Broadband Keeps Dropping Out

[Anonymous]

Ok guys,

Had enough of this. Our service was rock solid for years until last autumn when it decided to intermittently drop the wifi and on occasion, the broadband connection itself.

This got worse and was happening daily and then multiple times per day - dropping devices off the network, disconnecting us from work, causing havoc with connected devices that we kept having to pull the power on once your rubbish router decided to start playing ball.

It seemed to settle down for a bit but the last week has been an absolute joke. Yes, we all expect the occasional issue but we've lost connectivity multiple times per day over the last week and your IT support said our "account password" was wrong when given earlier (it isn't). Your system check reports all is well and gives NO OPTION to correct it.

Almost like Sky don't want their customers to get in touch about this shoddy service.

Fix it. NOW or i want my contract terminating as you are not delivering a reasonable quality of service here.

Stats for Sky Employees (note: cannot post even a copy and paste from your own router as it apparently includes "invalid html"). 

The amount of time this is taking up and getting precisely nowhere is appalling. The number of posts reporting the exact same issues, appalling. 

Router Statistics

System Up Time: 00:10:01

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 110476 212633 0 382189 10667468 00:07:53 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 35610 40974 0 107881 647236 00:08:50 WLAN (5 GHz) Up 235755 108920 0 12003467 639815 00:08:15

---

Broadband Link Downstream Upstream Connection Speed 65140 kbps 14048 kbps Line Attenuation D1(13.1 dB) , D2(31.7 dB) , D3(48.2 dB) U0(6.0 dB) , U1(25.8 dB) , U2(38.8 dB) Noise Margin 3.2 dB 6.0 dB

[stephen197922]

Yeah same here only changed to fibre recently as was told the issues I had with the previous sky broadband (through phone line) would be a thing of past with this. Only connected a week now and similar issues of internet dropping out agai. 

[Addie15]

Hi there, @Anonymous.  I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Mr+Flibbles+86]

@Anonymous We aren't able to send the chat invite as it appears toy have private messaging enabled. If you would like to chat can you please enable this and we will then send the invite.

[Anonymous]

Hi all

Thanks for the option to have the private chat to sort this.

Managed to speak with a *very* helpful advisor last night and he's arranged for a replacement router to be sent which appears to be being delivered today.

All being well, this should rectify things but otherwise will be in touch.

Thanks

[Taeho]

Was that a router problem? I'm having the same problem since last week, it's dropping very frequently I'm almost unable to keep working from home, looking for other providers at the moment. 

If that's just a router replacement problem I would get one either - how can I do that?

[Chrisee]

@Taeho with Broadband it is often misleading to assume thst just because symptoms sound similar that the cause is the same.

If you post your hub's stats in a new thread together with an explanation of the issues would allow  forum members to give you an informed opinion of what is wrong. If the issue is the line replacing the router and even switching ISPs would not help as you would dtill have a dodgy line. See Find your Sky Broadband router statistics

[Taeho]

Thanks!

Do I need the stats while it's dropped out, or it's fine to collect the data after a while? 

Is only Router Statistics page enough?

[Anonymous]

Firmly believe so.

Ended up calling Sky and giving them one more try with the password, spoke to a very nice guy and explained all the steps i've taken to diagnose this - full router reset, monitored clear wifi channels and switched to them etc.

Their system claimed there was "a wifi issue at my end".

1. It's their router that delivers the wifi so if there's a problem with wifi at this end, that's down the router - be it hardware or software. Yes, follow the diagnostic steps but when you've exhausted that, you've done all you can.

2. That did not explain nor account for the wider broadband connecting flaking out. I made this clear.

The guy i spoke with was really nice and I actually enjoyed chatting with him - irrespective of the issue - and tbf, i was pretty peeved because this has been going on for some time.

He ended up sending a router which, considering my call was 7pm last night and it arrived this morning at 11am. That was impressive.

Installed it this evening and so far, so good.

First observations - just accessing the admin pages to configure everything was much quicker. So far we've had no drop-outs - but its too early to be sure if it's resolved the issue.

Feeling it was the age of the router or perhaps a firmware issue, given how many people are reporting similar issues.

Hope you get it sorted, know its really irritating. Not sure if this helps but hope so. Until this started we'd had really rock solid performance from Sky but our contract is up in July, so if this doesn't do the trick, we'll have to consider the same.

Ultimately though, if its their gear not working they have an obligation to replace it.

[Chrisee]

@Taeho it gets confusing having 2 different issues in one thread . However those stats do show the connection to the cabinet dropped 53 minutes before you took the stats You appear to be on a G.Fast line which is not performing as well as it could there is nothing apoarently wrong with your hub. To save some messing around I am escalating your post to the same team who helped the OP. 

You should receive a message inviting you onto a private chst using the forum where a chat icon will becadded for you to use.

[Callum1232]

Hi, I've been having broadband problems since 8th December and it's now new years. I've have 6 engineers out both from BTOpen reach and Sky, got new router and cables the lot and all lines have been checked yet sky and BT both say there's nothing wrong yet my internet drops out every 2-3 minutes. Nobody can find a fault and it's becoming a nightmare as I'm paying for a terrible service which sky haven't fixed. Seriously considering switching providers as the issue persists and nobody seems to be checking the actual issue 

[Chrisee]

@Callum1232 sounds bad. What service do you have? 

[Dave+DDD]

Not sure if this will help everyone, but I had the same problem with my son's new PC.

He was having problems with the wifi losing interent randomly through the day, but no other PC/device was affected.

I eventually compared his settings to another PC and tried changing the Router settings from "Private" to "Public".

On Windows:

Go to -> Wifi settings -> Click on the router name -> select Public.

Since then there has been no problem at all.

Dont ask me how this works! It just assumes that you are on a less secure network and doesnt allow file sharing and hides your PC from others.

Hope this helps.

[Maurz]

Hi there

I have been having the exact same issues about the same time as you, I had a Sky engineer and Openreach engineer come out, they could not fix the issues tried changing the router and the sockets still the issue persists, I even contected an ethanet cable. I have now taken the decision to leave Sky and take out a contract with Hyperoptics, hopefully I will ge the service am paying for, they offer me 9 months free and then £28.00 per month I was paying Sky £43.00 for a shoddy service, note I did not have to pay an exit fee due the issues.

[DavidP253]

I'm having the same issue here too. My superfast fibre connection is great one minute and then completely drops the next and all connected devices get kicked off. When the connection returns, some computers don't auto reconnect 'even though the auto-reconnect' box is ticked) which is really annoying when working from home and on lots of Teams calls. I can only run the diagnostic when I have a connection so all appears good as far as the app is concerned. As soon as the network drops it says it can't connect to test the broadband. As soon as it returns, I test it and apparently all is good again. Until the next time it drops (twice in the last 2 hours). Router has been re-booted, laptops updated etc etc but nothing works. It has been great while I ws in contract but as soon as my contract ended and I went to a monthly rolling bill, this started. Am I being cynical to think it is linked?