Connection totally dropped for over an hour

[Taeho]

Hi there, my sky broadband totally dropped since around 4:50pm, over an hour ago

I tried rebooting the hub, service checker, re-connecting  the cable etc, nothing works

In my hub, the "internet" light is off, only wifi is on without internet 

My service checker, firstly detects  the problem, but clicking [Let's  Fix It] button, it says everything is fine. So I can't book an  engineer because the service checker does not detect the problem

Please help me out here, I am working from home and is very serious losing  internet connection. Thank you.

[Taeho]

Okay now the service checker detected the problem properly, I could book  and engineer in Monday. (That means I'm left without internet for 3.5 days) 

What could have gone wrong? something must be disconnected between my router and the outer line

[Taeho]

Got it back now!

When I turned the router off for 10 seconds and restarted, it didn't work, but the openreach message asked me to turn that off for 30 seconds - unbelievably  that  worked. 

I think  there was some voltage spike in the house, as my PC also restarted for no reason around that time, and maybe the  router was under some broken state 

[TimmyBGood]

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@Taeho wrote:

I am working from home and is very serious losing  internet connection.

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In that case I'd urge you to investigate solutions which failover to cellular data: no domestic ISP can guarantee continuity of service (and nor do they attempt to do so)

[Taeho]

Hi

if you can see my previous post please double check on the details. i'm on the phone 

it disconnected again. my modem's voice light is yellow. it's same colour as disconnecting the data cable at all

I did all the recommended things like 1 minute power off and reconnecting the data cable etc

The other day it came back online in 2 hours. 

Service checker says everything is fine. Funny that even if I turn the router off, it appears everything is fine. The other day it took more than an hour until Service checker detected something was wrong.

What should i do? wait a few hours again? then it would come back?

[Taeho]

i've been using this service less than a year and so many disconnections. is there a way early termination of contract without penalty? 

[Taeho]

30 minutes later, Service checker detected disconnection and allowed me to book an engineer. it might come back online in a couple hours but there must be some problem 

[Chrisee · Accepted solution]

@Taeho several points firstly you are not talking to Sky staff by posting in the forum.

Secondly delivering high speed broadband over a copper line which can be decades old is not that reliable but until full fibre is available its the best technology you can use. Faults can and do occur at various points the most vulnerable is the copper line to your home which can be affected by the weather, electrical interference and physical damage to name only a few causes.. 

Openreach who owns the network Sky use to provide a broadband connection to your home offer a 2 working day after report SLA to fix faults on a domestic line. You were quite lucky to be offered a check on the next working day which is Monday. That you choose to use your domestic connection for work is your business and you are saving money but you have to be aware of the risks you are running by doing so, 

Turning kit off, waiting a few minutes and turning it back on is almost a universal first step in fault finding and it is there because it works in a lot of cases.

[Taeho]

By any chance, was the inteference caused by the recent solar storm and aurora? 

[Chrisee]

@Taeho not heard anything but it is possible I suppose especially if you have an overhead line as that can act as an aerial.It doesnt take a lot of noise to knock out VDSL connections.