Frequent dropouts

[MarcusNaylor]

I am a new Sky Customer, switched from BT.  The connection drops several times a day.  I work from home and rely on a stable broadband.  The speed is fine.  We aren't on fibre yet.  I did not experience these service interruptions with BT.  When it drops, the second and fourth lights turn amber.  It does come back, but losing connection during a meeting is not acceptable for me.  BT and Sky share the same physical lines so I don't understand why the service is so much poorer (speed is comparable).

[Chrisee]

@MarcusNaylor from the description the hub is losing connection to the cabinet given its exactly the same Openreach line involved it is highly probable thst it is coincidental that the issue has hapoened since you switched.  Line faults on partial fibre lines can happen at any time particularly in winter.

You can run Sky's Service Checker in the My Sky app while the hub is connected as thst may have picked up,the issue and can book an Openreach engineer to check the line. If it doesnt you can call Sky but Openreach control whether they will take action or leave the line to be stabilised by the cabinets DLM system only intervening when that is shown to have failed .

Unfortunately on a "domestic" connection whether bought from BT/EE/Sky or whoever the fact you use the connection to work from home gets you no priority.

[MarcusNaylor]

It's definitely not coincidental.  I was with BT for 3 or 4 years.  I had the occasional drop it.  I am now getting 6 or so per day.

[MarcusNaylor]

I have run the service checker.  The logs show the drop out frequency.

[JimM1]

@MarcusNaylor Would be best for you to call sky and have them check out your line connection, they have access to do so for you, just dial 150 from your landline when the internet is up and working if your phone is connected to the back off the sky hub!

That will determine there next steps, if Engineer needs to look at it, or if they just swap out your hub to start with, i had the exact same with a change to EE, as soon as i put the EE hub on havoc with the connection, the sky hub for 10 years never ever hicupped in the least, was NOT the EE hub but a faulty line, difference was sky 40/10 split, and EE said no you get 50Mb/s so trust me they were wrong, took EE 3 months to fix it and 7 Engineer visit's to pin down the bad line connection, after that yes 50Mb/s held steady! And i could not care less 40Mb/s was fine by me, the issue was the EE never stopped at 40, went all the way down to less than 20, that was not acceptable in the least!