Broadband intermittently disconnecting

[silverous]

Hi

I have sky broadband based on fibre to the premise.  Recently the connection has been dropping several times a day, disrupting use and calls.  It can't be WiFi as it is affecting both and all wired and wireless devices and the attached page comes up which means WiFi is working to deliver the page from the hub.  There was recently some utility work being done in our road, I don't know if that could have had an effect.  What's the best way forward ?

[Chrisee]

@silverous if you post your Sky hub's connection stats so that forum members can possibly see what is wrong. See Find your Sky Broadband router statistics

[silverous]

 thanks so much please see statistics below.  WiFi is disabled because I have several wired access points connected so the sky hub doesn't do the WiFi piece.

[Chrisee]

@silverous Your external connection last dropped 7 hours before you took thise statscwhen the hub rebooted. If the hub is rebooting on its own it is faulty and needs replacing. The grea thing about full fibre is its stability your hub should nit restart for weeks or months at a time. If your hub is not stable you need to get Sky to replace it.

[silverous]

Thanks so you think it's the hub rather than an issue with fibre ?  I seem to recall you could get intermittent issues with copper lines in the old days does fibre tend to be more works or doesn't ?  

[cookiemonsteruk]

@silverous 

The first image shows you were using 4g data which means you are not on the same network. The second shows only 39 collision packets. Not in itself significant but can be if everything runs off ethernet. Are you running any devices between the router and your lan devices.  

[silverous]

 I think I was out and about when I posted the screenshot, I'd need to have been on the same network in order to receive the error page back from the hub.  

I have some ubiquiti WiFi 6 access points and small switches off Ethernet cable connected in to the hub.  

When the connection disconnects, if I look at the front of the hub I see something like this

[cookiemonsteruk]

@silverous 

It may be a case of your internet calls going down (a known issue) and taking the broadband with it. 

[silverous]

Thanks, what is the cause of that - is it only some customers some times or any common theme ?  Sounds annoying (is annoying !)

sky have said they want me to run the test which of course returns fine when the intermittent problem doesn't happen, so they said to run it when it is happening, sometimes it's quite brief so I'll have to be quick.  

any tips for getting a swift resolution from sky ?