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Discussion topic: Broadband connection keeps dropping out

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This message was authored by APLim This message was authored by: APLim

Broadband connection keeps dropping out

I have been a sky brodband customer for a while. Upto now the service has been reliable.

 

However over the last few days I loose my internet connection. If I take a look at the router the internet light has gone orrange. After a while it goes green again, and I am back to normal.

 

Happens 2 or 3 times a day, so is disruptive when working from home. I have not change anything, so I am sure the issue is not on my side!

 

I have run the sky tests, and it all looks good. Bit I only run the tests when the connection is back, so this is not surprising!

 

Please help!

 

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This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Broadband connection keeps dropping out

Posted by a Superuser, not a Sky employee. Find out more

@APLim 

 

Can you post your hub stats

 

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

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This message was authored by Highlinder This message was authored by: Highlinder

Re: Broadband connection keeps dropping out

Posted by a Superuser, not a Sky employee. Find out more

@APLimThe broadband test can be done when the connection is down also via the Sky app. This way it might show what the problem is and let you book an engineer.



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APLim
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This message was authored by APLim This message was authored by: APLim

Re: Broadband connection keeps dropping out

APLim_0-1648577924911.png

 

This message was authored by Highlinder This message was authored by: Highlinder

Re: Broadband connection keeps dropping out

Posted by a Superuser, not a Sky employee. Find out more

@APLimSince you are only using Wi-Fi, do all your devices lose their connection or is it just certain ones. Also try not to reset the router as that will blank out all the evidence in order for us to help you further.

 

If another drop happens, post your router stats again for us to look at.



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APLim
Topic Author
This message was authored by APLim This message was authored by: APLim

Re: Broadband connection keeps dropping out

Hello,

 

I think the problem is between the home router and the switch. The DSL connection had dropped, so WiFi is still working but without internet connectivity. I still had a dial tone, so maybe not a physical connection issue. It did not happen today, so I have not more information to post.

 

Thanks!

APLim
Topic Author
This message was authored by APLim This message was authored by: APLim

Re: Broadband connection keeps dropping out

OK I finally have a router log of this:

 

syslog: [ 34.578000] Line 0: xDSL link down
syslog: [ 37.585000] Line 0: xDSL G.994 training
syslog: [ 38.585000] Line 0: xDSL link down
syslog: Voice Disconnected
syslog: [ 49.601000] Line 0: xDSL link down
syslog: [ 52.604000] Line 0: xDSL G.994 training
syslog: Voice Disconnected
syslog: [ 65.604000] Line 0: VDSL G.993 started
syslog: [ 77.604000] Line 0: VDSL G.993 channel analysis
syslog: [ 79.167000] Line 0: VDSL2 link up, Bearer 0, us=16999, ds=74000
syslog: [ 79.167000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
syslog: sky dhcpc client (v0.0.1) started
syslog: ptm0.1 - WAN link UP.
 syslog: Received valid DHCP lease from server. Connection UP.

 

As I suspect the DSL connection has dropped.

 

Hopefully someone from Sky reads these posts!

 

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Broadband connection keeps dropping out

Posted by a Superuser, not a Sky employee. Find out more

@APLim 

Does look like your line is dropping. How often is it occuring?

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
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