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Discussion topic: Connection keeps dropping

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This message was authored by AJones97 This message was authored by: AJones97

Connection keeps dropping

 For the past few days at  random times throughout the day my Internet connection just drops for no apparent reason. The drop only lasts for a few minutes then its usually back up which means that using the self diagnose doesn't have time to finish before connection is restored. Sometimes it can be hours between Internet loss and other times it can be within a few minutes of each other and it's rather frustrating since I rely on the Internet for work.

 

Has anyone else had the same happen to them? Any help is appreciated thankyou 

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This message was authored by jamesn123 This message was authored by: jamesn123

Re: Connection keeps dropping

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

Hi @AJones97 

Please post your router stats

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
AJones97
Topic Author
This message was authored by AJones97 This message was authored by: AJones97

Re: Connection keeps dropping

I'm not sure I'm able to, I follow the process along and once I click on the maintenance tab it asks for a username and password. I followed advice to reset my sky router a process I have since repeated several times but as soon as I put in the username and password the boxes just go blank again 

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Connection keeps dropping

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

@AJones97 

Are you using an Apple device? If so thats likely the issue. Try using a different broswer than Safari or a non-apple device entirely.

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
This message was authored by stevene1 This message was authored by: stevene1

Re: Connection keeps dropping

This has been happening to me constantly since November.   Totally random 3 or 4 times a day the Internet just drops out, the router shows the centre orange light blinking and back on 2/3 minutes later.    Even spend the extra money to secure a better router and speed guarantee and made no difference. 

This message was authored by Highlinder This message was authored by: Highlinder

Re: Connection keeps dropping

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

@stevene1 Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

 

Can you also check that you are getting your minimum speed that you are supposed to be getting with your connection.



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This message was authored by stevene1 This message was authored by: stevene1

Re: Connection keeps dropping

I run that everytime it drops out and it tells me there is no issues.    

 

Over Christmas day and boxing day the Internet was crawling and I couldn't even turn off my room lights (via alexa) as everything in the house stated there was no Internet.  But the check said full speed and no issues.    I have had repeated issues where the sky q box states there is no Internet and that's a wired connection and everytime it takes 15 reseting everything.   It's becoming pointless watching a film on Netflix as it won't stay up for the whole film..... Sorry went on a rant there.

 

But I paid for the higher priced broadband with the new router to sort issues like this and it's now the same a before. 

This message was authored by Highlinder This message was authored by: Highlinder

Re: Connection keeps dropping

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

@stevene1 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...



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This message was authored by stevene1 This message was authored by: stevene1

Re: Connection keeps dropping

Here is the cut and paste as requested below, just for keeping up to date, yesterday the internet reset 7 times in total, the last when the sky box then starting running at a crawl and reported it was not connected to the internet again.  Overnight all ok again and no sign of issues.

 

Router Statistics
System Up Time: 12:10:25
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN MER 288410 642827 0 71477 46475 04:31:04
LAN Up 881072 420924 10 158812 37937 12:10:25
WLAN (2.4 GHz) Up 1690121 546062 0 19840 78154 12:08:30
WLAN (5 GHz) Up 3298573 1295674 0 508313 99927 12:08:27
Broadband Link Downstream Upstream
Connection Speed 55000 kbps 19000 kbps
Line Attenuation D1(10.3 dB) , D2(23.3 dB) , D3(36.0 dB) U0(2.9 dB) , U1(16.8 dB) , U2(26.9 dB)
Noise Margin 9.4 dB 9.9 dB
This message was authored by Highlinder This message was authored by: Highlinder

Re: Connection keeps dropping

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

@stevene1 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

 

More information about this process can be found in the link below.

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



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This message was authored by Mr+Flibbles+86 This message was authored by: Mr+Flibbles+86

Re: Connection keeps dropping

Posted by a Sky employee

Thanks for escalating this. We’ve sent an invite to @stevene1 to chat.

This message was authored by stevene1 This message was authored by: stevene1

Re: Connection keeps dropping

It would not allow me to send a pm from the link sent. 

This message was authored by Highlinder This message was authored by: Highlinder

Re: Connection keeps dropping

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

@stevene1  Did you send the message in the bubble that comes up to open up a chat with Sky?



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This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Connection keeps dropping

Posted by a Sky employee

Thanks for chatting to us @stevene1 . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Thanks

Lisa - Sky Tech Team Expert
AJones97
Topic Author
This message was authored by AJones97 This message was authored by: AJones97

Re: Connection keeps dropping

Sorry for the delay, but I've managed to get those stats for you. The issue of random disconnects seems to have stopped but now my Internet speed is down real slow even though I have the superfast package 

Screenshot_20240207_180133_Chrome.jpg

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