Intermittent drop outs, will not auto reconnect

[MrBp]

We moved from Vodafone standard broadband in March to SKY full fibre, since then we get an Intermittant drop in connection, usually at night, but the router will not reconnect to the internet unless it is restarted. it used to happen maybe once a month, but tonight was the 3rd time in less than 2 weeks.

have been in regular contact with customer support (usually chasing promised call backs that never happen) regarding the issue. so im hoping i may get some answers here.

We have had a new Router and ethernet cable. problem still happens exactly the same.

Router has had more than one full reset.

The connections have been checked (Ethernet to openreach box is port 4)

The last agent we spoke to told us it was an Ethernet device plugged into the router causing a problem (Most likely our mesh system) so we had over a week of no ethernet devices connected to the router and we had no drop out (although it was never that regular anyway). i plugged my "hive" box in on monday but no others. and we had a drop out this evening. restarted router and it reconnected instantly.

as the problem always seems to happen at night, sky helpline is shut so unable to call them when the fault is present. and the first thing the online diagnostics asks you to do is restart the router, which then fixes the problem.

while issue is present the first three lights on the router are green, but the talk light is amber.

run a broadband test and it says "there's a problem with your internet calls"

has anybody got any suggestions, and can anybody tell me where is stand legally with my contract if sky dont rectify the problem, i have spent hours on the phone to numerous different people, jumping through hoops and am no closer to a stable connection.

[TracyDormam]

My internet is dropping out constantly my telephone is not working and this has been going on for months.  Please could

aomeone help as it

is quite annoying when you are paying for something that is not working properly. 

[Chrisee]

@MrBp from what you post I doubt the issue is within your home system .

Given the internet light stays green it implies there is nothing erong with your fibre connection back to the exchange but there can be issues beyond that point. The IP based phone service is provided by a Sky server which are positioned around the country that also manages the data connection. These units can go faulty and while they do get checked out and sorted but it can take time. Unless Sky customer support escalates your issue to the Network team they will take you through standard fault finding. 

I am escalating your post to a Sky team who support the forum to check out whether I am right - they have access to diagnostic info that customers can't see - expect an invitation to an online chat through the forum where a chat icon will appear.

[Chrisee]

@TracyDormam Please post somexdetail of your fault in a new thread as while your fault maybe connected to the OP's it is more likely not to be. If you include your hub's connection stats in the post that helps forum regulars identify likely issues. See Find your Sky Broadband router statistics

[MrBp]

@Chrisee thanks for your reply. I didn't think it was my equipment either as I have added nothing since changing from Vodafone and had no problems with them. 

The network team are already involved, they are the team that told me the fault is down to an ethernet device. The most recent agent that was supposed to call me back told me to disconnect all my devices and they would monitor it for a 48 hours. I have now disconnected hive again to see if it drops again.

I was told that the orange talk light was simply because I have no Internet connection, so it cannot connect to the ip call servers, so not actually related to the fault. 

But with it being so intermittent it could be a month before we know. 

Could it possibly be a faulty ethernet cable to the hive?

[Chrisee]

@MrBp highly unlikely in my opinion but swap the cable - to be honest it sounds like someone is being imaginative in generating excuses. The loss of the voice service has previously been found to be due to an issue with the radius server. However you are right intermittent faults are a pain to diagnose.

[MrBp]

@Chrisee  Surely if it was fault passed the exchange, or to do with the iPhone servers it would effect lots of people at once? And would the hub not reconnect? The most frustrating part is that it does not reconnect. The lack of reconnection is what makes me think it would be a hardware issue?

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to MrBp.

[Chrisee]

@MrBp You have replaced the hub so it is very unlikely to be that and the voice line should not be affected by kit attached to the LAN therefore logically it could be a bad port at the radius server. It has happened before. If you checked the hub's stats when no data can flow I suspect the hub WAN still shows as connected.

[MrBp]

@Chrisee thanks for passing this on. Having to run through all the steps again that I have already done that dont work but will humor them. 

I was going to ask is there anything in the hubs data that I can look at while the fault is present that may show the problem? I am able to log in to the router while the Internet is off, that's how I reboot it without getting out of bed.

I kind of understand what your saying about the voice line. But I think the only reason the voice line isn't working is because there is no Internet. Rather than that being the cause of the problem. Eg an Internet based phone line will not work if there is no Internet

[leemorr]

Over the course of the past five months, I have unfortunately been confronted with frequent instances of dropouts in my internet connectivity. While I am appreciative of the assistance provided by my service provider, Sky, my patience is wearing thin due to the consistent disruption in my online activities. This issue seems to extend beyond just my personal experience, as both my family and friends have also reported similar instances of dropouts. It is disheartening to note that despite assurances of improved internet connectivity, I have endured such disruptions for a period of five years, intermittently. Consequently, I am seriously contemplating a switch of service providers, as the inconvenience caused by the need for constant resetting multiple times a day is taking a toll. My primary objective is to have a reliable internet connection that can function without the need for daily troubleshooting.

[Chrisee]

@leemorr be careful if you do switch as if the new service provider is using the Openreach connection the issue normally moves with you. It is therefore better to find what is causing your issue. If you post your hub's stats and some details of your issues in a new tgread you should get some help from forum members. Find your Sky Broadband router statistics

[MrBp]

For anyone following this thread with similar issue, sky have had me disconnect all Ethernet devices as they are claiming my ethernet devices are causing the problem. 

This evening it disconnected, and I have no ethernet devices connected. Interested to see what the next excuse is.

[MrBp]

Another disconnection tonight. 

@Addie15 still waiting for a response from network team, not overly impressed!

@Chrisee you mentioned about a WAN port? I took some screen shots of the hub while it was in its no Internet status, do you mind taking a quick look? Maybe you can do sky's job for them?

[MrBp]

@Chrisee it appears WAN is disconnected.

 but according to hub the modem is disconnected? (But connected when Internet is working)