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Discussion topic: Internet connection drops intermittently

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This message was authored by SimonFH This message was authored by: SimonFH

Internet connection drops intermittently

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.

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This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Internet connection drops intermittently

Posted by a Superuser, not a Sky employee. Find out more

@SimonFH 

 

Can you post your hub stats

 

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
SimonFH
Topic Author
This message was authored by SimonFH This message was authored by: SimonFH

Re: Internet connection drops intermittently

Hi @cookiemonsteruk 

 

Please see as follows:

 

Screenshot 2022-07-29 at 15.15.11.png

This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Internet connection drops intermittently

Posted by a Superuser, not a Sky employee. Find out more

@SimonFH 

 

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

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
SimonFH
Topic Author
This message was authored by SimonFH This message was authored by: SimonFH

Re: Internet connection drops intermittently

Here you go:

 

Screenshot 2022-07-29 at 15.34.33.png

This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Internet connection drops intermittently

Posted by a Superuser, not a Sky employee. Find out more

@SimonFH 

 

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 

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
SimonFH
Topic Author
This message was authored by SimonFH This message was authored by: SimonFH

Re: Internet connection drops intermittently

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.

This message was authored by jamesn123 This message was authored by: jamesn123

Re: Internet connection drops intermittently

Posted by a Superuser, not a Sky employee. Find out more

@SimonFH 

Your 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.

I am NOT a Sky Employee
Myself & Others offer our time to help others, please be respectful.
SimonFH
Topic Author
This message was authored by SimonFH This message was authored by: SimonFH

Re: Internet connection drops intermittently

Thanks @jamesn123 

 

How do I escalate to an adviser on this forum?

(sorry for my ignorance!)

This message was authored by Chrisee This message was authored by: Chrisee

Re: Internet connection drops intermittently

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.

=========================================================
65inch Sky Glass, 3 Sky Streaming Pucks, Sky Ultrafast + and Sky SR213(white Wifi Max hub) main Wifi from 3 TP-Link Deco M4 units in access point mode
This message was authored by Lisa-P1987 This message was authored by: Lisa-P1987

Re: Internet connection drops intermittently

Posted by a Sky employee

Thank you for escalating this. We have sent SimonFH an invite to chat 🙂 

Thanks

Lisa - Sky Tech Team Expert
This message was authored by Greenfingers001 This message was authored by: Greenfingers001

Re: Internet connection drops intermittently

Posted by a Sky employee

Update:

 

Spoke with @SimonFH and escalated to network team to monitor connection and resolve issue

 

Thanks again for the escalation have a great day 

This message was authored by Einstein This message was authored by: Einstein

Re: Internet connection drops intermittently

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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