Everything shuts down when it rains

[Nurtnel]

We moved from Virgin Media to Sky at end of March. Package with Sky stream puck, broadband and phone line. Every time it starts to rain all devices go off. I have tried switching everything off and checking connecting cables. The lights on the router turn red the tv and phone don't work. When I try the broadband checker it says that everything is working. I don't understand when all lights are red. We had no problem at all when the weather was fine. It's always as soon as it starts raining. Does anyone else have this problem or any suggestions how to sort it.  Everything does eventually come back on but can take up to half hour. 

[JimM1]

@Nurtnel Are you on a copper fttc conection or FF fttp for you broadband, fttc would be connected to an OR Master socket type....

[Nurtnel]

Hi JimM1

Thanks for your reply. To be honest I have no idea at all what the connection is. 

[JimM1]

@Nurtnel Does your hub plug into a phone socket on the wall?

[Nurtnel]

JimM1

Yes it does. The Sky puck goes into tv

[JimM1]

@Nurtnel By what you describe, then there is a copper cable junction box that more than likely is external to the property, and weather related intermittent issue's are a pain to get sorted, all you can do is report it to sky, and see if you can get a very understanding OR engineer to take a look see, they may have local knowledge and hit it off instantly, the issue is getting sky and OR to play ball with each other and you in the middle... Getting an engineer when you have NO fault is very very difficult as you may or may not appreciate.....

[Nurtnel]

Hi JimM1 

Thankyou so much. Yes it does come in from outside and I did wonder if that could be the cause. It's just weird because you would think all equipment would stay off until rain stops. However I will take your advice and contact Sky. Thanks very much once again for your advice. It's much appreciated 👏 

[Chezza6]

Yes we have the same issue,, we used to have this problem when we had a dish, so got rid of it and went to virgin media. We had sky installed again this September and every time it rains it goes off. Sometimes we get a tee seconds where it goes black then comes back on out of sync, other times it goes off completely! 
Did you get.any help from sky? 

[Nurtnel]

Hi Chezza 6

Yes eventually it was sorted in July after many phone calls and engineers coming out ( mainly from open reach contractors who said they couldn't find a problem) and suggested I request a new router as that was probably faulty ( still had same problem)Then finally a sky engineer came out who was brilliant and discovered that the wire put in by MJ Quinn engineers hadn't been done properly and every time it rained water was leaking into the box. We eventually had the whole wiring replaced ( original BT wire) to our house and problem was resolved. It was a very frustrating time and we had always been with virgin media so I was really regretting my decision to change.  All I can suggest is you keep on requesting help as you are paying for a service that you aren't receiving.  Don't let them fob you off as I did. To me it was common sense that rain was getting in somewhere but the first few guys who came said it was faulty equipment.  Hope that helps and good luck 

[TimmyBGood]

@Chezza6 

Perhaps note that @Nurtnel is talking about broadband, while your issue appears to be with satellite television.

When rain affects television reception this is usually due to a slight dish misalignment: it's much rarer for the LNB or dish cable cable to be affected, but that does happen.