Broadband drops

[nlau113]

Hi, I recently had my hub replaced because my broadband had been dropping at random intervals throughout the day. The hub led used to go red and refuse to go white until i power cycled it.

The hub no longer does this however, despite the slight improvement, im still getting drops in broadband throughout the day at random intervals. The drops last anywhere from 5-15 secs but goes back to normal after. I noticed the hub doesn't go red during this time however which makes me think this is a line issue.

I have already contacted technical support, was on the phone to them for over 2 hours and done all the steps with them but it still appears to be happening. Because the service checker isnt flagging the frequent drops/significant issues, customer service are reluctant to send a openreach engineer.

• The only things it shows is in service checker, it says
  "Speed to your Home Poor"
• Your guaranteed minimum download speed: 600Mb/s but over the last 10 days, its been around 550Mb/s. Its worth noting in august it was 900Mb/s

I have done all the usual stuff like moving the hub, checking all cables are connected, resetting the hub, configuring my general setup but nothing has worked. I have even tried looking at the router logs but nothing shows up.

It goes without saying this is not ideal especially when working from home in important meetings coupled with the fact i have a sky glass tv that relies on the internet.

Does anyone know what i can do?

[Jason-]

Hello @nlau113,

Thanks for taking the time to join our Community and make your first post. We're sorry to see that this is to report issues you're still having with Sky Broadband connection despite receiving a replacement Hub. 

I'll send you an invite to a private chat shortly and we can help get this working better for you. 
 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours. Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Thanks, Jason-

[nlau113]

Hi, can you send me another invite for a conversation please 

[Brill+Gill]

Of course @nlau113, I'll send that now. 🙂