Dropout issue

[Lois-Toby]

We have had the wifi for 7weeks now and it has always had a drop out issue. We thought it would sort itself out but has just gotten worse. We live in a flat and other people do not have the same issue In the same building. The internet drops and then a few seconds later comes back and this will repeat multiple times and then stop. It will then happen again later on and multiple times a day. Running the sky test shows no issue but then sometimes it won't connect because the wifi drops which is useless. Please could you advise as currently cannot use the wifi and I work from home. 

[Highlinder]

@Lois-Toby  black or white router from Sky?

[Ecccc]

So ours has only just been doing this today- I have a glass tv that won't even hold the internet! I have all green lights and when I check if there are any issues I get back that everything is okay... 

[Lois-Toby]

It is a white router 

[Highlinder]

@Lois-Toby  How many drops a day are you having with your broadband?

[Highlinder]

@Ecccc  If you are using the service checker to do these checks it shows you the last check it did and when. This information the majority of the time is historical. Can you tell us how many times it has dropped today and do you also have a white router?

[Lois-Toby]

Anywhere between 10- 25 if not more 

[Ecccc]

We have a black router and multipul times over the last 4-5 hours  

[Highlinder]

@Lois-Toby  You should give Sky a call and report this in the morning and they should be able to see these drop outs.

@Ecccc 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...

[Lois-Toby]

To add to this I have counted about 12 dropouts in the last 10 minutes on top of the rest today

[Ecccc]

@Highlinder 

[TimmyBGood]

@Ecccc 

There's a fault somewhere because that outbound speed is far too low at under 300Kbs for an inbound at 68Mbs.

You might expect more like 12-15Mbs outbound: 300Kbs could easily be saturated by something like a video call (or just normal background outbound traffic) which would then affect all internet use.

[Ecccc]

so i have just checked the speed history for the last 30 days and there is now a drop, up to yesterday  i had 51.6mb/s thats low anyways as on the 28th back i had a steady 55.7/6mb/s! today its cheaked and i now have 6.9mb/s... that so low! what is going on here! 

@TimmyBGood 

[TimmyBGood]

@Ecccc 

Having next to no outbound bandwidth is both symptomatic of a phone line fault and a cause of problems in itself.

You'll need to log a fault with Sky, but emphasise the key diagnostic figure is outgoing speed (which they'll then tell you isn't guaranteed)

[Ecccc]

i know they will say that! its what they always say but i will get in contact with them, is it best to call them? considering i can not use everything that i am paying for!!