Broadband Dropping Out

[MikeyLB]

My wifi connection keeps dropping out with Sky. When I run a status check through sky.com it states everything is fine with the line and area. If I speak to customers services about it - they just check the speed. This is despite me agreeing there are no issues with the speed, when working. It's the reliability of connection that's the issue! 

After restarting the router the connection comes back but after a couple of hours the issue happens again.

When the connection drops the internet light switches off and the voice light changes to orange.  

As seen in other discussions below are my router statistics: 

System Up Time: 132:54:41

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 627964 2090060 0 80082 252143 04:57:49 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 2740936 152449 0 13355 0 132:52:57 WLAN (5 GHz) Up 46460770 18369067 0 0 101319 132:52:51

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Broadband Link Downstream Upstream Connection Speed 35000 kbps 14998 kbps Line Attenuation D1(14.1 dB) , D2(30.7 dB) , D3(45.6 dB) U0(4.9 dB) , U1(22.8 dB) , U2(34.0 dB) Noise Margin 10.1 dB 12.7 dB

[cookiemonsteruk]

@MikeyLB 

Its the speed that gets the engineer out

Connection Speed 35000 kbps 14998 kbps Line Attenuation D1(14.1 dB) , D2(30.7 dB) , D3(45.6 dB) U0(4.9 dB) , U1(22.8 dB) , U2(34.0 dB) Noise Margin 10.1 dB 12.7 dB

So from that both download and upload speeds could be better. So theres a line fault somewhere . Any ideas what speed you where told to expect

[MikeyLB]

We were told that it would be in the range 50-72.

[cookiemonsteruk]

@MikeyLB 

If you've already been thru to sky and told everythings ok then we can escalate to sky themselves

[MikeyLB]

@cookiemonsteruk 

We were told that it would be in the range 50-72.

[cookiemonsteruk]

@MikeyLB 

As i say i can escalate this so hopefully a sky rep can engage with you in a chat session

[cookiemonsteruk]

@MikeyLB 

Please check back on this forum using preferrably a chrome browser

I've escalated your post via the community chat. 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 a red and blue chat bubble. When the chat bubble does appear you have 48 hours to respond or it will be automatically closed.

[MikeyLB]

@cookiemonsteruk 

thanks so much, appreciate your support

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to MikeyLB.

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.