Broadband and Phone drop out

[Woodie1306]

I am fed up as a new user of full fibre . Every one or two days the broadband disconnects and can only be brought back by a full reset of router each time . I lose the phone line and internet and resetting the router and phone connection virtually every other day is wearing to say the very least. I have phoned support but keep resetting router and phone isnt improving it at all . The router is not in an obstructed place so its not that as an issue . Frankly I wished I ahdnt changed and so far the responses from Sky have not helped at all

[JimM1]

@Woodie1306 What do you mean when you say brought back by a full reset? Also what sky Hub are you using, see the link below if you are not sure!.

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

[Woodie1306]

By full reset pressing reset button on the router after powering downand then  powering up  (unplugging all cables) and reconnecting its like  the sky broadband hub. Sometimes I only lose voice and only become aware when either I spot amber light on voice or go to use phone and get no dial tone sometimes its bot internet and phone. On avearge this happens within 48 hours of last reset. 

Although I was told it would be elevated so far no real help . ocassionly when I lose it all I can get it back by pressing power button on the box connecting to the line outside source but not always . I have had tghis problem almost from time it was first installed . Router is not in concealed position

[JimM1]

@Woodie1306 Reset button is applied with the power on, you press and hold the reset and watch the lights on the front off the hub, when you see the power light change you let the reset button go and the hub does a Factory reset at that time, and it takes 5 minutes approx to go all green lights at that point!

Factory reset is a once in a blue moon and only if the hub get's all screwed up, that i have never seen and had a SR203 online powered continuos for over 4 years, only had to do it once and that was because sky insisted did not cure anything and i was 1000% sure off that fact, but an impase was made because sky would not go any further until it was done, 

Just checking that this is the way you are doing the reset!

[Woodie1306]

When I was on help I had as I have many times just disconnected power and then replugged it in that will bring it back as you suggest in around 5 mins Last time on help line when that made little difference (if you look back there was a period when it was off for prolonged period I was instructed to press and hold reset button I am losing voice and only realise when I either spot amber light or go to make call and no dial tone other times the vocie and broadband goes and then there are 2 lights no longer green . On averge to get either or both back I have to disconnect power within a 48 hour period it just will not stay connected permanently

[JimM1]

@Woodie1306 Not sure if you are aware but when you post on this Forum you are NOT talking to anyone from sky, user's like yourself trying to assist you for the fault condition that you have. If sky are not able to see use this link below for the hub that you have and click on the fault light you see, follow the steps and see if the system can detect an issue with your line.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[Woodie1306]

Ok thanks for that. I am beginning to think there is some kind of issue with the installation as with help line I have done numerous reconnections including switching off power from the actual input from outside but I still get regular drop outs and only notice when I either spot the amber light on voice light or go to make a call and no dial tone .On average this happens  2 or 3 times a week despite all the steps they have taken it through never had a problem until I changed to sky and went with full fibre in all honesty wish I hadn't changed 

[JimM1]

@Woodie1306 That is different now, are you only reporting that you have a problem with the landline operation and that the ONLY light you see going amber is the one on the far right marked voice?  With the landline phone when it is back on green dial 150 and get through to sky report it that you are having a voice issue and losing the landline connection!

Fix problems with your phone | Sky Help | Sky.com | Sky Help | Sky.com

[Woodie1306]

It can be both it's often voice only but it is at times also taking out broadband and second warning light comes on on the router internet also blips quite a lot when it stops for around  20-30 seconds

[Woodie1306]

It depends how I spot it's lost the broadband connection if it's phone or the internet I am using disconnects 

[JimM1]

@Woodie1306 Going to advise you that in your case call 150 from the landline, ask sky to test back through the system to the sky ONT/Hub connection and check out what is going on, they have the ability to do so and a more extensive/probing test than you can do... It's a pain waiting to get through but this is the ideal time early doors to get someone and a quicker connect to CS person!

[Woodie1306]

Thanks have done this once trouble is as it's intermittent when they look at it it's operating ok and of course when it's not working I can't use the phone or email them so they have said they can't see a problem .I am now though forcing the issue through their complaints procedure as I have been fobbed off in past and as it's frequent I think it really needs someone to come out and look at the installation there's deifinately something wrong for it to keep dropping so regularly 

[JimM1]

@Woodie1306 When you have the Amber lights on the sky Hub next time also look at the new Fibre ONT Modem that was installed by OR, you should have Power and Pon both on a Solid Green light, and the Lan flashes as the hub is sending data back and forth so can be a little dimmer as you look at that! You are going about it the correct way but it is a process to eliminate WHAT is going on and Why you are having the error condition that you have! If tonight you do not need an Internet connection then switch the hub off before you goto bed and back on in the morning, that May force the hub to path a different way connection wise, it is one off the methods to have the Hub get a new IP from a different piece of sky server equipment! That is the case when your ONT looks correct with the lights as above!

[Woodie1306]

Thanks I will try that . I have when all else has failed powered down that unit and that did force it to reconnect . Leaving it longer is a new idea and I will give that a try tonight 

[JimM1]

@Woodie1306 There is two parts to it, the rock solid connection on the Fibre back to the Exchange that is the ONT and it's green lights, then the sky Hub where it connects to and how it paths away to the Internat, so both need to have consideration, my back to sky Mar this year put the SR203 hub on 10 weeks to see and apart from two misses log wise, it was 100% non issue! If it blipped then the wife did not scream blue murder and she would have without a doubt!