Ethernet great, wifi not...

[Radio59]

Hi all

Had FTTP installed under two weeks ago and have been very happy with it - my pc is connected via ethernet and speeds are great!

Wifi's a different story though - most places in and around my home have at best maybe 3 of 5 bars; 5 bars only in the same room as the router, and in some places zero wifi, and the speeds are sub expectations - my mobile data is several times faster than the wifi, only 2 metres from the router.

I can live with the wifi speeds, but the wifi keeps stopping, i.e. it just randomly disappears and devices report "No Wi-fi" or "No Internet Connection", but they all continue to show the wifi symbol as normal, so even though there probably IS a wifi signal, it doesn't seem to be connected to the Internet as nothing can send or receive data - my phone sometimes shows "Not connected to the Internet" under the wifi settings, despite having a full wifi signal.

I've rebooted the router many times - which cures it until it happens again, and have also relocated it to try to get a better signal, but the wifi still continues to drop out.  I have also tried two diffferent range extenders (at different times!) with lacklustre results.

The router (SR203) always shows four green lights on the front, even when the wifi issue is occurring.

All the tests run from the Sky website show there's no problem (including with the wifi), but I've just spent nearly an hour trying to contact them and ended up going round in circles on the website and on the phone automated service, which cut me off, so I'm getting a little frustrated now at the lack of support from Sky and the inability to speak to someone.

Any ideas where I go from here, anyone?

Like I said earlier, I'm more than happy with the speed via  ethernet, but as many of my home devices use wifi the wifi issue is becoming a problem, especially with the security cameras for my elderly mother.

Thanks

[JimM1]

@Radio59 Are you 110% sure that when the Internet Broadband goes out, that the Ethernet is up and running with no issues, therefore pure wireless connection issue? Wireless range extender's are out when the wireless off the hub is having a problem No hub / No Extender that's how it goes. Does anything show up on the hub log's when you have an issue, use the PC to take a look, Tips above has all the methods to get to the hub especially when Ethernet connected.

[Radio59]

Hi JimM1

Yep, I'm absolutely 210% sure that the Ethernet works when the WiFi is playing up - I am often using the PC (Ethernet) and the (WiFi) tablet next to it will show a connection error, and another device (Wifi clock) will flash whenever the connection is re-established.  Checking other WiFi devices also confirms it's down.

Yes, I know that when the WiFi's down the range extenders won't work - my fault as I was just trying (badly!) to illustrate that the WiFi speeds were bad even with extenders providing stronger signals.

I haven't been able to see anything in the logs which suggests anything, but I'm not a network specialist, but nothing has jumped out at me.  Also, when the router is rebooted the log gets reset/cleared.

[JimM1]

@Radio59 Does the wireless ever recover by itself when you have the issue or do you just get impatient and turn it off to reset? What speed package are you on fttc or fttp?

Next time the wireless locks out would you mind either disconnecting your dsl cable if fttc or the wan cable if fttp, see if the Internet light turns orange, if when it does just give it all about 1 min and plug the cable back in, hub should recover by itself, see if your ethernet is up right away, then check if wireless has re-established itself.  

[Radio59]

@JimM1 Yes, it does sometimes recover by itself as I'd thought for a few days that one or two of the WiFi devices were throwing a wobbly, and that the WiFi was ok because there was still a signal showing on my phones, but tonight after multiple device errors and security camera errors (which only trigger after about 30 minutes of a connection problem) it didn't recover. 

Often, even after it recovering by itself, devices will not reconnect - one of my phones usually has to have the WiFi turned off and then on again before it will connect, as do my laptop and tablet.

"Next time the wireless locks out would you mind either disconnecting your dsl cable if fttc or the wan cable if fttp, see if the Internet light turns orange, if when it does just give it all about 1 min and plug the cable back in, hub should recover by itself, see if your ethernet is up right away, then check if wireless has re-established itself. " 

Yep, will do - what will that prove/show?

It's Sky'sFull Fibre 300 fttp.

[Chrisee]

@Radio59 typically symptoms that you describe can be caused by interference with the hub's wifi signal. Do the wifi outages coincide with operating a piece of electrical equipment? Things that can cause intererence include any kit that uses wireless communication like wireless speakers, cordless phones and some type of heating controls. All wireless equipment use the same frequencies as WiFi but dont show up on phones etc. Experimenting by turning equipment off and on can help,isolare the cause. Simply moving any suspect kit a few feet from the hub can help. Other causes can include a microwave oven with a dodgy seal or a fluorecent light which is starting to fail. 

The second likely cause can be interference from a neighbour's WiFi network as there a limited number of channels that can be used and a signal in the same or neighbouring channel as the hub will interfere. You mention wifi extenders these can themselves interfere with the hub's signal unless they are matched which is why it is not recommended to use third party extenders with Sky hubs instead you should use a matched Sky extender. Rebooting the hub can help as that will cause the hub to find the least congested band. More scientifically download an app called WiFi Analyzer onto an Android phone or a windows laptop which will show all WiFi signals in range with the strength and channel so helping you to set the hub to use the least congested.

WiFi is great when it works but a pain when it doesn't. Sky will sell you a packageccalled WiFi Max which gives you a newer hub and up to 3 matched extenders if they are required and usefully the services of a broadband engineer if you cant sort the issue yourself.

[JimM1]

@Radio59 Chrisee has pointed out all the possible wi-fi issues, and a rogue wi-fi might even be one off yours and at anytime can mess up the hub, the fact you now state that you are on a FF so WAN cable pull, the LOG file will not be cleared, the hub will go to a wan error condition and that will be recorded in the log, when it goes back on recorded also, when re-connect is established, and if lucky the wireless side MAY pickup with the established connection. 

[Radio59]

Hi

It's completely random - I don't use range extenders and have changed channels to see if it improves things, but it didn't; I don't have any other wifi showing on the wifi scanner apps as we don't seem to be withing range of anyone else's wifi, so interference from it wasn't an issue.

I finally managed to speak to sopmeone earlier today and he's sending a new (well a replacement) router out in case it's the router - I hope it is as it's the only common element; I bought a new laptop less than a week ago and it's also having wifi issues, but only here: it works in my sister's fine, tethering from my phone fine, Costa coffee wifi fine too.

Oh yeah, the support person I spoke to listened to me describe everything, only occasionally interjecting to clarify things, and I thought this is great and is how support should be.  Unfortunately the first (well the only) thing he suggested was for me to upgrade to the WiFi Max package for more money, which I wasn't impressed with as I've only been with Sky for around a month.  I would have thought the services of a wifi (or other) technician was part of any package to get it working - what good is a package if it doesn't work?

[JimM1]

@Radio59 What about the cable pull did you do it to see if/what anything was happening?

[Radio59]

04:16:39 syslog: Lease renewed 3600 ip  

04:41:35 syslog: WAN IPV6 UP

04:46:03 syslog: Lease renewed 3600 ip  

05:11:35 syslog: WAN IPV6 UP

05:17:15 syslog: Lease renewed 3600 ip  

05:34:39 syslog: TR69: Connect to Production ACS

05:34:39 syslog: TR69: Connection to ACS Complete

05:34:47 syslog: TR69: Close ACS Connection

05:41:35 syslog: WAN IPV6 UP

05:50:24 syslog: Send out NTP request to ntp1.isp.sky.com

05:50:25 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

05:50:25 syslog: System time is up to date

05:51:28 syslog: Lease renewed 3600 ip  

06:11:36 syslog: WAN IPV6 UP

06:21:28 syslog: Lease renewed 3600 ip  

06:41:36 syslog: WAN IPV6 UP

06:51:10 syslog: Lease renewed 3600 ip  

07:11:36 syslog: WAN IPV6 UP

07:25:22 syslog: Lease renewed 3600 ip  

07:41:36 syslog: WAN IPV6 UP

07:57:10 syslog: Lease renewed 3600 ip  

08:11:37 syslog: WAN IPV6 UP

08:16:42 syslog: Send out NTP request to ntp1.isp.sky.com

08:16:43 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

08:16:43 syslog: System time is up to date

08:29:16 syslog: Lease renewed 3600 ip  

08:41:37 syslog: WAN IPV6 UP

09:00:46 syslog: Lease renewed 3600 ip  

09:11:37 syslog: WAN IPV6 UP

09:33:28 syslog: Lease renewed 3600 ip  

09:41:37 syslog: WAN IPV6 UP

09:59:35 syslog: Lease renewed 3600 ip  

10:11:37 syslog: WAN IPV6 UP

10:34:41 syslog: Lease renewed 3600 ip  

10:41:37 syslog: WAN IPV6 UP

10:41:41 syslog: Send out NTP request to ntp1.isp.sky.com

10:41:41 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

10:41:41 syslog: System time is up to date

11:02:52 syslog: Lease renewed 3600 ip  

11:11:37 syslog: WAN IPV6 UP

11:33:47 syslog: Lease renewed 3600 ip  

11:41:37 syslog: WAN IPV6 UP

11:53:37 syslog: TR69: Connect to Production ACS

11:53:37 syslog: TR69: Connection to ACS Complete

11:53:48 syslog: TR69: Close ACS Connection

11:58:23 syslog: Lease renewed 3600 ip  

12:02:28 syslog: TR69: Connect to Production ACS

12:02:28 syslog: TR69: Connection to ACS Complete

12:02:40 syslog: TR69: Close ACS Connection

12:06:37 syslog: TR69: Connect to Production ACS

12:06:37 syslog: TR69: Connection to ACS Complete

12:06:48 syslog: TR69: Close ACS Connection

12:11:37 syslog: WAN IPV6 UP

12:23:35 syslog: Lease renewed 3600 ip  

12:41:37 syslog: WAN IPV6 UP

12:46:12 syslog: Send out NTP request to ntp1.isp.sky.com

12:46:12 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

12:46:12 syslog: System time is up to date

12:52:23 syslog: Lease renewed 3600 ip  

13:11:37 syslog: WAN IPV6 UP

13:24:29 syslog: Lease renewed 3600 ip  

13:41:37 syslog: WAN IPV6 UP

13:59:35 syslog: Lease renewed 3600 ip  

14:11:38 syslog: WAN IPV6 UP

14:27:47 syslog: Lease renewed 3600 ip  

14:41:38 syslog: WAN IPV6 UP

14:59:49 syslog: Send out NTP request to ntp1.isp.sky.com

14:59:49 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

14:59:49 syslog: System time is up to date

15:01:41 syslog: Lease renewed 3600 ip  

15:11:38 syslog: WAN IPV6 UP

15:29:18 syslog: Lease renewed 3600 ip  

15:41:38 syslog: WAN IPV6 UP

16:02:00 syslog: Lease renewed 3600 ip  

16:11:38 syslog: WAN IPV6 UP

16:34:24 syslog: Lease renewed 3600 ip  

16:41:38 syslog: WAN IPV6 UP

17:02:36 syslog: Lease renewed 3600 ip  

17:02:39 syslog: Send out NTP request to ntp1.isp.sky.com

17:02:39 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

17:02:39 syslog: System time is up to date

17:11:38 syslog: WAN IPV6 UP

17:35:17 syslog: Lease renewed 3600 ip  

17:41:38 syslog: WAN IPV6 UP

18:09:30 syslog: Lease renewed 3600 ip  

18:11:38 syslog: WAN IPV6 UP

18:41:38 syslog: WAN IPV6 UP

18:43:42 syslog: Lease renewed 3600 ip  

19:08:36 syslog: Lease renewed 3600 ip  

19:11:38 syslog: WAN IPV6 UP

19:12:27 syslog: Send out NTP request to ntp1.isp.sky.com

19:12:27 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

19:12:27 syslog: System time is up to date

19:40:06 syslog: Lease renewed 3600 ip  

19:41:39 syslog: WAN IPV6 UP

20:04:06 syslog: Lease renewed 3600 ip  

20:11:39 syslog: WAN IPV6 UP

20:31:07 syslog: Lease renewed 3600 ip  

20:41:39 syslog: WAN IPV6 UP

21:00:49 syslog: Lease renewed 3600 ip  

21:11:39 syslog: WAN IPV6 UP

21:30:31 syslog: Lease renewed 3600 ip  

21:32:21 syslog: Send out NTP request to ntp1.isp.sky.com

21:32:22 syslog: Received NTP Sync Reply from ntp1.isp.sky.com

21:32:22 syslog: System time is up to date

21:41:39 syslog: WAN IPV6 UP

[Radio59]

Sorry the log msg was refused and deleted part of the post.

I did try the cable pull on several occasions but didn't see anything in the log which suggested any issues.

The log I just posted is from today - they are typically for under 24 hours.

[JimM1]

@Radio59 Ok no problem. log file has to edited and change so that the filter for posting allows it, bit of a pain to do that!

From your log, this was the time sky tested your system,

11:53:37 syslog: TR69: Connect to Production ACS

11:53:37 syslog: TR69: Connection to ACS Complete

11:53:48 syslog: TR69: Close ACS Connection

11:58:23 syslog: Lease renewed 3600 ip  

12:02:28 syslog: TR69: Connect to Production ACS

12:02:28 syslog: TR69: Connection to ACS Complete

12:02:40 syslog: TR69: Close ACS Connection

12:06:37 syslog: TR69: Connect to Production ACS

12:06:37 syslog: TR69: Connection to ACS Complete

12:06:48 syslog: TR69: Close ACS Connection

And really nothing is jumping out in anyway, good typical log file as far as i am concerend, going to go read your other replies now....

[Radio59]

I also pulled the ethernet cable from the desktop pc last night, which has never given any problems, but after under half an hour on wifi it also started playing-up.

I was still initially getting a little over 300Mb/s d/l and 50 u/l, but the speeds dropped over the following half an hour and then the wifi connection, despite the indicator still showing it was active as is the case most of the time on the other devices.

Plugging the ethernet cable back in restored it immediately.

[Radio59]

Yep!

Hopefully the replacement router will sort this all, but to be honest I'm not sure it will, as it's a problem I've never come across before in my 30 years of IT work and experience.

Maybe it will! 🙂

[Radio59]

Yeah, that would coincide with when I was trying to phone them and they tested the line, which (as always) showed no issues.