Constant disconnects from internet across all devices.

[Sam5112]

I have this intermittent problem where, my broadband will run without a hitch for weeks on end. Then out of the blue, I get re-occurring constant disconnects from the internet across all my devices (WiFi (phones) and Ethernet cable connected PC).

The current episode has lasted around 3 days now. Last night it would connect - disconnect roughly every 30 seconds all night. Started around 3pm and was still doing when I went to bed 11pm.

I've pulled all connections out of my router and left it turned off for an hour or so, does nothing. I've pulled the power out of it and restarted about 20 times in the past three days. 

And to top it all off, it's impossible to get any help via technical (I swear it doesn't exist) and just sends me on a merry go round between the website and this community forums.

I've replaced the cable between my incoming box and the router, as this caused issues in the past. Lasted about an hour and here we are getting constant disconnects.

Any advice?

[JimM1]

@Sam5112 What sky hub do you have and also the type off connected service OR Master socket or the OR ONT for full fibre!.

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[Sam5112]

Sky broadband hub and I have a master socket 5C.

[JimM1]

@Sam5112 see if you can look at the link below and post up your stat's just as you see the sample, allow some time for the fields to fill with data, can look to see what it thinks your line looks like!

How to read your Sky Hub statistics

[Sam5112]

It wont let me post it, saying it can be used to identify me? 

[Sam5112]

Router Statistics

System Up Time: 02:34:48

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 78446 291705 0 157119 246029 00:32:22 LAN Up 1657392 435538 0 674347 162162 02:34:48 WLAN (2.4 GHz) Up 363447 136598 0 8302 4134 02:33:21 WLAN (5 GHz) Up 127402 38345 0 2152 2083 02:32:45

---

Broadband Link Downstream Upstream Connection Speed 26847 kbps 8924 kbps Line Attenuation D1(18.0 dB) , D2(51.5 dB) , D3(74.8 dB) U0(8.5 dB) , U1(42.1 dB) , U2(63.8 dB) Noise Margin 6.0 dB 6.1 dB

[JimM1]

@Sam5112 have a look at this link i posted up last week. see how it compares to yours.

Re: Unstable connection - Page 2 | Sky Community

[Sam5112]

My Line attenuation is a little higher, but nothing drasitc. My noise margin floats around 6Db on both downstream and upstream. 

Everything else looks similar. 

[JimM1]

@Sam5112 Times are all in the same area, no oops on the wan time for strange drops!

[Sam5112]

Ahh here we go, managed to put it on now

[JimM1]

@Sam5112 Will take a look once picture gets cleared for viewing! Take it also hub stay's 4 Green accross the board when you have the issue!

[Sam5112]

Nope, the internet light goes completely off. And the voice light goes orange. 

Everytime my net drops, it goes off, then about 10-15 seconds later it goes orange. Then takes a minute or two to go green.

[JimM1]

@Sam5112 See your picture 00:47:02 the wan time, your stat's look fine, but the Broadband connection is dropped hub looks ok, so i would say external problem to your home.

You can run the diagnostic service to see if anything is found, and the standard OR fault check would be to test your line, sky can do it from there end but it is a call to them and a hang in there till you get a body, stay quite on the call and you should get put through to an agent, difficult that at times as you are aware. OR normally swap out your master socket as the first chance in case it's going oopsy. Test then retest follow the steps as you see them....

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

[Sam5112]

Went through that link about the lights on my router. Asked me to do a service check, and it highlighted an issue. Have an engineer attending next week. 

Thankyou for all your help Jim!

[JimM1]

@Sam5112 No problems, hope they find something and sort it all out!