6 Link Local Addressfe80::7250:afff:feda:db99

DHCPv6On

---

Wireless Port

Name (SSID) SKY5CC0A

Region Europe

Current Channel 1 (2.4 GHz), 36 (5 GHz)

Wireless APEnabled

Broadcast NameYes

[Highlinder]

@PeeWeddzThat is not what we are looking for, if you go to the bottom of that page it says show stats, click on that you will then see what we are looking for.

[PeeWeddz]

Apologies. Would appreciate if someone can delete that post? 

Router Statistics

System Up Time: 29:16:53

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 4306131 7994201 0 10472 10988 29:15:26 LAN Up 1631937 44958 0 147204 358 29:16:53 WLAN (2.4 GHz) Up 1779881 203172 0 72701 0 29:14:54 WLAN (5 GHz) Up 15299462 11407645 0 0 131201 29:14:43

---

Broadband Link Downstream Upstream Connection Speed (Kbps) 75712 11368 Line Attenuation (dB) DS1:14.7    DS2:36.2    DS3:54.4 US0:5.2    US1:28.7    US2:43.2 Noise Margin (dB) DS1:3.5    DS2:3.5    DS3:3.4 US0:6.4    US1:6.3    US2:6.3

---

[farabaldy]

Hi

I have tried to run the test and it says everything is working fine, I have not reset the router for quite a while its stuff i have done in the past as I have been having issues for a long time, I did raise another post regarding my initial issue which I worked out was being caused by my SKY Q box but since I disconnected this from my switch that problem disappeared (this was in May) and now I keep losing internet connection, this has been going on for pretty much the whole of June multiple times a day.

Here is a copy of the stats if needed

[farabaldy]

I guess I am not allowed to post a picture

Router Statistics

System Up Time: 171:29:04

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 2646730 2414116 0 55675 42104 03:07:35 LAN Up 150691168 101912877 214 559564 81228 171:29:04 WLAN (2.4 GHz) Up 6440478 1984677 0 8030 6620 171:27:39 WLAN (5 GHz) Up 44413462 15833213 813 31830 11737 171:27:26

---

Broadband Link Downstream Upstream Connection Speed (Kbps) 79999 20000 Line Attenuation (dB) DS1:10.4    DS2:22.7    DS3:34.5 US0:3.4    US1:17.4    US2:26.2 Noise Margin (dB) DS1:13.4    DS2:13.4    DS3:13.4 US0:11.1    US1:11.3    US2:11.3

[Highlinder]

@farabaldy  Can see a drop on the connection, what does the broadband test say when you run it?

[farabaldy]

My broadband results

Your internet

Status: Good

79 Mb/s

Access line speed to your hub is 79 megabits per secondAccess line speed to your hub

More about your connection

Your devices

Status: Good

0connected devices

[farabaldy]

I have done it again, i have done this test many times and it is very hit an miss if it shows connected devices or not, I am not really sure why sometimes it thinks nothing is connected.

My broadband results

Your internet

Status: Good

79 Mb/s

Access line speed to your hub is 79 megabits per secondAccess line speed to your hub

More about your connection

Your devices

Status: Good

18connected devices

View all connected devices

Having an issue with your phone? Get help to fix a problem with your phone.

[PeeWeddz]

Almost the same as my situation. Can you tell me if it's a total block of your internet ? Some websites and apps work for me, some don't. I've seen nothing like this before. Ironically the sky site doesn't work. The internet check shows no issues. 

[farabaldy]

my internet drops completely but everything does not all drop together, i do online gaming and use discord for comms, my game drops out as does my boy's game, but discord stays connected and although i can not hear anyone they can all hear me, then after a couple of minutes discord will also disconnect, to me it almost seems like my ping gets that bad that nothing can cope and the programs i am running that are more critical for the ping drops offline first then other stuff drops at at a slightly later point and then the router light goes off and then starts to flash orange.