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Broadband dropping out but router lights green

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Broadband dropping out but router lights green

Hi, 

 

I saw a post about this from 2014 but nothing more recent.  Several times a day my broadband stops working.  The lights on the router all stay green and the network connection icons on my laptops all show that they can connect to the router and there are no exclamation marks which would indicate no internet access but if I'm streaming or seaching the web or on a Skype call it's obvious that there's no internet connection.  The drop outs last for about 5 minutes and then it starts working again even if I haven't reset the router.  Before I had Sky I was with Plusnet and never experienced this, this has only happened since I've been using Sky.  

 

I wondered if anybody else has experienced this issue and managed to get a resolution?  

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Researcher
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Post 19 of 22
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Re: Broadband dropping out but router lights green

So in the end Sky ran some more tests and decided that the issue was at their end.  They said an engineer would look at it and contact me.  A few hours later the internet completely dropped out.  I assumed they were looking at it so left it - the light stayed orange.  After about a day no-one had contacted me so I rebooted the modem.  On the reboot I had an internet connection with all three green lights.

 

This worked for about a day with a continuous connection (no drop outs) and then I lost my connection completely.  I contacted Sky again who booked an engineer visit.  The internet started to connect  a few hours before the engineer arrived and has been working since with no drop outs.  He said that the lost connection was due to a green box upgrade.  

 

Not sure if there were multiple issues that have been resolved but if anyone's reading this and is experiencing drop outs despite all lights being green and devices saying that there is an internet connection I would get straight onto Sky and ask them to check things at their end as advised by MaDick.  

 

Thanks everyone for helping me to fix this

 

 

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Director of Photography
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Post 2 of 22
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Re: Broadband dropping out but router lights green

@Mardavila

Could you post your router stats for us?

And could you also post the routers 'Support log' when you next notice the issue happening?

 

 

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Re: Broadband dropping out but router lights green

Thanks for responding so quickly.  

Here are the stats;

I'll have to work out how to get the support log but I'm sure that's on here somewhere

Thanks!

Router Statistics
System Up Time: 07:13:02
PortStatusTxPktsRxPktsCollision PktsTx b/sRx b/sUp Time
WANPPPoA31360604288494010029184882407:11:19
LANDown0000000:00:00
WLAN (2.4 GHz)Up2798987141588606052932543007:11:33
WLAN (5 GHz)Up28800492430829069957007:11:33

Broadband LinkDownstreamUpstream
Connection Speed9851 kbps1116 kbps
Line Attenuation41.0 dB27.2 dB
Noise Margin5.9 dB7.7 dB
Researcher
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Post 4 of 22
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Re: Broadband dropping out but router lights green

I've got the support log now as well.  It happened a few times this afternoon.  I didn't make a note of the time so I'm not sure if it coincided with the 'send out NTP request' entry.

 

Jan 1 00:00:08 syslog: BusyBox v1.17.2
Jan 1 00:00:08 syslog: plc0 (Int switch port: 4) (Logical Port: 4) Link UP 100 mbps full duplex
Jan 1 00:00:19 syslog: [ 19.739000] Line 0: xDSL G.994 training
Jan 1 00:00:21 syslog: [ 21.742000] Line 0: ADSL link down
Jan 1 00:00:38 syslog: sky dhcpc client (v0.0.1) started
Jan 1 00:00:38 syslog: [ 38.753000] Line 0: xDSL G.994 training
Jan 1 00:00:55 syslog: [ 55.756000] Line 0: ADSL G.992 started
Jan 1 00:01:00 syslog: [ 60.767000] Line 0: ADSL G.992 channel analysis
Jan 1 00:01:06 syslog: [ 66.771000] Line 0: ADSL G.992 message exchange
Jan 1 00:01:07 syslog: [ 67.775000] Line 0: ADSL link down
Jan 1 00:01:09 syslog: [ 69.778000] Line 0: xDSL G.994 training
Jan 1 00:01:26 syslog: [ 86.781000] Line 0: ADSL G.992 started
Jan 1 00:01:30 syslog: [ 90.792000] Line 0: ADSL G.992 channel analysis
Jan 1 00:01:36 syslog: [ 96.796000] Line 0: ADSL G.992 message exchange
Jan 1 00:01:37 syslog: [ 97.948000] Line 0: ADSL link up, Bearer 0, us=1116, ds=9851
Jan 1 00:01:37 syslog: [ 97.953000] Line 0: ADSL link up, Bearer 1, us=0, ds=0
Jan 1 00:01:43 syslog: PPP LCP UP.
Jan 1 00:01:43 syslog: WAN link UP.
Jan 1 00:01:43 syslog: Received valid IP address from server. Connection UP.
Jan 1 00:01:48 syslog: Connection Up. SNO/MAC/IP/SWVER: [B220182B002996/24A7DC9F4DB8/90.192.114.163/2.07.2356.R]
Jan 1 00:01:48 syslog: Send out NTP request to ntp1.isp.sky.com
Jan 1 00:01:48 syslog: Time has been set from ntp1.isp.sky.com
Jun 29 11:40:10 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Jun 29 13:59:16 syslog: Send out NTP request to ntp1.isp.sky.com
Jun 29 13:59:16 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Jun 29 13:59:16 syslog: System time is up to date
Jun 29 16:14:22 syslog: Send out NTP request to ntp1.isp.sky.com
Jun 29 16:14:22 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Jun 29 16:14:22 syslog: System time is up to date
Jun 29 18:41:26 syslog: Send out NTP request to ntp1.isp.sky.com
Jun 29 18:41:26 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
Jun 29 18:41:26 syslog: System time is up to date

Director of Photography
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Post 5 of 22
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Re: Broadband dropping out but router lights green

@Mardavila Nothing seems too strange from your router stats. Although I see your router has only been up for 7 hours, did you do reboot the router yourself? 

The support log is located in similar location to the router stats you posted if you click the 'Support' tab instead of the 'Maintenance' tab you'll see the support log

Director of Photography
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Post 6 of 22
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Re: Broadband dropping out but router lights green

Ah okay I see you have found the log now.

So from the log there doesnt seem to be much wrong either. Can you explain any error messages you get on internet browsers when the internet connection seems to drop out? It may have something like DNS lookup failed?

Researcher
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Post 7 of 22
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Re: Broadband dropping out but router lights green

From memory the error messages are the same as you would get if you were trying to use the internet with you're router switched off; no internet connection, skype requires log in details.  I'll have to wait until it happens again to confirm if they're exactly the same.   I just read somewhere that it might be something to do with my mobile phone but that doesn't seem to make any sense to me.

Director of Photography
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Post 8 of 22
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Re: Broadband dropping out but router lights green

Are the devices wired or on WiFi?

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Post 9 of 22
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Re: Broadband dropping out but router lights green

All Wi-fi

Boom Operator
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Post 10 of 22
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Re: Broadband dropping out but router lights green

Same here, don’t notice it as much on WiFi. But on Ethernet you have to go to the device and switch the Ethernet setting off then on again. Lasts about 20min and happens again

Director of Photography
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Post 11 of 22
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Re: Broadband dropping out but router lights green

@Mardavila Give a device a go on ethernet to see if it still happens then we  may know if the router is faulty or there is something wrong with the WiFi

Researcher
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Post 12 of 22
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Re: Broadband dropping out but router lights green

Will do, cheers

Boom Operator
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Post 13 of 22
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Re: Broadband dropping out but router lights green

Hi,

 

I had exactly the same issue, I had to get in touch with sky and they sent a tech out to replace my router and install some boosters.

 

my advice, get an engineer visit booked in ASAP 

 

all the best and take care 👍

Researcher
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Post 14 of 22
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Re: Broadband dropping out but router lights green

I sourced a cat 5 cable but the drop outs are happening exactly as before.  So seemingly not an issue with wifi.

 

I think I'll take madicks advice and get onto Sky.

 

Thanks everyone for trying to help out

 

Boom Operator
Posts: 11
Post 15 of 22
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Re: Broadband dropping out but router lights green

If you register with the ‘my sky’ app, you don’t have to wait in a queue and can request a visit by the messaging service in the support (fix a problem) section 👍

 

let us us know how you get on, hope it’s fixed soon Smiley Happy

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