Broadband keeps dropping - router stats attached

[KGL1]

Hi all,

we've had issues going on 6 months now with our internet connection periodically dropping, sometimes several times a day, often several times a week. Going through the usual process of checking service status identifies an issue, then when it finishes the three checks the issue is resolved and our internet is back up and running.

We've done all the usual things (changed wifi channel etc) with guidance, then had an engineer visit who changed the hub, the phone connection, and the booster - basically all the equipment because it was quite old - but this has not made any difference.

as advised, here are our router statistics. Yesterday it dropped approx 4 times in the morning.

Appreciate any thoughts.

[Highlinder]

@KGL1Looking at the router stats provided there has been no drops in the 23 hours of uptime on the router. Does these drops happen on Wi-Fi connected devices or Wired devices or both?

[KGL1]

Hi, thanks for replying.

It happens with wifi connected devices. We have nothing directly linked to the router

[Highlinder]

@KGL1Do all of the Wi-Fi devices go down at the same time or do some of them still work?

[jamesn123]

@KGL1 

Your stats dont show a line drop since the router was rebooted 23hrs ago.

Your stats also show you do have a device connected to an ethernet port, do you know what device this is?

[KGL1]

@Highlinder mostly they all go down at the same time. 

[KGL1]

@jamesn123  That's interesting - my husband told me that yesterday morning he lost connection four times over several hours. I checked service status around 10.30am to find the "problem with your broadband" message.

I've just checked and realised there is one device attached, it is a Philips hub for two smart lightbulbs.

[jamesn123]

@KGL1 

Hmm okay so when was the last time you noticed a drop?

[KGL1]

Yesterday morning.  My husband was the only one at home and he messaged me at 11.30am complaining that it had dropped out several times that morning (which was affecting his work calls). 

I could blame him... but it's done it when I've been home alone too. It doesn't seem to respond to how many devices are in use, or time of day - just random outages in what feel like short bursts. Always resolved by doing the service checker, which always shows an issue, then goes through its checks, then says issue resolved. 

[jamesn123]

@KGL1 

Hmm okay, it would be difficult for an engineer to diagnose such an intermitent issue. Additionally Openreach only class it as an issue if you have the drops multiple times a day everyday. I think the best thing you can do is call Sky next time it happens rather than do the line test 

[KGL1]

@jamesn123 thanks, appreciate your thoughts.

It's not always convenient to call Sky though... I don't often have an hour to spare in the middle of a working day 😞

If it happens again is it worth doing the router stats straight after? Would that show anything of use?

[jamesn123]

@KGL1 

Possibly, its worth a try.

Alternatively we can escalate the post to Sky advisors on the forum who you can chat with when its convenient for you

[KGL1]

Thanks. Perhaps I need to get more data when it's happening, otherwise I feel they'll not be able to do anything more than has already been done. I've chatted to advisers twice now, and an engineer in person. One adviser suspected it was to do with the wifi channel, given the issue seems to resolve when the service is checked, but changing the channel didn't resolve the issue. 

Thanks for you time

[KGL1]

Hi @jamesn123 

So the internet dropped again this afternoon for my husband. His computer and phone lost connection and he jotted down the times he lost connection:

1.30pm

1.55pm

1.58pm

2.20pm

2.25pm

2.28pm

3.00pm

He said he did turn the router off and on a couple of times.

I've just done the router stats at 19.55, see below. Not sure if they show anything helpful or just that he restarted the router.

[Highlinder]

@KGL1  Are you re-starting the router or is it doing this itself with the uptime of  just over 4 hours and 45 minutes?