Internet drop outs on WIFI & Ethernet

[G81LLS]

Hi, we've had 500mb Sky Full Fibre since March with no issues. Since Saturday we have been experiencing constant internet drops on both wifi and ethernet connected devices across our home. All the while this happens the Sky Broadband hub stays all Green lights and the Sky app always shows good connection to the hub when I use the test feature. Weirdly also we try to reconnect devices where our router name cannot be found in the list of available connections we have noticed some new SKY wifi names when we try to see ours, these can be connected to wifi Ethernet devices such as our PC and TV but these named connections ask for a password if we try to connect wirelessly. 

Here are our router stats off the PC when it was connected wired (with poor speeds albeit approx 40mbps)

Can anyone shed any light? Is our router goosed? Thanks in advance

[19ryan84]

Hi, 

I am having the same issues. Internet both hard line and Wifi keeps dropping out while the hub is showing all 3 green lights. Speeds when connected can be slow. Both my main sky Q box and the multiroom box lose connection, the multiroom box wont even reconnect now.

Very frustrating

[Highlinder]

@G81LLSDid you re-start the router yourself or did the router do a full re-boot on its own?

[Highlinder]

@19ryan84 Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

[G81LLS]

@Highlinder hi, we had some work on our house on Saturday and the electricity had to be switched off for an hour. When switched back on we initially could not see our router as available so pressed the router reset button, this allowed us the connection back and all seemed fine again until later in the day and since then has constantly been up and down. The router has since at times changed it's own name and we cannot connect again unless we do a reset once again. 

[Highlinder]

@G81LLSI take it that the ONT is working as it is supposed to do so. But does sound like the router has had a bad day. If you can and would be faster to give Sky a call and go through the techincal help with them which should result in them sending out a replacement router.

[19ryan84]

Hi

I have finally got through to Sky who have detected a fault somewhere that requires an engineer to attend

[G81LLS]

@Highlinder yeah the ONT seems absolutely fine all the correct lights are illuminated. It's connected at the moment and we are waiting for the inevitable drop out again soon and then I will defintely call SKY. Thanks

[Highlinder]

@G81LLSDoes sound like there is a fault with the router. But best to let them go through the troubleshooting with you.

[jamesn123]

@G81LLS 

Sounds like the power outage has borked the firmware on the router or broken the router itself.

If you haven't already sorted it with Sky then holding the reset button the rear of the router for 30sec should solve it if not you'd need a replacement if you havent got one already.

[G81LLS]

@jamesn123 yeah we tried a reset multiple times over the week and it would resolve for a day then disconnect generally through the night. Called Sky support to do some troubleshooting and despite them seeing everything connected ok, although I was unable to see my WiFi network to connect at the time off call. They determined a faulty hub and we received a new one yesterday, all is good with the replacement so far 🤞

[Juell]

Switch your Sky Hub ethernet settings from gigabit ethernet to FastInternet and all your problems will go away.

Hope this works for you.

Keep well

Junior out

[G81LLS]

Hi, my issue was resolved a while back with a new router from SKY.

But what you say is Interesting 🤔 Fast Internet setting says it only goes up to 100mbps though? I pay for 500 and in the main get approx 400 on a good day so why would I want to change this? 

Thanks 

[jamesn123]

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@Juell wrote:

Switch your Sky Hub ethernet settings from gigabit ethernet to FastInternet and all your problems will go away.

Hope this works for you.

Keep well

Junior out

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This is just poor advice and you've not even explained why someone should do this