Broadband Issues

[MAT812]

Hi there,

Me and my family have been having this issue with our router for the past 4 months on and off, it's been a lot more recursive in the past 2 months though. Our problem is that the internet for both Wi-Fi and ethernet drops out randomly throughout the day with the only one that seems to be re-occuring is when it drops out at roughly 1am everyday for approximatnyl 10/20 minutes.

We discusse the issue with the support team from Sky and we were told that we supposidly have too many devices connected to the router at the same time effectively causing it to 'drop out' and forcing itself to reset itself to find a better Wi-Fi channel. We have now also been told to effectively try to cut some of the devices out from the router connection and wait until fiber gets added to my area (as we're still waiting , I've already checked Openreach's website and it's going to be done in the next 12 months).

If there is anyone that is well-versed to educate me on why my router is doing what's doing I'd love to be informed about this. My step-son is quite well educated with technology and computers but can't seem to find the issue and doesn't understand the networking charts (he does know about internet speeds and the maths behind it though)

[cookiemonsteruk]

@MAT812 

Your noise margin is high. It should be between 3-6db and usually indicates a line fault . Can you run tests from your my sky app and post the info in more about your connection

[MAT812]

There you go @cookiemonsteruk 

 

[cookiemonsteruk]

@MAT812 

Normally the more about you connection screen  would bring up your guaranteed speed . However taking into consideration the high noise margin, your upload speed and the big red flag on those details i am sure you are below thdm guarantee. You could call sky or we can escalate directly to sky

[MAT812]

I'm guessing you're talking about this screen? @cookiemonsteruk 

From the previous message I had sent, I was able to book an engineer in for Thursday anyway but thought I'd get a second opinion on this. I'm hoping this is the screen you've asked for

 

[TimmyBGood]

@MAT812 

Also the 34999 figure for inbound speed is an artificial cap imposed by Openreach Dynamic Line Management to enhance stability in the face of adverse line conditions.

[jamesn123]

@MAT812 

The dropping you are reporting is likely DLM resetting the line because you have a line fault. You need to get back onto Sky and have them send an engineer out to look at it.