Intermittent Broadband for 2 weeks

[Dave_R]

I've been having this issue for 2 weeks now but I can't find any kind of consistency to it. My devices show as if they are connected but everything drops, YouTube or streams will buffer and pause, online games will disconnect then within a few seconds it's back then it does it again a few minutes later. Then there will be times of the day where everything runs without issue.

I've tried a hub reset a couple of times with no difference, it's not the placement of the hub as it's been there for over 12 months now without issue. It's very frustrating I'm having to use my mobile hotspot to work from home because my internet isn't stable.

[cookiemonsteruk]

@Dave_R 

Could you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[Dave_R]

@cookiemonsteruk 

[Dave_R]

This was right after the last drop out if it helps

[jamesn123]

@Dave_R 

Your stats dont show any drop on any interface so hard to tell what the problem is. Is it just WiFi connected devices that you are having trouble with or ethernet as well?

[Dave_R]

@jamesn123 

It's happening with Ethernet devices too....I game online on the Xbox which is connected via Ethernet but I get booted out of matches midway through becuase the connection drops, or I experience severe lag.

[jamesn123]

@Dave_R 

That is strange. Is the Xbox connected directly to the hub via ethernet or is there something inbetween like a booster/powerline etc

[Dave_R]

Yes, the xbox goes directly in to the hub

[jamesn123]

@Dave_R 

I think at this point you'll need to try a replacement hub as its possible that its faulty.

[Dave_R]

How do I go about getting a new hub?

[jamesn123]

@Dave_R 

Quickest way would be to call Sky and report the problem, they should send a router as the first step. We can also escalate your post on the forum so you can chat with a Sky rep but replies are not instant and it'll take longer than calling. 

[Dave_R]

I'm at work until 5pm so chat would be great as I can do it as I work.

[jamesn123]

@Dave_R 

Sure

I've escalated your post lookout for a message on the forum.

[Dave_R]

@jamesn123 

Thank you so much for the help

[Greenfingers001]

Thanks for escalating this. We’ve sent @Dave_R an invite to chat.