Internet Continuously Dropping Out

[tawm]

Hello,

I've been experiencing a very intermittent problem, I say intermittent, but it keeps happening on a frequent basis, it's just very random and has no pattern.

I've tried calling Sky support on two occasions and both times they tell me a line test has passed and they will monitor and call me back, both times I never got called and I'm giving up, so I thought I'd try here to see what people think.

My internet seems to just drop out, for about 1 minute at a time, every 5-10 minutes over the span of about 24 hours, then suddenly, it's fine! Then a few days later, the same happens again for about 24 hours, rinse and repeat...

I'm a very technical person, so I took a look at some logs, and it definitely seems like something isn't quite right, and also seems to be potentially related to lease renewal. I've attached the logs of the issue happening at the time of me writing this post.

If anyone has any advice it would be greatly appreciated, I will continue to call Sky again if it keeps happening for the next 2 days. I can be patient, and understand that sometimes it can play up, but it's happening too frequently now for me to think "It's just a one-off".

I prefer to avoid calling in unless I know for a fact that the issue is continous.

Thanks in advance,

Tom

[Chrisee]

@tawm there are automatic controls on VDSL lines like yours that kick in where line drops or errors exceed pre-programmed limits but as yet there are no real signs that is happening - the noise margin figure in the stats start to rise and connection speed drops your is 3.4dB which is around the lowest possible. You can expect the figure to rise and connection speed to drop as the system kicks in each night.

Normally that DLM system can stabilise the connection. Openreach will only intervene where speeds drop below the guarantee for the line or line drops reach double figures in a 24 hour period. Sky know this hence the comment about monitoring. All you can do is check there is nothing in your home causing electrical noise -  faulty microwaves, sparking switches, dodgy line filter etc are possible candidates - try to link the drops to events in your home

This type of issue should disapear as the copper network is de-commissioned as fibre is immune from noise issues.

[tawm]

Thank you Chrisee that information is helpful to know.

My router is quite isolated from other electrical devices in my home and I can't really think how anything could be interfering with it for a solid 24 hours then just... works fine again. Then a few days later, the same thing. Just seems really odd! I can't put my finger down on what it could be. Nothing different in the house or outside to my knowledge when the issue is actively occurring.

It even happens overnight (I'm a night owl) where all other appliances and devices are switched off. Due to cost of living crisis we're very strict on everything being flipped off at the wall or the plug pulled if it's not being used haha

Something I should have mentioned in my first post which I forgot about is that the first time I called up, Sky told me to hold the reset button on my hub for 10 secs. This solved the issue immediately (I think it's a factory reset) and I went a couple weeks without it happening again. Unfortunately now, its doing what it did before.

Obviously I can try this again, but I shouldn't have to keep doing it, so I thought there is an issue somewhere.

[jamesn123]

Hi @tawm 

Just to confirm, when the issue happens it happens all day and night and not just at night?