Internet keeps dropping out (5 to 10 times per day).

[Kirsten+123]

i have sky super fast broadband and for a while now it seems to be pretty unstable. It cuts out roughly 5 to 10 times per day. I notice it when I am working from home mostly where I drop out of meeting for about 1 to 2 mins before I am able to rejoin. It also happens when I am watching sky TV where the screen goes blue and says that I am not connected to the internet. Again it usually resets after a couple of minutes. 

 

 

[Highlinder]

@Kirsten+123Can 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

Can you click on " Tell me more about my connection" take a screenshot of the speed you are supposed to get between and your mininmum.

[Kirsten+123]

I have run the broadband test but it says there are no issues. 

 

[Kirsten+123]

@Highlinder any thoughts what to try next? 

[Highlinder]

@Kirsten+123It seems that you are getting within the speed that Sky say you should, but if there are drops happening and the broadband test is not picking them up, then the next step is get Sky to do further tests on your line.

Give Sky a call by dialing 150 on your landline, when asked the nature of the call say " Technical ", you might be asked to give a mobile number, give this, but  DO NOT hang up, stay on the line and you should be dropped into the queue for an advisor.

Lines open at 7am, that is the best time to try and get through.

[jamesn123]

Hi @Kirsten+123 

Your issue sounds like an internal WiFi problem as you only get that blue screen message when the communication fails between the main Q box and one/more of the minis.

First thing to try would be to change the WiFi channel on your hub and possibly the Q boxes as well. 

[Kirsten+123]

Thanks - any instructions on how to change the channel on the Wi-Fi? 

[jamesn123]

Instructions on changing the hubs WiFi channel here 

Instructions on changing the Sky Q boxes operating channel;

- Press home on your remote

- Scroll down to settings but dont select it

- Type 001 on the remote

- Press select

- Scroll to network setup

- Change to one of the other WiFi channel options