Intermittent connection problem with SKY Hub

[MNS]

Greetings all,

This problem has going on and off for the last four weeks. On a number of occasions a Open Reach engineer has been to diagnose the problem which first time turned out to water ingress in the street cabinet up the road. Despite the problem being fixed, we kept having issues, usually little or no upload speed with periodic disconnections.

20260603_181536.jpg  Monday 18th May 2026.png

So far the Open Reach engineer has been out to investigate on four occasions I know of, the last time to my home. He told me the problem hadn't originally been fixed because the engineers sent were third party companies and not Open Reach. He said the line from the street cabinet to the connection in the house was running exactly as it should now.

All sorted and he left but less than half an hour later ...

Here from the Hub 'Recent Activity Logs' is a short clip of todays luchtime syslog;

Note: dates and times have had to to be removed due to Sky Community rules ...it thinks it's personal information or account details. 😂

 syslog: ptm0.1 - WAN link DOWN.
 syslog: DHCP lease invalid(WANoE). Connection DOWN.
 syslog: Clear IP addresses. IP connection DOWN.
 syslog: Voice IP Connection Down
 syslog: [71632.072000] Line 0: xDSL link down
 syslog: [71634.869000] Line 0: xDSL G.994 training
 syslog: Voice Disconnected
 syslog: [71648.869000] Line 0: VDSL G.993 started
 syslog: [71660.871000] Line 0: VDSL G.993 channel analysis
 syslog: [71662.396000] Line 0: VDSL2 link up, Bearer 0, us=8229, ds=39999
 syslog: [71662.396000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
 syslog: sky dhcpc client (v0.0.1) started
 syslog: ptm0.1 - WAN link UP.
 syslog: Received valid DHCP lease from server. Connection UP.
 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D21020BD014305/9C31C38117B0/51.190.12.64/7.04.0206.R/::]
 syslog: WAN IPV6 UP
 syslog: Voice IP Connection Up: 2a02:c7c:80d1:c900::1/64
 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D21020BD014305/9C31C38117B0/51.190.12.64/7.04.0206.R/::]
 syslog: Voice Configured
 syslog: Voice Initialized
 syslog: Voice Connecting
 syslog: ptm0.1 - WAN link DOWN.
 syslog: DHCP lease invalid(WANoE). Connection DOWN.
 syslog: Clear IP addresses. IP connection DOWN.
 syslog: Voice IP Connection Down
 syslog: [71723.392000] Line 0: xDSL link down
 syslog: [71726.881000] Line 0: xDSL G.994 training
 syslog: Voice Disconnected
 syslog: [71740.881000] Line 0: VDSL G.993 started
 syslog: [71751.881000] Line 0: VDSL G.993 channel analysis
 syslog: [71753.626000] Line 0: VDSL2 link up, Bearer 0, us=823, ds=39999
 syslog: [71753.626000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
 syslog: sky dhcpc client (v0.0.1) started
 syslog: WAN IPV6 UP
 syslog: Voice IP Connection Up: 2a02:c7c:80d1:c900::1/64
 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D21020BD014305/9C31C38117B0//7.04.0206.R/::]
 syslog: ptm0.1 - WAN link UP.
 syslog: Received valid DHCP lease from server. Connection UP.
 syslog: Connection Up. SNO/MAC/IP/SWVER/IPv6: [D21020BD014305/9C31C38117B0/51.190.12.64/7.04.0206.R/::]

So we still have the problem. This is dispite the Hub being reset, rebooted and advice from Sky support, swithed off for 45 minutes.

My question is this the SKY home hub doing this or still a connection problem to the house?

We do have a scheduled visit from Sky engineer next week but being between providers I'm not so sure much can be done.

[MNS]

N.B. Also I have replaced the grey telephone cable from the Open Reach wall socket to the SKY Hub with a new one but this also has made no difference.

[stereohaven]

@MNS 

I had a similar issue, but polite persistence pays.

Several Openreach visits (external), including water ingress in an underground duct as a possible culprit, but nothing kept it fixed for long. A Sky Broadband Engineer visited, changed the hub, internal cabling and the Openreach faceplate, got me back online but only for about 4 hours!

Ultimately, the problem was outside, with Openreach having to replace about 20 metres of cabling in an underground duct, which required a specialist to identify and then another specialist team to do the work.

You just have to be persistent as you can only deal with Sky, but once you have eliminated the hub, filters and/or internal cabling as the problem, it can only be outside the property and in Openreach's domain.

Good luck 👍🏻

[MNS]

Thank you @stereohaven for your input.

We've waited five years for them to connect us to fibre broadband, first BT, then SKY and six months of that which a different provider, so I can see Open Reach avoiding replacing the cable by insighting the cost. 

This is fast becoming a nightmere!

We have a poor internet connection (not SKY's fault) that is worse than the old dial up internet, we cannot get Open Reach to fit a fibre connection, yet we and our immediate neighbours are the only two properties in the street not connected super fast fibre broadband. 5G isn't an option here, 4G isn't very good in our location and Starlink costs an arm, kidney plus a leg.

Our current standard broadband speedtest as of writing this reply.

I have to admit, I was sceptical when the Open Reach engineer said the connection was all working correctly. Now, seeing your reply and them admitting there was water in the street cabinet up the road, it all makes sense now.

[TimmyBGood]

---

@MNS wrote:

 Starlink costs an arm, kidney plus a leg.

---

On their current pricing the 100Mbs service is comparable with out-of-contract FTTP (which is presumably why it's been set at that level) 

The 200Mbs version is undoubtedly expensive compared to a terrestrial connection, but on the other hand it's £2 per day for something which is literally rocket science.

[2muchTV]

Just referencing mobile signals.... is it the same for all of  the 3/4 providers, EE, O2, Vodafone Three?

A cheap way to try other providers is a MVNO sim card which you can buy at the till of supermarkets like Lidl for a £1. 

[MNS]

Average Speedtest for 4G where I am for all 4G providers ...

[MNS · Accepted solution]

New SKY Hub router is now been sent and it was the router all the time causing the fault, not the line from the street cabinet to the house.

I do have to wonder why I've been made to wait so long to get the problem sorted? ...it's now FIVE weeks. 

Also I do question, having had a number of engineers out to our address why our connection is capped to 30 Mbps by SKY when the engineers tell me the line is capable of 80 Mbps download and 20 Mbps upload speeds and the router is perfectly able to do these speeds.

The last Openreach engineer here did suggest the speeds he's seeing cannot be guaranteed by SKY, which to me seems crazy know how poor the lower connection speed is.

Surely better to leave unresticted so the customer can get the best speeds?!!

[Me134]

---

@MNS wrote:

New SKY Hub router is now been sent and it was the router all the time causing the fault, not the line from the street cabinet to the house.

I do have to wonder why I've been made to wait so long to get the problem sorted? ...it's now FIVE weeks. 

Also I do question, having had a number of engineers out to our address why our connection is capped to 30 Mbps by SKY when the engineers tell me the line is capable of 80 Mbps download and 20 Mbps upload speeds and the router is perfectly able to do these speeds.

The last Openreach engineer here did suggest the speeds he's seeing cannot be guaranteed by SKY, which to me seems crazy know how poor the lower connection speed is.

Surely better to leave unresticted so the customer can get the best speeds?!!

---

I'd hold off on blaming the router until the new one is in place to be honest. As for the cap, you've answered your own question, Sky aren't going to sell you a service that can't be guaranteed to be somewhere in the ballpark of what the line can hold. Your suggestion leads to instability on the line.

[MNS]

How did you know???

New Router is no different. So Openreach must be lying about their connection.

I'm cancelling the whole thing, we long since out of contract anyway. In five years Openreach still haven't connect us to fibre, so I can't see them doing anything with connection fault!

We'll use 4G which isn't much better but is a quarter the monthly price and I won't have to deal with Openreach any longer.

M.