Internet dropping since moving to Sky

[Goldman18]

Hi,

I recently moved to Sky from Vodafone and have been having issues with the internet dropping out intermittently. It then seems to reconnect itself after a short while (while this is happening the router lights are not all green). 

This never happened with Vodafone, so i'm not sure it could be a line issue? I have tried resetting the router, but looking at the logs it looks like it disconnected and reconnected during the night again.

Thanks

[SuperHeavy]

Despite being sent a new hub two weekd ago (a Sky SR203) at least once a week we still have to unplug the power cord to restart the router.

I understand updates and patches etc but nothing from Sky telling me/customets updates are being rolled out that may cause an on/off issue with the hub.

Seems to be more common since we changed to fibre last summer.

[Highlinder]

@Goldman18  & @SuperHeavy  Can you run the broadband test when this issue happens.

Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

[Goldman18]

Unfortunatley my mobile signal isnt the best, so I havent been able to run the test when the internet is down.

Im getting the following messages on the router log, not sure if it's of any use:

 20:09:13 syslog: ptm0.1 - WAN link DOWN.
20:09:13 syslog: DHCP lease invalid(WANoE). Connection DOWN.
 20:09:16 syslog: Clear IP addresses. IP connection DOWN.
 20:09:17 syslog: Voice IP Connection Down
 20:09:17 syslog: [350434.987000] Line 0: xDSL link down
 20:09:17 syslog: [350438.187000] Line 0: xDSL G.994 training
 20:09:18 syslog: sky dhcpc client (v0.0.1) started
 20:09:20 syslog: Voice Disconnected
 20:09:44 syslog: [350452.187000] Line 0: VDSL G.993 started
 20:09:44 syslog: [350464.187000] Line 0: VDSL G.993 channel analysis
20:09:44 syslog: [350465.128000] Line 0: VDSL2 link up, Bearer 0, us=16351, ds=64172
20:09:44 syslog: [350465.128000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
 20:09:46 syslog: sky dhcpc client (v0.0.1) started
20:10:23 syslog: ptm0.1 - WAN link UP.
20:10:23 syslog: Received valid DHCP lease from server. Connection UP.

It then starts back up and works as normal. Any ideas, or best to get sky to arrange an engineer?

Thanks

[Highlinder]

@Goldman18if you are not able to complete the broadband test with a weak mobile signal then the best course of action would if you are able to call Sky on your landline and report this fault so that can run further in depth tests on your line.