Broadband drop outs

[DARFDRK78]

Hi...we have been having frequent drops in the broadband at home.  Openreach came out last week and fitted a new gigafast socket. 

Today we have had 3 complete drop outs. We use sky router, we have sky q. Any ideas...exampl logs below 

 

[Addie15]

Hi there, I have 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 blue 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]

Update – Thanks for chatting to us. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[DARFDRK78]

Yes. We still need help. I just got the pictures of the router.

[Highlinder]

@DARFDRK78 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Greenfingers001]

Thank you for escalating this. We have sent another invite to chat 🙂 

[Addie15]

Update-We are closing this session as we have not received further response in 48 hours. If you still need help, please let us know, so we can re-escalate this for you. Thanks.

[DARFDRK78]

I sent some answers less than 48 hours ago. Right now everything has slowed down again. 

 

[DARFDRK78]

Also sat in bed watching TV this eve in and then this...

 

[DARFDRK78]

We are still having issues as per the other messages in the chat 

 

[DARFDRK78]

We are having frequent drop outs on our broadband. The lights dont always go off. But it stops working. Netflix won't load or skyvq says it's lost I teener connection. It's happened 5 times tonight alone. We have had mine checks, new faceplate and new router. Seeing lots of lease renewed in the messages around the same time we have issues.

today 18:25:25 syslog: TR69: Close ACS Connection

today 18:25:25 syslog: Voice Disconnected

today 18:25:30 syslog: Voice Disconnected

today 18:25:34 syslog: Voice Connecting

today 18:25:34 syslog: Voice Connected

today 18:54:35 syslog: Lease renewed 3600 ip 90.219.130.27 

today 18:54:59 syslog: WAN IPV6 UP

today this evening 07:08 syslog: [ 214.425000] Line 0: Rate Change, us=30045, ds=

today this evening 07:08 syslog: [ 223.697000] Line 0: Rate Change, us=, ds=

today this evening 07:08 syslog: [ 258.383000] Line 0: Rate Change, us=29984, ds=

today this evening 07:08 syslog: [ 259.006000] Line 0: Rate Change, us=30095, ds=

today this evening 07:08 syslog: [ 267.826000] Line 0: Rate Change, us=30045, ds=

today this evening 07:08 syslog: [ 268.318000] Line 0: Rate Change, us=29953, ds=

today this evening 07:08 syslog: [ 268.713000] Line 0: Rate Change, us=30053, ds=

today this evening 07:08 syslog: [ 391.473000] Line 0: Rate Change, us=29872, ds=

today this evening 07:08 syslog: [ 392.138000] Line 0: Rate Change, us=30063, ds=

today this evening 07:08 syslog: [ 400.882000] Line 0: Rate Change, us=30013, ds=

today this evening 07:08 syslog: [ 401.344000] Line 0: Rate Change, us=30156, ds=

today this evening 22:29 syslog: Lease renewed 3600 ip 90.219.130.27 

today this evening 24:59 syslog: WAN IPV6 UP

today this evening 55:00 syslog: WAN IPV6 UP

today this evening 57:35 syslog: Lease renewed 3600 ip 90.219.130.27 

today 20:22:47 syslog: Lease renewed 3600 ip 90.219.130.27 

today 20:25:00 syslog: WAN IPV6 UP

today 20:39:29 syslog: Send out NTP request to ntp1.isp.sky.com 

today 20:39:29 syslog: Received NTP Sync Reply from ntp1.isp.sky.com 

today 20:39:29 syslog: System time is up to date

today 20:55:00 syslog: WAN IPV6 UP

today 20:56:59 syslog: Lease renewed 3600 ip 90.219.130.27 

today 21:20:59 syslog: Lease renewed 3600 ip 90.219.130.27 

today 21:25:00 syslog: WAN IPV6 UP

today 21:46:11 syslog: Lease renewed 3600 ip 90.219.130.27 

: 

[jamesn123]

@DARFDRK78 

Line rate changes are an obvious indicator of a line fault, is your speed below the guaranteed minimum Sky quoted you?

[mrcraigyd]

Following this post as im having the exact same issues. Ongoing complaint since upgrading to ultrafast (delivered over gfast-not fibre cable).  Logs are very similar DHCP lease invalid, wan drops.. except my line rate change goes on forEVER prior to this.. at least 150+ lines of line rate changes. Anyway 3 openreach visits and its still not resolved. Now back with the "network team" awaiting a response. Never had a problem in 14 years on normal fibre.. my last 80/20 fttc was rock solid!! Looks like i will be going back to that if they will allow it. Otherwise il have to move on elsewhere..