Broadband dropping out

[Bob1946]

We recently upgraded our broadband - but ever since the the signal keeps dropping out interminently - its not possible to report a fault as every time we are off line the service checker wont work anyway - this happens at least once a day - for periods of around half an hour  - cant find a human at sky to talk to or how to report this issue - which affects our work and our leisure - no set time of day 

[JimM1]

@Bob1946 Just call sky on your landline phone if and when it is working, dial 150 to talk to sky Customer Service once you pass all the security!

[Bob1946]

having got through to Sky their people were really helpful and carried out a thourough test - all was working - but since then we have the same problem dropping out (incidentally when all lights are green) and the phone also not working - I am keeping a log as Sky suggested but the problem is still there 

[JimM1]

@Bob1946 Do you have the ability to go look at the sky Hub using a web manager? Reason i ask is you are on the sky Broadband Hub as you say all green lights, and there may be a logs write for a dropped wan or a stat's lookup that may also help. This is not for some people so only asking first before i point the way....

Do you have all FOUR lights across the board when you have the issue, that will be Power, Internet, wifi and Voice?

[Bob1946]

Hello - yes we have 4 lights when we drop out - unless it is for a long period - but mainly it is happening when the 4 lights are green   -  and this has only started since Openreach moved us from one telegraph pole to another - and I assume it is heavy useage by others that is causing this - but cant be certain -  

it ihas two patterns - eg Saturday at 1700 it went off for around half an hour hour - everthing including the phone 

Sunday TV dropped out and restarted a few minutes later (not sure about the other things) today Wifi dropped out at 10.24 for a few minutes and then came back .........  will see what happens later!   Thanks for your interest 

[JimM1]

@Bob1946 No problems keep at it all, surprised OR moved you on to a different pole that's kind off unusal to happen....

See you had an upgrade so was the pole move to give you a Full Fibre connection and no longer on copper cable?

[Bob1946]

Yes moved for full fibre and also is a shorter distance from pole to house 

[JimM1]

@Bob1946 Ok got you now, keep an eye on both the sky Hub and the new ONT you have installed...