Broadband dropping constantly for last 24 hours.

[Mark310]

Hi,

I have a Sky Q broadband back router. 

The broadband has been dropping out continuously since last night. 

The Internet light on the router cycles through from green, to orange/flashing orange, to going out completely. 

I have turned off the router for 20 minutes before restarting and reset the router twice with no joy. Whenever it comes back up there's issues within a couple of minutes again.

Any suggestions or outage/issue updates would be appreciated.

Many thanks.

[Highlinder]

@Mark310 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

[Mark310]

Router Statistics System Up Time: 01:05:25 Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN Down 0 0 0 10429 0 00:00:00 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 15966 915 0 10787 0 01:03:25 WLAN (5 GHz) Up 95927 72717 0 341285 50048 01:03:22 Broadband Link Downstream Upstream Connection Speed (Kbps) 0 0 Line Attenuation (dB) 0 0 Noise Margin (dB) 0 0 Poll Interval: Seconds (at least 3s): 10 Set Interval Stop

Hope this proves useful. 

[Mark310]

 hope this helps. 

[Highlinder]

@Mark310 Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.


After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

[Mark310]

@Highlinder 

I did these earlier today and they didn't come back with any issue unfortunately. 

[Mark310]

Ok. Have phoned the help desk and they are sending out an engineer to look at an external issue.

Thanks for your support @Highlinder