Broadband dropping

[zm4]

Last 3 days now, broadband will drop every so often, feels like it's getting more frequent - few times an hour. Only drops for a couple of minutes at a time, broadband light flashes amber then reconnects. Broadband status test shows nothing wrong - reconnects by time test is complete, but keeps cutting me off work calls and losing connection to work server so having to redo tasks. Anyone else had this issue? Spoke to sky on phone and they say nothing wrong with the line.

here's the log from router when it happened earlier:

09:35:14 syslog: ptm0.1 - WAN link DOWN.
09:35:14 syslog: DHCP lease invalid(WANoE). Connection DOWN.
09:35:17 syslog: Clear IP addresses. IP connection DOWN.
09:35:19 syslog: Voice IP Connection Down
09:35:19 syslog: [44030.498000] Line 0: xDSL link down
09:35:19 syslog: [44033.556000] Line 0: xDSL G.994 training
09:35:21 syslog: Voice Disconnected
09:35:27 syslog: Voice DeInitialized
09:35:27 syslog: [44041.561000] Line 0: VDSL G.993 started
09:35:44 syslog: [44057.571000] Line 0: VDSL G.993 channel analysis
09:35:44 syslog: [44059.492000] Line 0: VDSL2 link up, Bearer 0, us=16995, ds=29997
09:35:44 syslog: [44059.492000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
09:35:45 syslog: sky dhcpc client (v0.0.1) started
09:35:52 syslog: ptm0.1 - WAN link UP.
09:35:52 syslog: Received valid DHCP lease from server. Connection UP.
09:35:53 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D200196D018599/3C8994736910/90.193.1.167/7.04.0100.R/::]
09:36:03 syslog: WAN IPV6 UP
09:36:03 syslog: Voice IP Connection Up: 2a02:c7c:ad71:cc00::1/64
09:36:03 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D200196D018599/3C8994736910/90.193.1.167/7.04.0100.R/::]
09:36:05 syslog: Voice Configured
09:36:09 syslog: Voice Initialized

thanks

[cookiemonsteruk]

@zm4 

That log is showing 29 Mbps download and 17Mbps upload . So looks like something is wrong

Contact sky as below

Follow the link and choose need more help

https://www.sky.com/help/home/

If in the Republic of Ireland go to the bottom of the page and change the flag to Republic of Ireland

To report the issue

[JimM1]

@zm4 Would also have a quick look at you stat's as you may have a noisy copper line, or a home fault!

How to read your Sky Hub statistics

[zm4]

 

Thanks for the reply. Hopefully these are what you mean - I'm a complete novice at this stuff.

[cookiemonsteruk]

@zm4 

The down stream noise margin is sky high you should be getting 65-80Mbps

Call sky per my link above

[JimM1]

@zm4 You did well, follow @cookiemonsteruk guidance and call sky, have them run the line check and advise you what they want to do. Not going to get better if you do not deal with it.👍

[zm4]

Thanks for the replies. Just an update to this - Sky sent a new router which hasn't changed anything. They tried to run a line test over the phone but kept getting an error in just trying to run the test. So now I have to wait for them to sort their test out before they'll call an engineer out.

[JimM1]

@zm4 Think the new hub sent was a clutching at straws for that as a fix, and hopefully you do not have an internal home wiring issue and that it is all external, the noise level that is showing is an openreach engineer visit to find and fix type situation. As you say keep the Forum updated with the outcome, it just may be an easy sort for the engineer to find and fix!

[zm4 · Accepted solution]

Just to finish this thread off - engineer came today and found the old line was faulty. New line put in place and all is back well again. 

[JimM1]

@zm4 Give a week to settle in, then grab your stat's like before, you will have a reference to compare for future use.