Internet dropping intermittently

[KirstenLH]

Good Day, My Internet has been dropping intermittently every hour or so and then my laptop pops up a connection issue web page to diagnose my Internet. Is there any intermittent issue on my line at the moment. Kindly advise.

[JimM1]

@KirstenLH Both the links below for you to check! Also about the hub lights if you see anything when you get the fault!

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby
https://www.sky.com/servicechecker

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[KirstenLH]

Hi Jim,

Thanks for replying.

I've checked all these but at the time Sky says everything is fine.

On my router, when it dropps, the Internet light goes orange, it then goes off for a few minutes and then comes back on and goes green again. Then after a while, it does it again by going orange for a few minutes, then off, then back on.

I will try and catch it again to see if I can do the tests during this time.

Sky says everything is fine but there is definitely a problem somewhere causing the router to disconnect and reconnect like this.

Currently at the moment all lights are green and connectivity is fine but it will go down again any minute.

[JimM1]

@KirstenLH Which hub do you have from sky and to what service is it connected!

https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have

[KirstenLH]

I have a Sky Broadband Hub

[JimM1]

@KirstenLH Do you think you could follow and post up your hub stat's from the link below, just the same as you see, and allow the table a minute to fill with some data. This will also allow the question off which service do you have from above!

How to read your Sky Hub statistics

[KirstenLH]

Hi Jim,

See screenshot of the stats

Note the WAN up time is 2.33 and I did not restart the router; it just came back online again after the issue I have been describing and I restarted it manually about an hour ago

[KirstenLH]

And it just dropped again.

I get this browser page when it drops.

And this is the stats right now again after it came back up where you can see the WAN time has reset.

[JimM1]

@KirstenLH Yes 100% see that, what happened on the sky hub, did the lights change, also on the little ONT box for your fibre connection it has 3 green lights on it, do you see anything there also!

Take a quick look in your security log, you should see wan0 errors, and also if you can see what FW release you are on, maintenance router status screen will show it! 

[Kate208]

This is happening to me too. Postcode BS39

[JimM1]

@KirstenLH Does a full factory reset cause you much greiff to do, anything that has been changed by you has to be re-done after one of those!

Its a press hold the reset button back off the hub 20-30 seconds watching the front lights, as soon as you see them change let the rest button go and the hub will do it's clean and reset! 

[JimM1]

@Kate208 Are you getting the same short burst off Broadband off recovering to on, dropping off again! etc.... Have you service checked to see if the somerset area is a problem that sky are aware off!

[Kate208]

Yes same short bursts of loss and I have to wait for the box to reboot. I have checked the service online but can only do that when it's connected, at which point it shows no errors

[JimM1]

@Kate208 Service can be checked at anytime as long as you have a mobile connection, does not rely only on the broadband!

[KirstenLH]

Ah man I really do not want to do this as Sky set my router up initially so I don't know what settings need to be there.