Broadband ongoing issues

[Andeejay]

Our internet keeps dropping out several times a day. Sometimes it comes back quickly others it takes a long time and often we end up having to reboot the router. 

It seems really unstable and I work from home. Any advice on how to log this. Tried all the options online and phone but unable to speak to a person!

Thanks 

[JimM1]

@AndeejayRun the diagnostic test to your line, and if it does find a fault follow the steps.

This should determine if there's an identified fault affecting multiple households.

If there aren't any then try running the line test here
Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

[RG23]

We have been having the same problem ever since we upgraded to Full Fibre 500. Every day the broadband drops off, some days more than once - usually back within a minute or two. Almost inevitable for it to drop when it rains, but we have had quite a few dry days and it does drop at least once, but generally 2-3 times a day. Running the diagnostic tests is no good as you can only run them when you have a working connection at which point it tells you everything is fine, it is a circular reference!!

[Andeejay]

Thank you, we've tried this and even when there is a missing green light from the router  a red even a red light suggesting a problem, it's still saying everything is fine. 

[caesarome]

@RG23 

You can run the test anytime from any device so you can use a mobile on a data network to run it. You can also run it via the MySky app on a mobile.

[JimM1]

@Andeejay Have you tried calling sky for help!

[Andeejay]

Yes, I have tried calling but can't seem to get past the automated service. Very frustrating! 

[JimM1]

@Andeejay Not easy but the general advice when calling do as needed, and when you get to the shall we direct you to the Forum etc, keep quite and hope to get put in the queue to speak with Customer Service, Never had a problem speaking, but then again never really need to call them for help.

[RG23]

Thanks, but I tend to rely upon the WiFi to get a mobile connection for calls/SMS etc. By the time I get a reliable signal the fixed connection more than likely has resolved itself. I have called Sky before on this and again because they can only run the test at that time they never find a fault. I think the next step is to raise a complaint as sounds like I am not alone in the frustration of this type of issue

[JimM1]

@RG23 You may wish to open up your own post!

[RG23]

Trying saying "Technical problem" to the voice automated prompt, that seems to get you to a live person otherwise the automated service takes you round in circles and you may not get anywhere. Sky are now sending me a replacement Hub, will see if this solves the problem.