Connection problems

[Horrockshead]

Hi, 

My broadband correction has been randomly dropping. The broadband light goes to amber for a matter of seconds and then back to green. Some devices are also asked to "sign in" before the connection resumes again.

When the broadband light is green the service checker is all green however I have finally been able to catch it when it goes to amber and the service checker says there is an issue with the connection. But doesn't say what it is.

I know Sky have been having issues yesterday but this has been happening for a few weeks now.

Thanks

[Highlinder]

@Horrockshead 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...

[Horrockshead]

Device Name MAC Address UNKNOWN 52:6e:b3:35:27:70 UNKNOWN b8:e9:37:13:97:72 XboxOne 4c:0b:be:8b:e6:b8 UNKNOWN 58:2f:40:7f:e4:a1 TheHorrocksiPad 70:de:e2:31:b7:13 UNKNOWN a2:6d:79:8f:8d:c3 UNKNOWN 22:0f:e6:56:09:a1 localhost 78:bd:bc:61:de:ce UNC-MBP-056 74:8f:3c:c3:36:7a Peter-s-Tab-A-8-0-2019 06:fb:1d:b8:c1:82 Peters-Air 38:f9:d3:6c:9e:98 SonosZP 00:0e:58:6b:9a:32 SonosZP 00:0e:58:c7:b4:a0 SonosZP 00:0e:58:f5:91:40 SKY+HD 20:47:ed:cb:8b:9a HP324112 84:a9:3e:32:41:12

[Highlinder]

@Horrockshead  That is not what we are looking for. You need to follow the steps to the end.

[Horrockshead]

This?

Detailshelp

ManufacturerSky

ModelSR203

Firmware Version7.03.0200.R

DSL Firmware VersionA2pvfbH043p1.d26u

---

Modemhelp

Modem StatusConnected

Traffic Type:PTM

Line Rate - Upstream (Kbps):8427

Line Rate - Downstream (Kbps):54506

IPv6 Loopback Address2a02:c7c:a6e0:c000::1/128

---

Broadband Porthelp

MAC Addressc0:a3:6e:90:59:72

IPv4 Address94.13.5.246

Network TypeMER

IPv4 Subnet Mask255.255.252.0

Gateway IPv4 Address94.13.4.1

IPv4 Domain Name Server90.207.238.97, 90.207.238.99

Gateway IPv6 Addressfe80::22

IPv6 Domain Name Server 

IPv6 Global Address2a02:c7c:a6e0:c000::1/64

IPv6 Link Local Addressfe80::c2a3:6eff:fe90:5972

IPv6 Delegated Prefix2a02:c7c:a6e0:c000::/56

---

LAN Porthelp

MAC Addressc0:a3:6e:90:59:71

IPv4 Address192.168.0.1

DHCPv4On

IPv4 Subnet Mask255.255.255.0

IPv6 ULAfd9d:7e98:53bd:0:c2a3:6eff:fe90:5970/64

IPv6 Global Address2a02:c7c:a6e0:c000::1

IPv6 Link Local Addressfe80::c2a3:6eff:fe90:5971

DHCPv6On

---

WiFi Porthelp

Name (SSID) SKYFNIKZ

Region Europe

Current Channel 11 (2.4 GHz), 36 (5 GHz)

WiFi AP Enabled

Broadcast Name Yes

---

Connection Status Show Statistics

[Highlinder]

@Horrockshead  Go to the bottom of that page and click on show statistics  and you will find what the community is looking for.

[Horrockshead]

Router Statistics

System Up Time: 08:27:18

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 752884 2093614 0 189540 1422151 00:57:52 LAN Up 211862 23882 0 19679 244 08:27:18 WLAN (2.4 GHz) Up 748567 333611 0 30456 15907 08:25:28 WLAN (5 GHz) Up 15030718 7049727 0 0 238422 08:25:25

---

Broadband Link Downstream Upstream Connection Speed 54506 kbps 8427 kbps Line Attenuation D1(13.7 dB) , D2(40.7 dB) , D3(55.6 dB) U0(3.6 dB) , U1(39.8 dB) , U2(40.3 dB) Noise Margin 3.2 dB 6.6 dB

---

Poll Interval:

Seconds (at least 3s):

Set Interval Stop

[Highlinder]

@Horrockshead  How many times has the connection dropped today since coming back up from the outage?

[Horrockshead]

About 10 times, tried the power restart and that didn't help.

it's been dropping out for days now

any help would be appreciated 

thanks

[Highlinder]

@Horrockshead 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 run this and see if it finds the fault?

[Paulsraging]

Last few months constant problems totally going down and now the reach of my wifi has dropped and now barely reaches 20 ft from the router!! It's pathetic and can never get any help from SKY

[Horrockshead]

No it doesn't find a fault as by the time I run the test it's back up and running! 

[Highlinder]

@Horrockshead  If it is always dropping give Sky a call and say that the broadband test is not picking up the line drops and ask them to run a more in depth test to enable an engineer to be sent out.