10 Jan 2024 10:07 PM
I'm having issues with my broadband connection. I have noticed that at least once a day WiFi completely disappears. When I check the hub, all the lights are off except power. It looks like the hub is restarting and WiFi reappears after a few minutes.
Is there any way to fix this?
10 Jan 2024 11:16 PM
Posted by a Superuser, not a Sky employee. Find out more@Lembie 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...
11 Jan 2024 12:38 AM
It happened again as I was reading your message. Here are the stats
11 Jan 2024 08:07 AM
Posted by a Superuser, not a Sky employee. Find out more@Lembie the stats show thst the hub restarted 7 minutes before you took thecstats but the connection to the line has only been up for a minute. You are on a short line but the line speed looks to be set at 74Mb/s when the line could easily support the full 80Mb/s so there appears to be a fault. That could be the hub itself if it is rdbooting on its own or the line.
You need to report the issue to Sky so I am escalating your post to the team who support the forum. Whether Openreach will accept a fault report is questionable as 74Mb/s will almost certainly be faster than your guaranteed minimum line speed it will depend on the number of drops etc. Sky msy simply swap out the hub to exclude thst as a factor but it will depend on the diagnostics the agent can see.
Kepp an eye on the forum as the team will message you and insert a chat button for you to use when they pick up your post.
11 Jan 2024 09:16 AM - last edited: 11 Jan 2024 09:16 AM
Posted by a Sky employeeThanks for escalating this. We’ve sent @Lembie an invite to chat.
13 Jan 2024 12:51 PM
Posted by a Sky employeeThanks for chatting to us @Lembie . 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
21 Feb 2024 05:44 PM
Could you please re-open this?
It is now much worse and has dropped at least three times today
22 Feb 2024 09:23 AM
Posted by a Superuser, not a Sky employee. Find out more@Lembie 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
22 Feb 2024 09:45 AM
Posted by a Sky employeeHi there! Thank you for escalating this. We have sent an invite to @Lembie.
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