Internet keeps dropping in and out all the time

[LynseyHiggins]

Internet keeps dropping in and out. 
happening for along time 

but when I check you say it's fine 

[Highlinder]

@LynseyHiggins  black or white router from Sky?

[LynseyHiggins]

Got both black is the main one and white is the extension router xx

[LorraineB88]

It is the same on my end keeps dropping out. I am unwell and trying to watch some tv to relax and rest and the internet keeps cutting out all the time. Im disabled and depend on my internet to work.  I also have the black box and microfibre in the wall. It must be on skys end As been working up until today. It went completely down at 9 am this morning and called up for help n now it keeps going down

[mae-3]

@LorraineB88 & @LynseyHiggins 

There’s a post at the top of the forum that explains how to post your router statistics. This can help diagnose whether the fault lies with the broadband line. Additionally, the Sky App offers a useful line check feature that may identify the issue and allow you to book an engineer for your problems.

[Sharon1964]

Exactly the same with my broadband 

[mae-3]

@Sharon1964 

It’s unlikely to be a national or even a town/city issue because the forum would be flooded with hundreds of posts. A post about Sky router stats would be helpful in determining if you have a broadband line issue, which is explained in the post above.

[J-Coop]

I'm having the same issue too. All day!

[Daleboy]

Having the same issue with my fibre broadband dropping out all the time. Has been like this now for over 3 weeks. So far Sky has changed out the router, which has not stopped the instability. Spoken to Sky who have said there is nothing wrong with my connection. All the lights on the router and ONT box are green. during periods of instability. When the broadband comes back online,  I run the service checker and all my services show green. 

Does anyone know how to escalate this problem higher then the Sky service team in order to get this issue sorted. 

[Chrisee]

@Daleboy if you have full fibre and the lights on the ONT unit stay greeen then it is unlikely there is a line connection issue. If the hub has been changed then it is very unlikely to be a router issue. Thst leaves two possibilities first is an instability in your home network to rule the out can you describe what you are using in particular if you are using  any switches or extenders and whether you have any Sky Q boxes.

The last possibility is an issue with the server node managing your connection. If the problem comes and goes on its own that is unlikely. However try powering down the hub for at least 60 minutes as that should ensure you connect to a different node. Sky's network engineers do fix these faults but it takes time. 

In practice customers cannot escalate their own issues to higher tiers of support instead thr issue auto escalates once simple steps have been tried.

[Daleboy]

Hi Chrisee, many thanks for the response.

i have just tried switching everything off for 60 minutes then powering it all up again. No luck as within a few minutes, the broadband dropped out. The broadband comes back online within a few minutes then goes off again. 
Cables from the Sky router are 1 to the ONT, 2 to a Netgear 24 port switch (cat 6 cables to all rooms including the Sky Q box) and 3 to the Tesla Gateway box for power wall battery.

We had fibre installed a year ago and everything has worked perfectly until 3 weeks ago. At this time Openreach have been installing new cables near my home.
During the day, I have the internet radio on which stops every time there is a broadband dropout. During the  evening when watching Sky, the tv guide will sometimes not be available or the sound will switch off for a short period of time. 

Any help you can give me with solving this issue would be immensely appreciated.

[Daleboy]

Had my home setup checked by an internet engineer who ran tests and told me that the problem could be that the Sky router was not renewing its DHCP lease.  I was to contact Sky and they need to check this out. 
Does this make sense to anyone? 

[SIANx49]

The same is happening to me and Amy are refusing to escalate it for an engineer to. Heck as every time they do a check, there's nothing wrong with my connection. I've had an extremely frustrating call with someone this afternoon. 

I've had a new router and a new cable. No change 

[LynseyHiggins]

Black router  and white ext/ booster 

[A1Robs]

I had no problems with Sky copper broadband at all, very stable.  But now I have switched to fibre I am getting constant broadband drop outs.  I work at home and was disconnected from a 1 hour Teams call with my boss six times... contacted Sky, they seemed to indicate a lot of customers have asked to move back to copper!!  (It even just dropped out whilst submitting his post!).