Broadband dropping and poor wifi

[Jim_Potter]

HI All,

i am having issue with the Broadband dropping out randomly.

Twice so far today the connection to the router has dropped.

 It randomly drops wifi, the wifi cannels can be adjusted so i can tyr that later to see fi that resolves that issue, however the dropping of connection to the router which subsequently affects everything is becoming a proper pain.

I have only been with Sky a few months, having previously been with Plusnet.

 Never had a issue on Plusnet, using the same exchange albiet different equipment.

Any suggestions from Sky bods on the board.

09:13:47 syslog: ptm0.1 - WAN link DOWN.

10:46:00 syslog: ptm0.1 - WAN link DOWN.

[cookiemonsteruk]

@Jim_Potter 

Could you post your broadband router stats 

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

[Jim_Potter]

Router Statistics

System Up Time: 1557:13:21

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 13037 40010 0 250008 3504261 00:02:18 LAN Up 494385894 220767607 8 3808746 84383 1557:13:21 WLAN (2.4 GHz) Up 106340126 51871164 0 12760 4004 1557:12:15 WLAN (5 GHz) Up 832220643 402893568 0 0 0 1557:11:38

---

Broadband Link Downstream Upstream Connection Speed 60000 kbps 20000 kbps Line Attenuation D1(11.5 dB) , D2(24.2 dB) , D3(37.8 dB) U0(0.5 dB) , U1(17.9 dB) , U2(27.8 dB) Noise Margin 8.1 dB 12.8 dB

---

[Jim_Potter]

[Jim_Potter]

@ cookiemonsteruk , here you go.

[cookiemonsteruk]

@Jim_Potter 

The line dropped 3 minutes ago how many times a day does this happen.

You are close enough to the cabinet to get 80Mbps which should give you a of 60-70Mbps so worth calling sky to run a line check

If you enter your full address below and post the table and notes after removing you address from the image we would get a better idea of the speed you should get and guarantee

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[Jim_Potter]

@cookiemonsteruk 

4 times today so far, and has been reported before.

 When checked using sky's lne checker etc, it never shows any problems.

[cookiemonsteruk]

@Jim_Potter 

The bt wholesale checker suggests a normal range of 67-80Mbps with a guarantee of 56-60 Mbps so that does suggest a line fault

We can escalate to sky to save you the time

[mendosa18]

Hi,

I have called Sky and there is a known issue affecting their broadband services.  Affecting 15,000 customers at present.  There is no issue with your own router so dont worry.  Its affecting me to so we just have to wait unfortunately.

[Jim_Potter]

@mendosa18affecting multiple users across multiple areas ?

[TimmyBGood]

@mendosa18 

That's very unlikely to be affecting @Jim_Potter because the Hub stats are indicative of an individual line fault.

@Jim_Potter The very precise 60000 figure suggests automated Openreach DLM is in effect due to detected line instability.

[Jim_Potter]

@cookiemonsterukyes please, nothign to lose as it does need resolving

[mendosa18]

[Jim_Potter]

@mendosa18 

sorry can't see any attachment, so am unsure what you have posted

[mendosa18]

Yes mate, they confirmed on the phone its affecting multiple areas with a customer base of about 15,000 addresses.  The Sky broadband help number I called was (removed).  They will check your specific area for you.  They were also pretty quick to answer the phone.

Moderator note: Removed Sky Phone number