29 Jul 2022 02:25 PM
Hello,
My internet connection keeps dropping intermittently. It seems to happen every few hours and drops for about 3-5 mins. When it drops, the middle light of the Sky router goes blank and then blinks amber.
When I try the connection health check via Sky.com there is no issue found, which makes sense because when the internet connection is there it is working well.
Any help to understand the issue would be appreciated.
Thanks.
29 Jul 2022 02:26 PM
Posted by a Superuser, not a Sky employee. Find out more
Can you post your hub stats
29 Jul 2022 03:16 PM
29 Jul 2022 03:20 PM
Posted by a Superuser, not a Sky employee. Find out more
Could you also "run tests" from your my sky app and post the info in "more about your connection" to determine your minimum guaranteed speed
29 Jul 2022 03:35 PM
Here you go:
29 Jul 2022 03:43 PM
Posted by a Superuser, not a Sky employee. Find out more
Your speed is just 2Mbps above your guarantee however there is a clear sign of at least 1 line drop. Can you give more detail of the number of times per day that the line drops?
If 10 or more line drops in a 24 hour period then call sky on 150 from your landline or
zero three three three seven five nine one zero one eight from any other phone
Or if in Ireland
Call sky ireland on
08.185.00.27.2
Remove all the full stops
And ask them to run a line test
29 Jul 2022 03:53 PM
OK, thank you @cookiemonsteruk
I don't think it is as many as 10 times per day. During the working day it will affect me 2 or 3 times.
02 Aug 2022 11:18 AM
Posted by a Superuser, not a Sky employee. Find out moreYour noise margin is way too high, although you are within your minimum speed the line drops in combination with the high margin should be sufficient for a fault to be accepted by Sky. You can either call or your post on the forum can be escalated to an adviser.
06 Aug 2022 11:09 PM
07 Aug 2022 08:11 AM
Posted by a Superuser, not a Sky employee. Find out more@SimonFH you can't escalate yourself that is something Superusers and Oracles can do where it is clear to us that the customer needs help from Sky as you do.
I have made the escalation so expect an invitation by email or forum message to a private chat through the forum where a chat button will appear.t isnt instant but normal appears within 24 hours. Some browser can be tricky so if nothing today try a different one.
07 Aug 2022 11:00 AM
Posted by a Sky employeeThank you for escalating this. We have sent SimonFH an invite to chat 🙂
08 Aug 2022 01:06 PM
Posted by a Sky employeeUpdate:
Spoke with @SimonFH and escalated to network team to monitor connection and resolve issue
Thanks again for the escalation have a great day
04 Dec 2022 02:04 PM
I am trying to receive decent solution from Sky for weeks now as my internet conncetion drops and is very fast a few minutes later to stop at all....Last night I had 8 fall outs during the football game I was watching. I lost connection to my basement almost completely. I got in touch often...and on a Facebook page people who live nearby are all complaining that it started after the works they did here. I told them often but still I get the same advise over and over again....the same thing! I tried it all, got a new wireless receiver and had several people looking at it. It is worthless ....What can I do? I am not able to order online or get in touch with my doctore or even pay a bill now without worrying I can do it all fast enough. Any suggestions? I should have 6G....My phone sort of does better than my PC but has the same issues.
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