Broadband Router keeps dropping

[GabbyJ94]

Our broadband router keeps cutting out/restarting multiple times per day. The internet and wifi lights start to flash and turn orange, when on the laptop it connection drops, then connects without internet access and then after a couple of minutes everything is working again. 

Each time we troubleshoot on the sky app after checking the speed it always says that its due to bad weather in the area and should return to normal as your speed is not what it should be but this has been going on for around 4 months now. 

Anyone that can help or has any ideas would be really appreciated. 

Thanks

[cookiemonsteruk]

@GabbyJ94 

Can you post your hub stats as shown below

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[GabbyJ94]

@cookiemonsteruk 

This I believe is what you are after?

Router Statistics

System Up Time: 350:26:04

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 256909 322671 0 119625 3069427 00:17:02 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 100517908 39602102 0 655696 22432 350:25:03 WLAN (5 GHz) Up 179538845 120928502 0 0 0 350:24:27

---

Broadband Link Downstream Upstream Connection Speed 17998 kbps 4701 kbps Line Attenuation D1(23.3 dB) , D2(70.6 dB) , D3(0.0 dB) U0(11.7 dB) , U1(58.1 dB) , U2(0.0 dB) Noise Margin 8.1 dB 6.2 dB

---

Poll Interval:

Seconds (at least 3s): 

[cookiemonsteruk]

@GabbyJ94 

Can you also "run tests" on your my sky app and post the info in "more about your connection"

[GabbyJ94]

We have run the tests on the mobile app that says the speed is slower than normal, it could be due to recent weather and an engineer would not be able to fix anything and we have to wait up to seven days! This has been going on months now with nothing improving.

[cookiemonsteruk]

@GabbyJ94 

Roughly how many times a day is the line dropping. You are just under 2Mbps above you guarantee with a warning against your speed

[GabbyJ94]

It dropped out three times today in the space of 2 hours with no additional usage to what we normally have (just watching TV at the time). 

Its dropped out at least twice per day for the last week.

[cookiemonsteruk]

@GabbyJ94 

Contact sky on 150 from your landline or
zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.2
Remove all the full stops

To notify them of the issue. i.e.

Amber warning over slow speed and line drops. Any issues getting thru or they don't recognise it as a fault get back to use for escalation