Faulty tv and broadband equipment

[Hanzo]

Sky q hub new and old versions appear faulty. Internet connect keeps dropping anywhere between 5 to 15 times a day. Possible fault in line? Sky q mini box won't connect to main box.

[Skull+Treaty]

@Hanzo 

Can you run the Broadband Test, this can be done either via the MySky App on mobile data or use this link - if there is a fault it should let you book an engineer. 

[Hanzo]

Thanks for your response but this doesn't indicate any issues once equipment is finally connected. Only until the equipment starts flashing amber or I get disconnected will I get the error that something is wrong and I should try another troubleshooting method. To be clear, if I reset the equipment it will eventually connect but I'm doing this multiple times a day. I've removed the latest SkyQ hub as it was unbearable. The old hub is what I'm using but although its not disconnecting as much as the new one, I'm still experiencing dropouts 3 or 4 times a day.

[Skull+Treaty]

May you please post your router stats, this can be done following the information in this link

[Hanzo]

curious to know what you think knowing this information will achieve? 

 

[Chrisee]

@Hanzo there is a possible line or hub fault as the noise margin is raised at 7.2dB it should be around 6dB or lower. I note thst the hub restarted under 3 hours before and has held its connection since then. If the hub is restarting on its own then thhat indicates it is faulty your comment about the Q mini boxes losong connectionwould also indicate a hub issue. If however you restarted the hub yourself then it could be a line fault. Either way you need Sky's support.

I have escalated your post to a team st Sky who should be in touch offering a chst through the forum where a chat button will appear. 

[Hanzo]

Thanks for the response and information. I can confirm that on all occasions when the connection is lost, I have to restart the hub myself as it won't reconnect by itself. I'll seek engineer support then.

[Lisa-P1987]

Thank you for escalating this. We have sent Hanzo an invite to chat 🙂 

[Mr+Flibbles+86]

Update – Thanks for chatting to us. 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