Full fibre disconnections

[darryl2012]

Over the last few days I have been experiencing a lot of disconnections to my fibre which is becoming increasingly frustrating I haven't changed anything to my setup could these be router or line related

 

[peter-marlow+1966]

When this happens  does your  l o s, loss of signal  light  come on and the other  lights  go out on your  optical network terminal, ? If so then there is a fault  on the fibre optic cable  somewhere, and you will  need to call sky and report  the issue  so they can arrange a  visit  from an engineer 

[Chrisee]

@darryl2012 I would add to @peter-marlow+1966 's questions please.

What colour Sky hub do you have black or white?

Is that report being generated by a Sam Knows white box directly connected to a LAN port on the hub ?

What other activity if any was running when the "drops" were recorded?

Just trying to understand the report you posted

[darryl2012]

I have a black sky hub box and yes I have a Sam knows white box connected directly to a lan port on my sky hub 

[darryl2012]

By the time I get to the ONT box the lights are green and the router is rebooting so I am unsure if there was ever a loss of service light, does anyone know if the ONT boxes record the data or have logs that can be accessed? The only other thing I can think of is an issue with my router.

[JimM1]

@darryl2012 If it is the Sky router the log's on it will capture when and what is going on and if you are rebooting. Pick a time to reset your router back with the off then on to it, say 8.00am, then you have a starting time, if you web to the router, have a look at the log you will see the time, when the router syncs to the time server and off you go, keep an eye on the log file, 24hrs etc. the status will show you the uptime from you starting point. ONT you cannot interogate. If the ONT drops off you will get a wan error. Your Sky Router should NOT be re-booting by itself. Have a look at the link shows you the status of my SR203 from a couple day's ago.

Need Advice on Router/Double NAT Situation With Sk... | Sky Community

[Chrisee]

@darryl2012 as @JimM1 points out the Sky hub should not be rebooting spontaenously (ie power light goes out, wifi drops and the hub takes 2 to 4 minutes to come back) to eliminate the possibility that the unit is faulty talk to Sky who have access to far more information than the logs show as I expect they will simply swap out the hub as a first step.

The ONT dropping the connection will not cause the hub to reboot instead the devices stay connected to the hub again Sky dhould be able to see that from their end though I am not sure whst the customer support agent can access. If that is happening Openreach need to check the connection.