Internet connection drops every night at same time for exactly 3 hours

[mikesmeeton]

Any help would be appreciated. Every night at exaclty 0246 for 3 hours my internet connection drops. WiFi remains on so its not the router turning off.

[Mr+Whipp]

Hi there, 

Is there anything in your property that turns on at around that time?

If so this could be interfering with the internet connection.

Also if you have Sky Broadband Boost that kicks in around that time but it should only be for roughly 5 minutes not x hours,

Let us know if there is anything along those line and we can have a look to see if there is anything we can do to help.

[mikesmeeton]

No - nothing that I'm aware of. I was hoping someone might be able to see some activity logs which may help?

[Lisa-P1987]

We don't have access to your accounts @mikesmeeton  but even if we did, we cant see what you use your internet for, only the data downloaded for each day, so we wouldn't be much help on finding out what it is. 

It might be worth turning your hub off over night in hopes that whatever it is disconnects?

[Spuffioso]

Hi, I have exactly the same issue, all internet goes off at exactly the same time for three hours every night. So unless we all have something turning on at the same time in our houses and would be a massive coincidence then the fault lies with Sky......

please help Sky!

[mikesmeeton · Accepted solution]

@Spuffioso I worked out what the problem was for me in the end. It was the Sky Q box. It was in eco mode and those items connected to it that kept reporting WiFi loss. Hope that helps for you. 

[bythefringe]

Why is this also happening at my home?

We dont all go to bed at 10pm -8am

I am paying for a service thats available 24/7 so thats 

what i expect!

[mikesmeeton]

Hi @bythefringe if you're having exactly the same problem as I did, then you can change the settings on your sky Q box and take it out of eco mode. Hope that helps. 

[BazFis]

Hi, I wake up most nights at 2 or 3 AM and dont get any WIFI. I am using up my 4G as I write this. I will try the eco mode fix during the as I am not going to wake up the whole household trying it at the moment.  A couple of question to the Sky experts. 1. How come none of you guys knew about the Ecomode thing and Joe Punter had to work it out for himself 2. As I am also with Sky mobile can I also get refunded for all my data that I have been using at night. Note that I changed from a Samsung S6 to a Samsung J3 about 6 months ago and it only started happening then. It isnt as good a phone but my S6 was had it and I coudn't afford a decent replacement. Just thought I would let you know that so the folks getting paid to look at issues can maybe work out some kind of connection (pardon the pun) try o quality of phone and internet issues. Also we have to log on to put comments on this forum so surely you should be able to pick up our account details automatically? I'm sure you could find them quick enough if we were to leave abusive posts.

[Chrisee]

@BazFis the issue is in your home your phone is out of range of your hub's wifi signal,which does not go into the low power mode as it is only the TV box's Wifi hotspots  that are affected. That is relatively rare as most people's phones might show slower wifi at night as they connect to the more distant hub seamlessly.

The fact the hotspots go down when the box goes into low power mode in eco mode has been posted about in the forums since Sky Q launched just under 5years ago. I cannot think how many times I have given the advice myself to switch power modes and I am only one of the regular users helping in the forum but as soon as somebody mentions wifi issues between 2.30 and 5.45am it is the most obvious cause.. 

The only way Sky would be likely to refund for data used is if you could show their staff misled you when asked a question - all calls are recorded. It can be infuriating when you find there was a simple answer to an issue but expecting somebody to proactively warn you is not practical.

Sky staff do read posts and will take action if somebody breaks the forum rules and can ban your id from the forum but due to the law on Data Protection are barred from doing a reverse look up to get your personal details - the law says they need your express permission to do that. When we escalate forum posts Sky staff have to go through a security procedure getting that permission before accessing the customer's account details just the same as when you call. 

[BazFis]

Chrisee

I only have the issue with the phone in the early hours of the morning. It connects to the wifi at all times, from the same location, during the day and in the evening.

[Phil+D22]

Okay,so I have a similar issue with the broadband dropping out.

Every night between 3 am and 6 am, my security cameras go offline. I have contacted sky regarding this issue and they directed me to the sky Q box going into eco mode and I have changed these setting, however nothing has changed. Last night I turned off the sky Q box completely thinking this should cure the problem but the cameras still went off at the same times.

my next step is to video my hub around these times to see what happens to the lights on the hub, is that something anyone else has done and what was the outcome? 

I'm sure it's some thing very simple, just frustrating trying to pinpoint the problem

[NIX71]

I have been having this problem for years and Sky couldn't care less about helping me with it.

[Chrisee]

@NIX71 these kind of faults can be hard to diagnose.

If your connection to a device goes down regularly at 2.30am and comes back up at 5.45am the cause is normally Q tv boxes going into eco mode. There are no similar power saving settings on the hub so unless you have set up a schedule then it is not that.

In the past people have forgotten they have timers on mains connections and of course they will cause the connection to drop. It is worth looking at the log files on the hub which show what is happening, post an extract for the time of the issue if you cant understand them but please don't make it too long.

Sky and Openreach have to maintain systems so occasional loss of connection at night is often down to that there is nothing you can do about it the work is done at night to minimise disruption but it rarely happens for more than a week at most. 

[NIX71]

Its not the Q box its the internet