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Discussion topic: Broadband dropping out and significant drop in speed.

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This message was authored by BibaBee This message was authored by: BibaBee

Broadband dropping out and significant drop in speed.

BCB59207-B1E0-45E4-AE2B-98B8D5FF6135.jpeg

I have a weird sense of deja vu, as I had pretty much the same problem around this time last year and posted about it.  We've been getting brief outages and drops in our internet connection over the past week or so.  Our broadband speed average has significantly dropped over this period too.   We haven't changed our set up and a we had a new master socket fitted when OpenReach sorted out an external issue with the line this time last year

 

I've just checked our stats after a recent outage and we have a very high noise margin.  We don't use a landline phone, but I just plugged one in and can confirm the line is very noisy. 

 

I work from home and several online meetings have been interrupted due to these drops and outages.  Can someone help please? 

 

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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Broadband dropping out and significant drop in speed.

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

@BibaBee 

 

Yes, a nasty degradation of the circuit.  You'll need to log a fault with Sky.

* * * * * * *

Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
BibaBee
Topic Author
This message was authored by BibaBee This message was authored by: BibaBee

Re: Broadband dropping out and significant drop in speed.

Thank you.  Is there a quick way to do that online ?  Last time I had problems like this it was a nightmare trying to sort it over the phone and get them to actually log a fault. The app just sends me in circles and tells me to upgrade my broadband (even though that's not an option where we live!).

This message was authored by Acko16 This message was authored by: Acko16

Re: Broadband dropping out and significant drop in speed.

I am having a nightmare, all phones are  constantly dropping out of WiFi even thougg settings say it is connected.

but cant open webpages kt connect to Apps etc.

I pay a fortune for the Sky broadband and it is getting worse.  

How do i talk to soneone?

This message was authored by Neil+pm This message was authored by: Neil+pm

Re: Broadband dropping out and significant drop in speed.

I'm having the same issue. In the last month my average speed has hardly changed but in the last three days it's decreased a third and more importantly it's unstable.. The Internet stops working I would say at least 5 times in an hour!

 

Anything to do with the solar storm? 

This message was authored by Neil+pm This message was authored by: Neil+pm

Re: Broadband dropping out and significant drop in speed.

I managed to go a test on the sky website to see if it can pick up the problem and it says there is a fault in the broadband coming in to the house. It allowed me to book a bt openreach engineer for tomorrow am. Hopefully it is something outside the property that can be fixed.

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

Re: Broadband dropping out and significant drop in speed.

Just a quick update.  I've spoken with Sky support and they have passed my case on to the network team to investigate.  I'm waiting for them to back to me. They haven't detected a line fault but can see there has been a significant drop in speed recently (the drop in average is clearly visible on the Sky App).  

I'm really puzzled to be honest, as my download speed and noise margin on my router stats are now showing as normal (around 26 and 6).  But we continue to have speed issues.  We are used to a consistent speed around 26 or 27,  but maximum we can get at the minute is around 4!   We've done a hardwired test via Ethernet to a laptop and it's just as slow.  I'm beginning to wonder if it's a router issue.  Thoughts anyone? @TimmyBGood I work from home and it's making things extremely difficult. 

 

 

 

This message was authored by Acko16 This message was authored by: Acko16

Re: Broadband dropping out and significant drop in speed.

I am getting so frustrated, in last hour my Hub has reset itself over 6 times. 
before this it the WiFi was intermittent on our phones and iPad by connecting them disconnecting.  
what is going on??

This message was authored by Kazza270 This message was authored by: Kazza270

Re: Broadband dropping out and significant drop in speed.

Mine has been the same round about this time every night for the last week or so. I had an engineer out not long ago, it was an outside fault bit i had the same problem last year, another outside problem!!! How do i log a fault with sky? The app says that everything is 'looking good' when clearly its not.

This message was authored by Neil+pm This message was authored by: Neil+pm

Re: Broadband dropping out and significant drop in speed.

I was lucky I guess the sky online status check picked up a problem on the line and managed to get a engineer out for this morning. I'm convinced it's related to the solar storm.. The storm started on the 10th May, so have at look at my sky report

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it's losing speed every day since that day! 

This message was authored by Chrisee This message was authored by: Chrisee

Re: Broadband dropping out and significant drop in speed.

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

@BibaBee Inam surprised the Sky agent didnt pass the issue to Openreach as from your stats there is a significant issue between the cabinet and the hub. As a general point it is worth running the connection test in the My Sky app as if the hub is connected and it detects a fault it will offer to book an engineer without you needing to call.

 

@Neil+pm the strength of the solar storm peaked on late Friday night and the strength was dropping on Sunday 12th so any effects should have decreased. If your issue was caused by the storrm the cabinet DLM should start improving speeds as the noise level drops that it hasn't implies something else might be involved. If the connection test is not offering an engineer I would call Sky.

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65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by Neil+pm This message was authored by: Neil+pm

Re: Broadband dropping out and significant drop in speed.

Thanks for the reply. The it did offer an engineer, who is booked for this morning. I will report back with the outcome. 

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

Re: Broadband dropping out and significant drop in speed.

Thank you @Chrisee.   Whenever I ran the Sky App test, it either said everything was fine with our line : hub or that just that there was an issue with our hub.  No option to book an engineer.  My router stats have been consistently what I would expect over the past couple of days, since that last screenshot. Bizarrely, the issue with speed to our devices resolved overnight.  Speed is still a little slower, but at least it's over 20 and not 4 like we were getting! 

This message was authored by Neil+pm This message was authored by: Neil+pm

Re: Broadband dropping out and significant drop in speed.

I got my speeds back and its stable now to. The engineer came, tested everything and my master socket was the issue for some reason, he also mentioned it was a old style one and replaced it with a newer model and also replaced another telephone socket too.  I had the master socket last replaced within the last ten years so I guess it was due a upgrade. Anyways all back to normal now. 

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