Broadband dropping out when Ethernet plugged in…

[Rtm2]

We've been with Sky broadband for several months no issues. Yesterday noticed amber lights for broadband and voice in the hub. Through process of elimination discovered this was only when devices (sky hd box and hive hub) were connected via Ethernet cables - (and infact, even when a cable not connected to anything at all was plugged in). Remove the cable from the back and the broadband connection (via WiFi) is restored.

Rang Sky, very helpful, suggested faulty hub and sent a new one. Arrived today - exactly the same issue - the second an Ethernet cable is plugged in the back the broadband drops out.

With the weather on the turn and a new baby due any day we really need full control over the hive...

Help! 

[Chrisee]

@Rtm2 if the broadband and phone lights are going amber it is not the WiFi thst is affected but you are losing connection to the exchange. Having eliminated a faulty router it is something else in your home causing the issue. To help diagnose what maybe causing the issue please post whether your broadband is delivered over a copper line or full fibre. Have you tried different ethernet cables and confirm the issue happens when you juust connect the cable with nothing on the other end.. 

[Rtm2]

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@Chrisee wrote:

@Rtm2 if the broadband and phone lights are going amber it is not the WiFi thst is affected but you are losing connection to the exchange. Having eliminated a faulty router it is something else in your home causing the issue. To help diagnose what maybe causing the issue please post whether your broadband is delivered over a copper line or full fibre. Have you tried different ethernet cables and confirm the issue happens when you juust connect the cable with nothing on the other end.. 

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@Chrisee thanks for the reply, yes that's correct the 'WiFi' connection between the hub and devices is fine, it's the connection to the exchange that is being lost. 

it's Copper (fttc), and yes I have 3 Ethernet cables, one to a sky hd box, one to a hive hub, and one spare, connecting any one causes the issue. Unplugging it restores the connection. Thanks for your time... 

[Chrisee]

@Rtm2  Do the three cables each go back to a seperate Ethernet port on the hub? Is can you try just using ports labelled 1 to 3. Is there any wireless equipment like a cordeless phone near the hub as they can cause the VDSL signal to drop as can some powerline adapters if you you use those to extend  ethernet connections espeicially if olugged into the same outlet as the hub.

[Rtm2]

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@Chrisee wrote:

@Rtm2  Do the three cables each go back to a seperate Ethernet port on the hub? Is can you try just using ports labelled 1 to 3. Is there any wireless equipment like a cordeless phone near the hub as they can cause the VDSL signal to drop as can some powerline adapters if you you use those to extend  ethernet connections espeicially if olugged into the same outlet as the hub.

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All three cables go into individual ports, but connecting a single cable caused the drop. There are no power line adaptors or anything in situ, it's a pretty basic setup. I've been through everything powering off all the electrical stuff (TV, Xbox etc) around the hub, and plugging the hub directly into the wall socket. There's nothing new or different in the devices we are using around the house. BUT - it struck me afterwards next door neighbour has had an automatic opening garage door installed close by... could this be a source of interference? The dates it was out in and the date this issue started seem to match....