ADSL connection drops and reconnects frequently

[JayHodgkins]

I have a problem which started around 20 hours ago and remains ongoing.

my Sky Q router drops my connection (VDSL2 link DOWN), then enters training, and reconnects. The disconnect and reconnect takes anywhere from 1 to 2 mins but is happening every 5 mins or so. 

Anyone seen something like this before? Router has been fine for years, and when connected everything works great.

[JayHodgkins]

I should add, I have restarted the reset the router three times (once with Sky support) and. Nothing has improved the situation. Everything has been unplugged and replugged in etc. 

[Chrisee]

@JayHodgkins what did Sky suggest beyond a reboot? Probably a line issue but could be a dodgy hub they have access to more data so should either book an engineer's check or send out a new hub to try.

Note you dont have an ADSL connection you have a VDSL partial fibre connection similar name different technology.

[JayHodgkins]

Ahh yeah VDSL.  New hub on way!

apparently mine is quite old, I was an early adopter of Sky Q.

[JimM1]

@JayHodgkins You've had it a good while now then time for a rest, hope they do send you a new Sky Broadband Hub and not one off the refurb units, so look carefully at it when received!

[JayHodgkins]

Well as expected the new hub has not solved the issue. I guess I need to prepare myself for another support call.

the frequency of the drops and reconnects has been worse this weekend than last week. 

the first indication of the issue in the logs is

ptm0.1 - WAN link DOWN.

DHCP lease invalid (WANoE). Connection DOWN.

Clear IP addresses. IP connection DOWN.

Line 0. xDSL link down

followed immediately by a recovery effort Which takes around a minute.

anyone got any ideas?

[JimM1]

@JayHodgkins Is it possible for you to use the link below, it's not everyone's cup off tea to do so, but if you can then the table at the very bottom is the ideal way for your line to be looked at, allow the fields all to fill up and capture the image post it up to the Forum, will take a look at what it's like just incase you have a bad line...

How to read your Sky Hub statistics

The other is run the diagnostic as linked below and see if anything is found.

https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).