Internet cuts off everyday

[Jones0510]

Everyday between 10pm and 10.30pm my internet cuts off for about 30 seconds. It's like it's rebooting itself but everyday at this time. I have tried switching it off and on again but the next day it happens again! 

we have only been sky customers for around a month 

[Mills132]

My does this but I have to reboot the router my self to make the internet come back on 

[Mills132]

I have also been with sky broadband for around a month. 

[Chrisee]

Hi @Jones0510 & @Mills132 please post your hub's connection stats as explained here Find your Sky Broadband router statistics

These help forum members diagnose what maybe going on. It is also worth thinking what else happens in your home when the drop happens as one cause can be electrical interference from a large appliance switing on or off ans sparking as it does so.

[Jones0510]

@Chrisee 

 

[Jones0510]

Router Statistics

System Up Time: 526:06:42

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 531011 944005 0 286440 1010207 12:02:37 LAN Up 103344821 143092303 0 165760 5041066 526:06:42 WLAN (2.4 GHz) Up 17548079 11842345 0 837295 253852 526:04:52 WLAN (5 GHz) Up 185111861 96693598 0 0 0 526:04:46

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Broadband Link Downstream Upstream Connection Speed 7143 kbps 1869 kbps Line Attenuation D1(17.6 dB) , D2(54.0 dB) , D3(80.9 dB) U0(6.6 dB) , U1(44.5 dB) , U2(54.2 dB) Noise Margin 6.4 dB 6.8 dB

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[Jones0510]

 

[jamesn123]

Hi @Jones0510 

Your stats do indicate a line drop 11hours before you posted them. The issue is that Sky nor Openreach will not accept a fault report if its only dropping once per day for 30 seconds. If your speed was also down then you would possibly be able to claim on that however your speed is also fine. 

[mae-3]

@Jones0510 

At just above 7Mbps downstream the VDSL2 superfast broadband is most certainly below your minimum guaranteed speed, with an attenuation of less than 20dB on D1 you should get a speed around the 20-25Mbps mark, so report the fault to Sky directly by phone as below you guaranteed minimum speed.

[jamesn123]

Oops I read the speed as 71mbps not 7mbps 😬

[Mills132]

 @Chrisee @jamesn123 

[Chrisee]

@Mills132 nothing apparently wrong with your connection which has been running at the maximum 80Mb/s down and 20Mb/s up for the last 5days. You are only using wifi so any connection issues are probably down to poor wifi which is extremy common but not something Sky can do much about as factors such as your homes lay out, contstruction and level of interference from neighbours networks are out of their control. 
They publish these ideas which are worth trying Sky Help - Slow wifi

There is a large market for devices to improve network coverage as most ISP provided routers are not up to providing fast wifi coverage in many homes. 

[Mills132]

@Chrisee strange, that's for your help, I'll have a look on the WiFi page 

Thanks 😊

[Chrisee]

@Mills132 my comments are based on the stats you posted but there are rare times shen the hub remains connected but data doesnt flow where there is a fault within Sky's network. Most common is failure of one of their DNS nodes (think address lookup) or where maintenance is going on usually overnight. Not much customers can do but fortunatelt these are fixed fairly quickly.