Broadband drops every night from around midnight

[Ruba1]

At least yours has some form of update mine gaslights me and says everything is okay and everything is connected but I'm looking at the WiFi box and all the lights are going orange and then off 😩

[emaj]

I understand need maintenance but when the app tells me everything is working and all good yet I can't get any internet it's very frustrating. Not only for shift on call work but my partner is disabled so yeah I'm all for maintenance but I'm not for **bleep** customer service and being lied to by the service checker. 

[Cerison]

It's been happening to me at around 2.30-3am every night for the last three nights. I do all the stuff Sky says, I check my connection, and as per usual, Sky assures me there's nothing wrong, because of course, nothing is ever Sky's fault.

If there were any other reliable options in my area, I'd have switched to them by now, but unfortunately I'm stuck paying a ridiculous amount for a service that constantly breaks.

[Mithrellas]

Its definitely bizarre behaviour that is for sure something on Skys end. For me, on Monday - Tuesday -  Thursday & Friday there was a dropout around 2am. Each time the ONT of my fibre remained green but the sky hub reset itself. This happens twice over the course of 5-10 minutes then the service is all working again.

I thought at first it could be a router upgrade during the maintenance window but that wouldnt happen 4 different nights. It doesnt seem to be an issue with the service itself as the service light remains lit on the ONT. Only the Sky Hub is resetting causing brief downtime. I have tried speaking to Sky about this however sadly couldnt get the frontline agent that answered to understand my query, after confirming the service was working when I called they said they couldn't help further. As someone who worked closely with the networks team and the frontline agents at Sky for many years the outcome of the call was totally expected.

[hgwv]

The routers don't seem to know which firmware is the latest so they switch between two versions a few times every night. It's certainly annoying.

[Zerix]

I'm Cancelling my sky this is so stupid should have been fixed after the first time it happened

[Lickydog50]

Same here,  rebooted the router in the morning as it was still playing games with me. As others report,  sky diagnostics were all fine but we had no connection to Internet services from midnight or so. Second night and it's doing it again. 

[Ruba1]

Has anybody been having issues with the satellite signal as well? For a week now can't watch anything as it shows satellite error on tv but then again when doing the test the app says everything is connected and fine 🫠🫠🫠

[Paul+Dray]

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@Ruba1 wrote:

Has anybody been having issues with the satellite signal as well? For a week now can't watch anything as it shows satellite error on tv but then again when doing the test the app says everything is connected and fine 🫠🫠🫠

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There's no relationship between those services so if your Sky satellite isn't working for a week you'll need to phone Sky about that.

[Dave40]

Yes but with B.T you can get a back up EE small hub that connects to your main hub via erthner cable and the small EE box connects to 4G signal and your never without internet I've recently moved to sky from b.t I'm on WiFi max best package they do and it's definitely not as good as b.t I think I'll be going back to b.t I'll give it another week on still in my cooling off period. Withdrawal b.t you get a WiFi landline phone as well for free sky is well bad and their customer service is so bad aswell I honestly think after having both b.t is far superior by a mile. But I'll give it another week with sky WiFi max but I think I'll be going back to b.t if I'm honest 

[JimM1]

@Dave40 Sounds like you do not or did not have the BT Hybrid connect as it will catch BB drops and at a way reduced speed with very restricted Internet and if you happen to not have EE 4g area connection then you don't get it at all. You also may find that you have no return path back to BT now, if they push you to EE. The small back up unit is for major down broadband from BT to ride out the fix time and you don't get that unless you are in one off the higher packages from BT/EE.

[Vik87]

And it's started again! Happened last night and like clock work it's all dropped out again - it started at 23.10 tonight. It's a total disgrace and unacceptable. 

[JimM1]

@Vik87 If it is maintenance being carried out there is nothing that you can do about it! What is happening regarding the hub light or lights!

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[Daniel0210]

@Vik87 

2310 seems too early for essential maintenance. If you haven’t done it yet use this link to check to see if there are any broadband problems or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households.

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won't receive additional or quicker support.