Internet connection keeps dropping

[Simon-Champion]

We keep losing connection to the internet, wired and wifi. Everything works fine with good speeds, then connection drops. The internet light flashes orange and the voice light is a solid orange. Then around 5 minutes later, the box resets and everything comes back on normally 

[cookiemonsteruk]

@Simon-Champion 

Could you post your hub stats

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

[Simon-Champion]

Router Statistics

System Up Time: 19:38:02

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 13924 12766 0 5372 3952 00:02:56 LAN Up 7029704 3568157 9 8718 26210 19:38:02 WLAN (2.4 GHz) Up 2561300 2377879 0 12513 2407 19:36:11 WLAN (5 GHz) Up .1988199 0 0 22732 19:36:10

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Broadband Link Downstream Upstream Connection Speed 133836 kbps 29388 kbps Line Attenuation D1(45.7 dB) , D2(0.0 dB) , D3(0.0 dB) U0(0.0 dB) , U1(0.0 dB) , U2(0.0 dB) Noise Margin 3.1 dB 5.8 dB

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[cookiemonsteruk · Accepted solution]

@Simon-Champion 

The external line did drop just under 3minutdas prior to posting the stats.  Regardless of the speeds if the line drops more than 10 times a day it would be considered a fault.  The quickest way to address the issue would be to call sky on 150 from a sky landline or

Follow the link and choose need more help

https://www.sky.com/help/home/

If in the Republic of Ireland go to the bottom of the page and change the flag to Republic of Ireland

[Simon-Champion]

Yeah, it's been happening several times over the last few days. I'll give Sky a call. Thanks 

[dmwelch54]

All the lights green, connection upstream dropped.  WiFi and wired drop same time.  Lasts upward to 5+ mins mostly less.  Router,  wires, Fibre, all replaced.  This has been happening since FTTC.  Exchange is Holme Hale, a mile and a half from me.  Sky has been NO HELP being bent on problem in my house!  Several new hubs, wire all replaced from cabinet.  NO HELP from Sky.

[dmwelch54]

Is there a Sky syslog server to send hub logs?

[nicolemark]

Losing connection every 10 minutes or so,, probably only for a moment or two, then automatically connects (pop up saying'trying to connect'. Faulty external wiring maybe!?!

[Nainolaf]

I have been getting this for the last 2 days,  FTTP previously with Openreach for 3 year with no issues, moved to Sky as  cheaper offer amd faster speed, been dropping intermittently for last 2 days.

[Chrisee]

@Nainolaf first point you still have exactly the same Openreach connection with Sky as you had with your previous ISP who cannot have been Openreach as they dont sell services to the public perhaps it was BT?

It unusual for full fibre services to drop but faults can happen to any ISP at any time its often down to luck. What happens tomthe indicator lights on your hub when you lose connectivity? This link will help identify what they mean https://www.sky.com/help/articles/hub-lights-explained-start

Also check the lights on the Openreach ONT which should be green a red light there indicates the unit has lost connection to the exchange.

[Nainolaf]

Many thanks for the reply,

my fttp service was with BT but I was employed by Openreach as a fibre technical advisor, I appreciate what you said re the physical fibre but the fact is that in many years of service with BT I never had this issue where I needed to reconnect my Sky boxes, perhaps the issue is the Sky Ethernet router?

[Alf2148]

Connection keeps dropping,has done now for a few weeks, Very annoying customer considering we keep paying. Maybe have consider changing.

[Bananananas]

Good morning all

This is what I got, complaining to sky about losing Internet connection and subsequently  losing phone connection

"Hi, it's Sky. We've looked into your issue, and it looks like the issue is in your home. To fix it, try these steps at sky.com/broadband-help
NoReply". All those steps never worked, turning hub off then on works. This is ongoing since November last year