Broadband turns off every night 3am to 5:47

[Bob64]

My broadband has been cutting out every night between 3:24 ish to 5:46 ish which is a pain because my house alarm is set at night to alert us to possible intruders.  I often get up at 4:30am, and the only way to turn off the disarm the alarm is to use the key pad downstairs - while the warning tones are blasting out and everyone is woken up. Consequently I can't set the alarm any more. This is the message I receive from the alarm:

Event Disconnected from Cloud - Control System occurred at your system at 29/10/2023 03:24:00

Event Connected to Cloud - Control System occurred at your system at 29/10/2023 05:46:00

Event Disconnected from Cloud - Control System occurred at your system at 30/10/2023 02:57:00

Event Connected to Cloud - Control System occurred at your system at 30/10/2023 05:47:00

Event Disconnected from Cloud - Control System occurred at your system at 31/10/2023 02:56:00

Event Connected to Cloud - Control System occurred at your system at 31/10/2023 05:47:00

Event Disconnected from Cloud - Control System occurred at your system at 01/11/2023 02:57:00

Event Connected to Cloud - Control System occurred at your system at 01/11/2023 05:47:00

.. this has continued every night since.

I have contacted the alarm company and they can find no fault, so this morning I had a lie-in until 5:30 and found that the sky box wont come on, its stuck on red light, and none of my devices are connected to the internet.

So I can conclude, my Sky Broadband is turning off every night for some reason. Someone please help! 

[jamesn123]

HI @Bob64 

Which light is RED? Power, Broadband or Wireless?

Can you please post your router stats

[Bob64]

Stats

Port	Status	TxPkts	RxPkts	Collision Pkts	Tx b/s	Rx b/s	Up Time
WAN	MER	283622868	525314449	0	223684	5047044	427:53:43
LAN	Down	0	0	0	0	0	00:00:00
WLAN (2.4 GHz)	Up	102779403	66837875	0	473504	58238	856:17:10
WLAN (5 GHz)	Up	533709563	331055095	0	0	0	856:17:09

Broadband Link	Downstream	Upstream
Connection Speed	79999 kbps	20000 kbps
Line Attenuation	D1(10.9 dB) , D2(19.5 dB) , D3(31.2 dB)	U0(2.3 dB) , U1(15.4 dB) , U2(21.7 dB)
Noise Margin	3.8 dB	11.0 dB

Logs

03:32:34 syslog: System time is up to date
03:47:38 syslog: TR69: Connect to Production ACS
03:47:38 syslog: TR69: Connection to ACS Complete
03:47:51 syslog: TR69: Close ACS Connection
03:50:24 syslog: Lease renewed 3600 ip 
03:59:05 syslog: WAN IPV6 UP
04:26:06 syslog: Lease renewed 3600 ip 
04:29:06 syslog: WAN IPV6 UP
04:51:00 syslog: Lease renewed 3600 ip 
04:59:06 syslog: WAN IPV6 UP
05:17:42 syslog: Lease renewed 3600 ip 
05:29:06 syslog: WAN IPV6 UP
05:41:42 syslog: Lease renewed 3600 ip 
05:50:27 syslog: Send out NTP request to ntp1.isp.sky.com
 05:50:28 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
 05:50:28 syslog: System time is up to date

[Bob64]

I'll check the lights overnight when it happens again.

[xenon81 · Accepted solution]

It doesn't look like the broadband is going down. Your Sky boxes will go into eco mode from 2:45-5:45am to save power. During this time they won't transmit a WiFi signal, but the router will still broadcast a WiFi signal and your alarm and other devices should just switch to that. 

Eco mode can be disabled in the Sky box settings if it's causing problems for your set up. 

[Daniel0210]

@Bob64 

This link explains eco mode and changing the settings

https://www.sky.com/help/articles/using-the-standby-settings 

[Bob64]

Thanks for the inputs and observations - this is a puzzle.

This morning I was up at 5:30am and the alarm was disconnected, as before the Sky box wouldn't come on, but by the time I looked at the router lights they were all green, perhaps they were throughout or maybe it was 5:45 by then - I will take a look at the eco mode.

However, I have not changed this eco setting and the issue started around 29th October and continues every night since, so I am not sure this is the answer.

I will try to work out what wifi the alarm is connected to. 

I suppose this should marked as resolved if we have ruled out router issues. 

[Daniel0210]

---

@Bob64 wrote:
the issue started around 29th October and continues every night since, so I am not sure this is the answer.

---

@Bob64 

Which coincides with the clocks changing. 

[Chrisee]

@Bob64 if the issue started recently it could be overnight work on your connection by either Sky or Openreach. Just like overnight roadworks or weekend engineering work on the trains this is a hazard of modern life. If I am right your service should go baxk to normal when the work is complete. 

[jamesn123]

@Bob64 

Give your poor router a reboot its been up for over a month!

It could well just need a reboot after the clocks changed as @Daniel0210 mentioned

[Slingham]

This started happening to me on 13th March 2024. My Alarm wifi dropped off and it gives me 240min for wifi to reconnect if not the alarm goes off and it has done at 05.42am  since,

My alarm company said the alarm is fine, SKY said that i have no issues on my line and to run a line test when it happens, or get an engineer to do so, How can i have an engineer to my home at that time LOL,

Also the connection in my garden house that runs on my sky stops during those times as my home beung the main hub, i supose goes into ECO mode and stops that working too,

I will try removing ECO mode on my TV, and see if this rectifies the issue,

Any other suggestions id be happy to hear them!! :):) TIA

[Bob64]

For me (original poster) the issue was that I had turned off a network switch box without realising. Most of my devices were plugged into it.

Faced with this problem, the sky box connected wirelessly, and it shared that connection with other devices it was wired to, like a wifi repeater. 

During the day, everything seemed fine, but when the Sky box goes into economy mode in the middle of the night, those devices were disconnected. 

[Slingham]

whats a network switch box? sorry i am not the best tech Ha ha, it reads from your original that we have a similar or same issue - ill check this when i am home

[Bob64]

Probably you don't have one if you're not sure what it is.

Is your alarm connected to the internet via Wifi? If so then its probably your Sky network "economy mode" like xenon81 mentioned above. 

[Slingham]

yes its connected via wifi, never had this before and its been in for 2 1/2 years . Ill change the mode and hope for the best.

thank you @Bob64