Broadband Keeps Dropping, Nobody Can Work Out Why

[LucyT02]

Hi Guys,

Please excuse my ignorance as I'm not very familiar with how broadband works, but I would appreciate any help with an issue I've been having for quite some time please! 

At the start of the year, I started noticing my internet connection would drop, but it wouldn't show on the router as all the lights would stay green.  Devices that were connected directly to the router via ethernet would lose connection, the wifi would drop and for a few moments there would be no internet at all (the router would behave as if everything was fine, with everything staying green) then eventually it would come back and everything would be okay.  This wasn't too much of an issue as it was fairly infrequent, but it got progressively worse to the point where even my TV - directly above the router and connected via ethernet - would lag and struggle, and this would obviously impact everything connected to the router, both directly and via wifi.

I get very good speeds, the last test shows 151 Mbps download and 30 Mpbs upload - when it's working it's really great! 

Sky have run all sorts of various tests and even sent an engineer out, but they can't find anything wrong.  I've had two new routers; the first one was refurbished and didn't make any difference and the second I think was new, the latter of which has definitely helped, but it is still an ongoing issue.

I've added an Eero router which again helped a little (I've tried it all with both wifi on the original Sky router turned on and off) and I've added an Eero extender which has improved my signal in the bedroom, but we're still getting a lot of drops and my son's bedroom is right next to me with very poor signal, which is very strange since we live in a tiny 2 bedroom bungalow.  

Today I've just tried adding a new ADSL cable to see if that makes any difference, but early impressions are suggesting it hasn't.  

I am running out of ideas and Sky don't seem to have any suggestions, so any thoughts here would be amazing please! 

[JimM1]

@LucyT02 Are you on a G.Fast connection using a OR Master phone socket and also the Black SR204 G.Fast sky hub?

[LucyT02]

Hi Jim,

Thanks for your reply - are you able to advise me how to find that info, please? My router is a SR204 and my master socket says S5, is that any help or is that totally irrelevant??  Also Full Fibre isn't in my area yet, so I'm on Ultrafast as it says on my bill, altough when I login to MySky it says I'm on Full Fibre 5 Gigafast+ which I know I'm not! Could that be an issue?? I'm certainly not paying for FF, so it might just be an admin error. 

[JimM1]

@LucyT02 OR master socket is dual input you will be on the left connection with your NEW cable that you fitted, Type 5c and will have the word G.Fast printed on it bottom left just below the cable plug in port! Sky hub is correct as you must have the SR204 for G.Fast it is the only one that supports the connection and the 150/30Mb/s speeds!.

If you have a bad or unstable line then that is another issue, and all this trying different wi-fi nodes and equipment just seems like it might be a problem but the hub is good to around 30' pushing the wireless wi-fi signal about, and after that yes boosting or Range Extending the signal is required, but need to go re-read what you have done.

Will be easier for you to either run the diagnostic link that is below to test your line, or have sky do it for you, but that requires you to call them so they can check it out from that end!

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

[JimM1]

@LucyT02 I see from some off the post that you have done somethings that involve looking at the sky hub, so just going to link from the Tips above about the Hub stat's see if it makes sense, and if you are capable of getting them plus just like the sample on that link picture and give it a minute or so to fill the data fields, and PLEASE do not be switching it off as it wipes out all of the data!

How to read your Sky Hub statistics