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Discussion topic: Broadband intermittet

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This message was authored by feilte This message was authored by: feilte

Broadband intermittet

A few days ago my connection started dropping intermittently. When I do an online check it says a problem has occurred and tests are unavilable. I live in west of Ireland


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

Re: Broadband intermittet

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

@feilte 

 

Your downstream noise margin is high and suggests a line fault and the single downstream line attentuation figure suggests you are on a copper line all the way to the exchange so probably no fibre to the cabinet available.

 

Can you "run tests" on your my sky app or sky.com account and post the info in "more about your connection"

 

It does look like you will need to call sky ireland tomorrow on 08.185.00.27.3
(Remove all the full stops)

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

Re: Broadband intermittet

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

@feilte 

 

Are you able to post your hub stats

 

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

----------------------------------------------------
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
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If I say something you like give a thumbs up
This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Broadband intermittet

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

@feilte 

 

There does appear to be outages in Galway city, Ennis, Limerick and Lixnaw

----------------------------------------------------
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
feilte
Topic Author
This message was authored by feilte This message was authored by: feilte

Re: Broadband intermittet

Router Statistics
System Up Time: 30:36:17
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN PPPoE 1265425 2514711 0 4872 7433 19:43:38
LAN Down 0 0 0 0 0 00:00:00
WLAN (2.4 GHz) Up 3519891 1771005 6 4812 3940 30:34:37
WLAN (5 GHz) Up 2937317 1271913 0 604232 39219 30:34:26
Broadband Link Downstream Upstream
Connection Speed (Kbps) 9213 670
Line Attenuation (dB) 39.5 20.5
Noise Margin (dB) 9.0 22.9
Poll Interval:
Seconds (at least 3s):
10
Set Interval Stop
This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk Answer

Re: Broadband intermittet

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

@feilte 

 

Your downstream noise margin is high and suggests a line fault and the single downstream line attentuation figure suggests you are on a copper line all the way to the exchange so probably no fibre to the cabinet available.

 

Can you "run tests" on your my sky app or sky.com account and post the info in "more about your connection"

 

It does look like you will need to call sky ireland tomorrow on 08.185.00.27.3
(Remove all the full stops)

----------------------------------------------------
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
feilte
Topic Author
This message was authored by feilte This message was authored by: feilte

Re: Broadband intermittet

Thanks. No fibre available here. Tests won't work. Says no communication with hub then tests unavailable. I 'll phone Sky tomorrow

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

Re: Broadband intermittet

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

@feilte 

 

Where 'bouts are you on the west coast ? Any off the areas i mentioned above?

----------------------------------------------------
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
feilte
Topic Author
This message was authored by feilte This message was authored by: feilte

Re: Broadband intermittet

No. Knock, south Mayo

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

Re: Broadband intermittet

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

@feilte 

 

The nearest known outages then are Galway city , Mohill and Athlone

 

Do give sky a call tomorrow but get back to us if you don't have any joy and we can escalate it to Sky

----------------------------------------------------
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
feilte
Topic Author
This message was authored by feilte This message was authored by: feilte

Re: Broadband intermittet

No luck contacting Sky. Just a recorded message saying do the online checks myself (which don't work) No option to speak to real person. I am considering changing y broadband provider. Can you please help further? Thanks

 

Ray

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

Re: Broadband intermittet

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

@feilte 

 

Keep logged onto the forum preferrably using a chrome browser

 

I've escalated your post via the community chat. This link explains how it works

 

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

----------------------------------------------------
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
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