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Discussion topic: Broadband Droputs Too Frequent

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This message was authored by SLT81 This message was authored by: SLT81

Broadband Droputs Too Frequent

Hi,

 

After a recent Openreach visit to address frequent dropouts it has gotten worse and is now happening at least 8 or 9 times a day, which is playing havoc with work and education in our house. I'm struggling to get through on the phone due to having to fit round work so I'm trying here for the first time.

 

Router stats are;

System Up Time: 276:57:50

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 152635 251783 0 662781 2552333 00:19:45 LAN Up 47014350 18394550 0 626591 92608 276:57:50 WLAN (2.4 GHz) Up 64621631 36145572 0 813738 465292 276:56:47 WLAN (5 GHz) Up 107649649 65003172 0 0 0 276:56:12


Broadband Link Downstream Upstream Connection Speed 69751 kbps 20000 kbps Line Attenuation D1(12.4 dB) , D2(31.0 dB) , D3(47.0 dB) U0(4.1 dB) , U1(23.8 dB) , U2(37.1 dB) Noise Margin 6.4 dB 6.6 dB
Poll Interval:
Seconds (at least 3s): 
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This message was authored by Highlinder This message was authored by: Highlinder

Re: Broadband Droputs Too Frequent

Posted by a Superuser, not a Sky employee. Find out more

Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.



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SLT81
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This message was authored by SLT81 This message was authored by: SLT81

Re: Broadband Droputs Too Frequent

I've done that several times and it shows nothing. 

This message was authored by Highlinder This message was authored by: Highlinder

Re: Broadband Droputs Too Frequent

Posted by a Superuser, not a Sky employee. Find out more

@SLT81It would then be best to give Sky a call and report this fault, they can run more in depth checks of the line than the broadband test.

 

Just dial 150 on your landline, you will be asked the nature of the call say " Technical  ", you then may be asked for a mobile number give this, but DO NOT hang up even if asked to do so. This should get you dropped into the queue to speak to an advisor.

 

Lines open at 7am till 11pm. With the best times to call are early in the morning or after 8pm.



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This message was authored by Chrisee This message was authored by: Chrisee

Re: Broadband Droputs Too Frequent

Posted by a Superuser, not a Sky employee. Find out more

@SLT81 i would advise calling Sky to report that the enigneers visit did not sort the problem, The difficulty is if there is an intermittent fault like bursts of noise unless one happens while the enginerr is testing they can't identify the cause. The normal process is to sort the most obvious causes such as an old master socket, change the hub which ofren sorts the problem. Unfortunately in some caees like yours it didn't.

 

If it is intermittent noise see whether you can connect the drops to events in your home such as appliances switching on or off. The cause is most likely to be local but msy not be. Its worth asking your neighbours if they are having the same problem no matter which isp they are with if they are using the phone lines. Multiple reports will get more attention from Openreach. 

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
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