Broadband keeps dropping out

[Alan329]

How do I actually get to talk to an advisor about my broadband problem?  I tried the main Sky number and it just sent me a text with a link to test my connection, which didn't work.  For a few weeks now, my broadband intermittantly drops out.  It will go off for around 30 seconds and then comes back.  It does it several times a day and is getting very annoying.   It does it for all my devices, laptop, ipad, phones.   I tried the Sky service checker and it says everything is OK, but then my internet dropped and obviously the service checker couldn't run so that is next to useless.  Everything is OK except when there is no internet connection then it can't help.

[Alan329]

Router stats

[Chrisee]

@Alan329 if you had stayed on the line and not accepted the text option you would be routed to an agent but with the bad weather this week Sky's lines would have been exceptionally busy.

The stats show that your line is healthy and the connection to the hub has not dropped for over 222hours which is more than a week. So whatever is the problem its not an issue with line. The same appears to be true for both the wifi and wired networks in your home. 

If the "drops" are actually the connection not loading new pages then the issue could be explained by a DNS issue but data should flow oncectgecapp or webpage has loaded does that sound possible? One thing to try is to unplug your hub for at least an hour or overnight as that should forceca change in the IP address and hopefully the physical server managing your connection which should resolve any DNS and associated issues.

[Alan329]

@Chrisee Thanks for replying.  I will try that tonight, I can leave it unplugged overnight so that should be a good 8 hours.  I had noticed that the line was showing as up and I have checked many times that I have 3 green lights on the front of the router so i was baffling me that it keeps dropping out.  My Sky Q hub is connected to the router by ethernet cable, so I keep meaning to see if the wired network goes down as well as Wifi but I am never quick enough as it is only down for 30 seconds or so.  Facebook is a great indicator because it pops a message up saying you are offline and another when the network is restored.  Refreshing emails is another good one as outlook shows an error connecting

[thx1038eva]

I've been having exactly the same problem for a few weeks now... it's like a quick reset. It goes completely off (all green lights OFF on sky hub) and then before you know it.. they all come back on.  In theory not a major issue BUT I have around 30 smart devices which all lose connection and have to gradually reconnect over the next few hours... some of them don't reconnect and I hav to reconfigure them!! I only watch TV on a fire stick so the streaming programme is interrupted and if I'm on a video call that is chopped too... Curiously I have noted that the earliest interruption is around 21:40ish  (their phone lines close at 21:00) So you can't phone anyone until the next day!!! by then everything is OK ..and did you just imagine it??  **bleep**! NO!!!  They reset something & sometimes several times in the evening... This is extremely bad service and luckily for me my contract is ending soon... so I am switching to a more reliable provider.

 As can be seen.. the most reccent "RESET" was just over 30 mins ago... I've had enough!

[Chrisee]

@thx1038eva one thing is certain you dont have the same issue as the OP as your stats show your hub is rebooting their's showed the opposite.

Any hub that spontaenously reboots is probably faulty assuming it isnt something silly like a lose powerlead. Call Sky to get the unit swapped out.

[thx1038eva]

Thankyou.. good suggestion. Power cable is stable - no power issues.. I'm not sure if it's fauly as it doesn't reset during the day only in the evenings or after midnight... I know this because I am home all day and am constantly using either a smart device, TV for streaming or computer.  But thanks I will call them and see what they have to say.