Constant broadband dropouts

[DSkyUser]

For the past couple of weeks I've been experiencing constant dropouts of broadband, affecting both Ethernet and WiFi connections. 

The dropouts can occur as bad as every few minutes and last a few minutes at a time. 

No changes to router, all lights remain green and a speed test shows no issues on the sky app. 

I've run the following to troubleshoot:

reboot affected devices

reboot router and ONT

power off for 30 minutes

reset hub

replaced Ethernet cable between ONT and router

It's  beginning to impact my working from home with constant VPN dropouts and has all but forced us onto mobile data for most of the day now due to the unreliability of the connection.

I'm wondering if someone else has experienced this issue or some troubleshooting in maybe missing as calls to Sky have proved unuseful and support via the app hasn't offered much. 

[Tom-W19]

Hi @DSkyUser 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation. The invite will automatically close if not responded to within 48 hours.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[DSkyUser]

Thanks @Tom-W19 I have contacted the expert but unfortunately still awaiting a response. 

issue still occurring with about a load of drop outs in the last hour or so, again impacting all devices, mobiles, WiFi cameras, sky Q box. 

I've posted a snip of my statistics below, hyphens added due to format being blocked:

2025-04-17 - 14:39:03 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-17 - 14:39:04 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-17 - 14:39:04 syslog: System time is up to date
2025-04-17 - 14:40:27 syslog: WAN IPV6 UP
2025-04-17 - 14:47:19 syslog: Lease renewed 3600 ip 90.196.75.129
2025-04-17 - 15:10:27 syslog: WAN IPV6 UP
2025-04-17 - 15:21:13 syslog: Lease renewed 3600 ip 90.196.75.129
2025-04-17 - 15:40:28 syslog: WAN IPV6 UP
2025-04-17 - 15:46:25 syslog: Lease renewed 3600 ip 90.196.75.129
2025-04-17 - 16:10:28 syslog: WAN IPV6 UP
2025-04-17 - 16:17:19 syslog: Lease renewed 3600 ip 90.196.75.129
2025-04-17 - 16:40:28 syslog: WAN IPV6 UP
2025-04-17 - 16:45:32 syslog: Lease renewed 3600 ip 90.196.75.129
2025-04-17 - 16:48:12 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-17 - 16:48:12 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-17 - 16:48:12 syslog: System time is up to date
2025-04-17 - 17:03:24 syslog: TR69: Connect to Production ACS
2025-04-17 - 17:03:24 syslog: TR69: Connection to ACS Complete
2025-04-17 - 17:03:39 syslog: TR69: Close ACS Connection
2025-04-17 - 17:10:28 syslog: WAN IPV6 UP
2025-04-17 - 17:16:25 syslog: Lease renewed 3600 ip 90.196.75.129
2025-04-17 - 17:23:36 syslog: TR69: Connect to Production ACS
2025-04-17 - 17:23:36 syslog: TR69: Connection to ACS Complete
2025-04-17 - 17:23:51 syslog: TR69: Close ACS Connection

[JimM1]

@DSkyUser What sky Router do you have, there is nothing outstanding in the copy of the log that you posted, apart from SKY taking a look with the TR69's. How are the Router Stat's when you take a look at them.

[DSkyUser]

Thanks for taking the time to respond @JimM1 

@the model is an SR203 if that helps at all?

screenshot now from the statistics, WLAN uptime is expected as I changed the channel back to auto following some specific channel testing. 

[JimM1]

@DSkyUser Quick snap of mine also, will view when cleared.

Status Screen

[DSkyUser]

As a further update to this, following discussions of the issue this was escalated to the network team who I have received a text from this morning advising the issue is now fixed. 

im not sure how they've done to that conclusion as I am still experiencing the drop outs since. 

is there a method to further escalate this?

[JimM1]

@DSkyUser Will leave the escallation process to sky, how are the stat's fairing up since the period, and may be worth a power off on the SR203 for a few minutes to go along with the reported back from sky, if they had done a remote reset there end, you may see that with the full time period all running together like my sample.

When the wanoe is not droping then the Fibre is hanging in there connection wise, not to say there is NO issues but normally a really good sign.

[JimM1]

@DSkyUser Also how and what method do you have the Q and mini's connected by done, Ethernet by the main Q box can sometimes cause havoc on the system, so may be worth a pull on it as a short test... 

[JimM1]

@DSkyUser Quick copy off my router log, kept the whole so you can have a look through the running period and will allow you to compare against yours. that's if it get's through with no MOD blocking. 04-18 to 04-20.

2025-04-?? 18:49:03 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 19:05:34 syslog: WAN IPV6 UP
2025-04-?? 19:24:06 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 19:24:06 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 19:24:06 syslog: System time is up to date
2025-04-?? 19:24:45 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 19:35:34 syslog: WAN IPV6 UP
2025-04-?? 19:54:09 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 20:05:34 syslog: WAN IPV6 UP
2025-04-?? 20:24:09 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 20:35:34 syslog: WAN IPV6 UP
2025-04-?? 20:41:06 syslog: TR69: Connect to Production ACS
2025-04-?? 20:41:06 syslog: TR69: Connection to ACS Complete
2025-04-?? 20:41:14 syslog: TR69: Close ACS Connection
2025-04-?? 20:48:09 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 21:05:34 syslog: WAN IPV6 UP
2025-04-?? 21:15:28 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 21:35:34 syslog: WAN IPV6 UP
2025-04-?? 21:37:03 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 21:37:03 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 21:37:03 syslog: System time is up to date
2025-04-?? 21:48:45 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 22:05:34 syslog: WAN IPV6 UP
2025-04-?? 22:22:57 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 22:35:34 syslog: WAN IPV6 UP
2025-04-?? 22:49:03 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 23:05:34 syslog: WAN IPV6 UP
2025-04-?? 23:17:52 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 23:35:34 syslog: WAN IPV6 UP
2025-04-?? 23:45:28 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 00:01:59 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 00:02:00 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 00:02:00 syslog: System time is up to date
2025-04-?? 00:05:35 syslog: WAN IPV6 UP
2025-04-?? 00:10:58 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 00:35:16 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 00:35:35 syslog: WAN IPV6 UP
2025-04-?? 01:05:35 syslog: WAN IPV6 UP
2025-04-?? 01:08:16 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 01:35:35 syslog: WAN IPV6 UP
2025-04-?? 01:37:05 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 02:01:59 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 02:05:35 syslog: WAN IPV6 UP
2025-04-?? 02:20:21 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 02:20:21 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 02:20:21 syslog: System time is up to date
2025-04-?? 02:27:29 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 02:35:36 syslog: WAN IPV6 UP
2025-04-?? 02:54:47 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 03:05:36 syslog: WAN IPV6 UP
2025-04-?? 03:24:47 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 03:35:36 syslog: WAN IPV6 UP
2025-04-?? 03:50:35 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 04:05:36 syslog: WAN IPV6 UP
2025-04-?? 04:17:54 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 04:33:05 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 04:33:05 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 04:33:05 syslog: System time is up to date
2025-04-?? 04:35:36 syslog: WAN IPV6 UP
2025-04-?? 04:45:11 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 05:05:36 syslog: WAN IPV6 UP
2025-04-?? 05:09:47 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 05:35:36 syslog: WAN IPV6 UP
2025-04-?? 05:37:41 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 06:03:47 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 06:05:36 syslog: WAN IPV6 UP
2025-04-?? 06:27:48 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 06:35:36 syslog: WAN IPV6 UP
2025-04-?? 06:56:22 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 06:56:23 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 06:56:23 syslog: System time is up to date
2025-04-?? 07:00:12 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 07:05:36 syslog: WAN IPV6 UP
2025-04-?? 07:35:18 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 07:35:37 syslog: WAN IPV6 UP
2025-04-?? 08:05:37 syslog: WAN IPV6 UP
2025-04-?? 08:08:00 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 08:35:37 syslog: WAN IPV6 UP
2025-04-?? 08:38:00 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 09:01:27 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 09:01:27 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 09:01:27 syslog: System time is up to date
2025-04-?? 09:05:37 syslog: WAN IPV6 UP
2025-04-?? 09:10:42 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 09:35:37 syslog: WAN IPV6 UP
2025-04-?? 09:39:31 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 10:04:07 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 10:05:37 syslog: WAN IPV6 UP
2025-04-?? 10:31:07 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 10:35:37 syslog: WAN IPV6 UP
2025-04-?? 10:56:01 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 11:05:37 syslog: WAN IPV6 UP
2025-04-?? 11:17:26 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 11:17:25 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 11:17:25 syslog: System time is up to date
2025-04-?? 11:27:48 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 11:35:36 syslog: WAN IPV6 UP
2025-04-?? 11:59:18 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 12:05:37 syslog: WAN IPV6 UP
2025-04-?? 12:23:36 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 12:35:37 syslog: WAN IPV6 UP
2025-04-?? 12:53:18 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 13:05:37 syslog: WAN IPV6 UP
2025-04-?? 13:23:36 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 13:35:37 syslog: WAN IPV6 UP
2025-04-?? 13:35:49 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 13:35:49 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 13:35:49 syslog: System time is up to date
2025-04-?? 13:56:01 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 14:05:37 syslog: WAN IPV6 UP
2025-04-?? 14:31:25 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 14:35:37 syslog: WAN IPV6 UP
2025-04-?? 15:01:07 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 15:05:37 syslog: WAN IPV6 UP
2025-04-?? 15:34:07 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 15:35:37 syslog: WAN IPV6 UP
2025-04-?? 16:00:59 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 16:00:59 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 16:00:59 syslog: System time is up to date
2025-04-?? 16:02:37 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 16:05:37 syslog: WAN IPV6 UP
2025-04-?? 16:28:43 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 16:35:38 syslog: WAN IPV6 UP
2025-04-?? 16:57:49 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 17:05:38 syslog: WAN IPV6 UP
2025-04-?? 17:31:07 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 17:35:38 syslog: WAN IPV6 UP
2025-04-?? 17:56:01 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 18:05:38 syslog: WAN IPV6 UP
2025-04-?? 18:29:10 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 18:29:11 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 18:29:11 syslog: System time is up to date
2025-04-?? 18:29:56 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 18:35:39 syslog: WAN IPV6 UP
2025-04-?? 18:56:38 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 19:05:39 syslog: WAN IPV6 UP
2025-04-?? 19:21:50 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 19:35:39 syslog: WAN IPV6 UP
2025-04-?? 19:48:50 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 20:05:39 syslog: WAN IPV6 UP
2025-04-?? 20:14:39 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 20:34:41 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 20:34:41 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 20:34:41 syslog: System time is up to date
2025-04-?? 20:35:39 syslog: WAN IPV6 UP
2025-04-?? 20:40:09 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 20:41:06 syslog: TR69: Connect to Production ACS
2025-04-?? 20:41:06 syslog: TR69: Connection to ACS Complete
2025-04-?? 20:41:16 syslog: TR69: Close ACS Connection
2025-04-?? 21:05:39 syslog: WAN IPV6 UP
2025-04-?? 21:06:33 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 21:32:57 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 21:35:39 syslog: WAN IPV6 UP
2025-04-?? 22:05:39 syslog: WAN IPV6 UP
2025-04-?? 22:07:09 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 22:35:39 syslog: WAN IPV6 UP
2025-04-?? 22:38:32 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 22:38:32 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 22:38:32 syslog: System time is up to date
2025-04-?? 22:41:03 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 23:05:40 syslog: WAN IPV6 UP
2025-04-?? 23:11:21 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 23:35:40 syslog: WAN IPV6 UP
2025-04-?? 23:43:09 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 00:05:40 syslog: WAN IPV6 UP
2025-04-?? 00:18:16 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 00:35:40 syslog: WAN IPV6 UP
2025-04-?? 00:43:10 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 00:58:11 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 00:58:11 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 00:58:11 syslog: System time is up to date
2025-04-?? 01:05:39 syslog: WAN IPV6 UP
2025-04-?? 01:14:03 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 01:35:39 syslog: WAN IPV6 UP
2025-04-?? 01:46:45 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 02:05:40 syslog: WAN IPV6 UP
2025-04-?? 02:19:09 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 02:35:40 syslog: WAN IPV6 UP
2025-04-?? 02:51:33 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 03:05:40 syslog: WAN IPV6 UP
2025-04-?? 03:20:21 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 03:22:34 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 03:22:34 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 03:22:35 syslog: System time is up to date
2025-04-?? 03:35:41 syslog: WAN IPV6 UP
2025-04-?? 03:53:40 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 04:05:41 syslog: WAN IPV6 UP
2025-04-?? 04:23:40 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 04:35:41 syslog: WAN IPV6 UP
2025-04-?? 04:47:59 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 05:05:41 syslog: WAN IPV6 UP
2025-04-?? 05:18:17 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 05:35:27 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 05:35:27 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 05:35:27 syslog: System time is up to date
2025-04-?? 05:35:40 syslog: WAN IPV6 UP
2025-04-?? 05:50:04 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 06:05:40 syslog: WAN IPV6 UP
2025-04-?? 06:20:40 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 06:35:40 syslog: WAN IPV6 UP
2025-04-?? 06:53:58 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 07:05:40 syslog: WAN IPV6 UP
2025-04-?? 07:23:58 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 07:35:41 syslog: WAN IPV6 UP
2025-04-?? 07:44:29 syslog: Send out NTP request to ntp1.isp.sky.com
2025-04-?? 07:44:29 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2025-04-?? 07:44:29 syslog: System time is up to date
2025-04-?? 07:52:29 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 08:05:41 syslog: WAN IPV6 UP
2025-04-?? 08:20:23 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 08:35:41 syslog: WAN IPV6 UP
2025-04-?? 08:45:53 syslog: Lease renewed 3600 ip 151.227.??.??
2025-04-?? 09:05:41 syslog: WAN IPV6 UP
2025-04-?? 09:12:35 syslog: Lease renewed 3600 ip 151.227.??.??

[DSkyUser]

Thansk for detailed reply @JimM1 

I did indeed power down the hub for 10 minutes and test again, still getting fairly frequent drops. 

Stats all look good, no drops or loss of packets but the engineer said this was the case prior to issues also. 

I hadn't thought about the sky Q main box causing issues when connected via Ethernet, I'll give running it via WiFi a try in the meantime to see if it improves. 

Last night it seems that all devices drop except my PS5 which is upstairs connected via Ethernet, thought I was on to something but I troubleshooted removing all devices from the network and just connecting one at a time but this didn't improve. 

the saga goes on!

[DSkyUser]

Not sure what has caused this but after a short time of no issues, I am back to constant complete drop outs from all devices. 

No changes to any equipment, cabling, setup etc. but have had around 26 dropouts again today where all devices drop out for between 15-90 seconds. 

the hub has no disconnections itself, all lights remain green, ONT stays green and router logs show no drops. 

[JimM1]

@DSkyUser Have a look see on your stats screen and at the wanoe timer, log may not be showing you the outcome?

SR203 stats

[GJS2]

I've had the same / similar issue for the past 48 hours. WiFi just drops. It means we can't work from home as 4/5G isn't good enough. I've been through all the trouble shooting including just resetting my router. I need help!! 

[DSkyUser]

doesn't appear to show any downtime (to my untrained eye)

Connection Time371:34:21

Connecting to ServerConnected

NegotiationWANOE

AuthenticationAUTO