Internet connection drops/hangs multiple times everyday

[Phil4]

It seems I am having a similar issue to many of the posters I've seen from today, although there are subtle differences, and haven't yet seen a solution (hopefully being worked on!)

As the title suggests, my connection either drops of hangs at multiple times through the day. I feel that this started on 8 April when I returned from paternity leave, but could have been later, although it has definitely been over a week now. I work from home and sit in the same room as the router, although I am connect via WiFi. The lights are all constantly green when it happens and all Sky tools show no issues.

There is definite cut out when listening to the radio via an app on my phone and the baby monitors constantly hang/buffer/disconnect and reconnect. There are also noticable delays in loading of web pages with general internet browsing. However, when using Teams for work calls and meetings, my video with freeze and audio mute to other users, but to me I don't appear to have interuptions in the video feed - very frustrating to be told "I lost you" after you have given some detailed instructions! I did notice today a poor quality message during calls which hadn't come up before, so seems it is getting worse.

I have tried to follow the steps to get my router stats, but I have not been able to. When the page first loads, I am not asked for any log in details, it goes straight to the summary status. But when I click on maintenance as per the instructions I get an error message -

401 Unauthurised

Authurisation required

Further errors and frustration!

[Chrisee]

@Phil4 there is a bug which means that if you are using a device running ios and Safai you get that message ideally use a different device not running ios if you haven't got one use Chrome but you may need multiple attempts 

Forum members should be able to diagnose the issue if you post the connection stats see Find your Sky Broadband router statistics

[Phil4]

thanks @Chrisee . I was using a Windows laptop and chrome, but may have been affected by the fact is was my company laptop. I've dusted down an old laptop of my own and got the following stats:

Router Statistics

System Up Time: 112:47:08

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 86296056 113247228 0 1002091 249459 112:44:35 LAN Up 35778396 28892539 0 598464 679615 112:47:08 WLAN (2.4 GHz) Up 7597014 3554005 0 14471 445 112:43:39 WLAN (5 GHz) Up 169937465 163556899 0 0 0 112:43:36

---

Broadband Link Downstream Upstream Connection Speed (Kbps) 32396 4067 Line Attenuation (dB) DS1:24.8    DS2:72.3    DS3:90.3 US0:10.6    US1:58.7    US2:0.0 Noise Margin (dB) DS1:8.4    DS2:8.1    DS3:0.0 US0:6.4    US1:6.4    US2:0.0

[Phil4]

Thanks @Chrisee for your reply. I've discovered that it must have been because I was using my work laptop, not a personal one. I've managed to access my stats, but every time I copy them over and try to post, my messagge seems to be rejected. I'm positing this reply first so you at least receive my thanks and then I will continue to try to post the stats in a seperate message!

[Phil4]

Router Statistics

System Up Time: 112:54:54

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 86351798 113292789 0 1922774 202045 112:52:21 LAN Up 35811145 28921949 0 559499 1772074 112:54:54 WLAN (2.4 GHz) Up 7600568 3554355 0 14010 204 112:51:25 WLAN (5 GHz) Up 170043778 163681207 0 0 0 112:51:22

---

Broadband Link Downstream Upstream Connection Speed (Kbps) 32396 4067 Line Attenuation (dB) DS1:24.8    DS2:72.3    DS3:90.3 US0:10.6    US1:58.7    US2:0.0 Noise Margin (dB) DS1:8.3    DS2:8.2    DS3:0.0 US0:6.7    US1:6.4    US2:0.0

[Chrisee]

@Phil4 the easiest way is to take a screen grab and add the stats as an image using the camera icon. The forum software is set to filter out long numbers  to avoid people posting account and phone numbers. 

[Phil4]

thanks @Chrisee , looks like I may have finally succeeded!

[Chrisee]

@Phil4 well your connection is not running as fast as it could be at 32Mb/s as the noise margin is fairly high at 8.2dB as against the more normal 3 to 6dB but whether Sky can get Openreach to do anything depends on the guaranteed minimum speed of your line.

However that doesnt explain your loss of connectivity as the connection has been up for 113 hours. Nothing obvious in the stats to explain it. It could be as simple as an issue with the DNS system that looks up the IP address for sites you are accessing. Powering down the hub for an hour can get you onto a different server thereby bt passing the dodgy unit. Alternatively adding a public DNS server address to a devices network set up can help - I use Google's public DNS at 8.8.8.8 and 8.8.4.4 but there are others.

@TimmyBGood any ideas?