Broadband drops out

[shaunlfc32]

Hi. Every now and then the broadband drops out. Router lights go orange then comes back on. Any ideas? Thanks 

[jamesn123]

Hi @shaunlfc32 

Are you on FTTP or FTTC? If FTTC have you are connected to the master telephone socket with a microfilter if required?

[shaunlfc32]

How do I know the difference? 

[jamesn123]

@shaunlfc32 

Do you have a while Openreach box on the wall with flashing lights or do you connect your hub to the telephone socket?

[shaunlfc32]

Hub to telephone socket

[jamesn123]

@shaunlfc32 

So if you are confident that you are using the master telephone socket and your using a microfilter if you only have a single port telephone socket then it sounds like you'll need to report this to Sky so they can send an engineer. I have escalated your post, look out for a message on the forum from a Sky rep. 

[shaunlfc32]

We aren't using a micro filter. We haven't been in this house long and when we moved sky sent out two cables to the new house and didn't say we needed a micro filter 

[jamesn123]

@shaunlfc32 

It might be easier if you just post a picture of your telephone socket.

[shaunlfc32]

 

[jamesn123]

@shaunlfc32 

You should be using a microfilter for that type of socket. I know Sky have stopped sending them out because its very rare for someone to have that type of socket anymore.

You can buy microfilters from many online stores or in local electrical ones. 

[shaunlfc32]

Ok I'll go buy one and see if that helps. Thanks a lot 

[shaunlfc32]

So went and got a micro filter today. Plugged it all in and I get no internet at all with it fitted. The internet light in router flashes orange then goes of. Took micro filter out and it works 

[jamesn123]

@shaunlfc32 

I would imagine thats because your currently using a BT style phone jack cable to connect your router, and your using that same cable to connect to the microfilter which would be the wrong port, they are labled telephone & broadband. You would need an RJ11 cable to connect to the correct port of the microfilter.

If its easier I can escalate your post to Sky so you can chat to them and see if they will send an engineer to look at the setup for you

[shaunlfc32]

Sky have said you no longer need to use micro filters. They are coming out today anyway as they have found a fault on the line