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Discussion topic: Broadband drops out from mid afternoon

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This message was authored by JCD75 This message was authored by: JCD75

Broadband drops out from mid afternoon

We're on fibre broadband and it was great for a while.

 

Now from about 3pm, when the kids start coming home from school in the area.. The connection starts dropping from anything to a minute to 20 minutes. 

 

It's annoying when I'm trying to catch up on work as my work is done using software online. The kids want to watch something on Netflix and they can't. 

 

All Sky do is blame Openreach. Who come and can't find a fault. 

 

Any help, would be really useful and thanks in advance.

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This message was authored by jamesn123 This message was authored by: jamesn123

Re: Broadband drops out from mid afternoon

Posted by a Superuser, not a Sky employee. Find out more

Hi @JCD75 

Please post your router stats

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
JCD75
Topic Author
This message was authored by JCD75 This message was authored by: JCD75

Re: Broadband drops out from mid afternoon

2022-05-26.png

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Broadband drops out from mid afternoon

Posted by a Superuser, not a Sky employee. Find out more

@JCD75 

So your stats suggest there was a line drop 22 hours ago. Additionally you have pretty odd speeds, it looks like your line has been banded due to a fault, either dropping line or errors on the line. 

What happens when you run the line test on the My Sky app? It should allow you to book an engineer 

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Broadband drops out from mid afternoon

Posted by a Superuser, not a Sky employee. Find out more

@JCD75 

 

Your speed is 39Mbps and your line attenuation shows its capable of 75-80Mbps and sign of line drops

 

Can you run tests from my sky app and post the info in more about your connection

 

 

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
JCD75
Topic Author
This message was authored by JCD75 This message was authored by: JCD75

Re: Broadband drops out from mid afternoon

Yes Sky app says need an engineer as line fault. Openreach call and say there is no fault so just a vicious circle.

This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Broadband drops out from mid aftedrnoon

Posted by a Superuser, not a Sky employee. Find out more

@JCD75 

 

For clarification what did it say about your minimum guaranteed download speed?

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
JCD75
Topic Author
This message was authored by JCD75 This message was authored by: JCD75

Re: Broadband drops out from mid afternoon

2022-05-26 (2).png2022-05-26 (1).png

JCD75
Topic Author
This message was authored by JCD75 This message was authored by: JCD75

Re: Broadband drops out from mid afternoon

2022-05-26 (3).png

This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Broadband drops out from mid afternoon

Posted by a Superuser, not a Sky employee. Find out more

@JCD75 

 

You are getting 39Mbps and guarantee is 51Mbps. The is a fault that needs investigated

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Broadband drops out from mid afternoon

Posted by a Superuser, not a Sky employee. Find out more

@JCD75 

 

Just curious openreach don't ring customers. Did you try to book online?

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
JCD75
Topic Author
This message was authored by JCD75 This message was authored by: JCD75

Re: Broadband drops out from mid afternoon

When you book an engineer - Sky have been sending openreach as the fault they have is outside the house. 

Sky blame Openreach and then vice versa. You just need to assume they will sort it.

JCD75
Topic Author
This message was authored by JCD75 This message was authored by: JCD75

Re: Broadband drops out from mid afternoon

Thank you Cookiemonster and James for help. I'm not speaking to Sky. 🤞

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