Internet keeps dropping out

[muppet-world]

 

 

My internet has been cutting out never had problems before  it goes solid orange then flashes the reconnects 

i have notice the speed has been dropping since the 9th of July I am now getting minimum speed of 32 still since 11th July

i have reset checked all wires done the improve stuff on the app nothings working 

[cookiemonsteruk]

@muppet-world 

Can you " run tests" from your my sky app and post the info from "more about your connection" you have a high noise margin in comparison to the distance from your cabinet

[muppet-world]

Your internet

Status: Warning

32 Mb/s

Access line speed to your hub is 32 megabits per secondAccess line speed to your hub

It's the speed between your local telephone exchange or street cabinet and your Sky hub.

The speed you get to a WiFi connected device might be lower. It can depend on how far it is from your hub, how it's connected and how many other devices are connected to your hub.

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More about your speed

Your package: Sky Broadband Superfast

Estimated upload speed: 7.1 Mb/sEstimated upload speed: 7.1 Megabits per second

Normally available download speed 38 - 51 Mb/sNormally available download speed 38 to 51 Megabits per second

Guaranteed Minimum Download Speed: 32 Mb/sGuaranteed Minimum Download Speed: 32 Megabits per second

Access line speed 32 Mb/sAccess

[cookiemonsteruk]

@muppet-world 

Guaranteed minimum 32Mbps and you are on 32Mbps with a warnhng against your speed

Call sky on 150 from your landline or
zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.2
Remove all the full stops

To try to book an engineer or get back to us for escalation if you have any difficulties getting thru

[cookiemonsteruk]

@muppet-world 

Also your hub is as old as the hills. Ask for a new one but mainly there is a fault somewhere

[mark696969]

I have the same issue been ongoing for over 2 weeks.

noticed internet connection dropping on router ( during my sons Gaming daughter and wife streeming on the sky Q box's ) all streming on sky boxes stopper and my sons game crashed.

called sky they sent an engineer. they tested found noise on the line. they fitted a new socket to the wall and tested. still issue with the line . they requested Open Reach attend.

Open reach came out they changed a wire in in the house from a open reach junction box to the master socket. tested for 45 mins and stated no issue on the line, engineer said to change the modem.

New modem fitted after my sone gaming for 2 hours the same fault. middle light on the modem turns off and then after 20 seconds turns orange then after 60 seconds the internet is back. 

I am just installing a connection tracker to prove the point to Sky 'TECHNICAL' departemt that the is an issue. hope you can bypass some of my pain and jump to data collection.

[muppet-world]

I will mention about the hub when I contact them also 🙂 thank you

[muppet-world]

The master socket was all done when I moved here 6 years ago but I don't know anything about all that haha luckily I haven't long come out of contract so if I can't sort it I'll just find someone else to go with Iv never had problems until now sept at peak times which is understandable.I will look into the tracker thank you

[cookiemonsteruk]

@muppet-world 

Advice report to sky and let them deal with it because it looks like a fault that will follow you to any openreach isp. And don't forget to mention the line dropping 

[muppet-world]

Ok will do thank you for your help 

[muppet-world]

Aparantly looks fine there end they can see that my speed has been dropping tho and this morning it is now 29mb/s because I am no longer in contract they would charge me to send someone out so they are sending me a new filter to try.

[TimmyBGood]

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@muppet-world wrote:

 because I am no longer in contract they would charge me to send someone out 

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Of course you are still 'in contract', otherwise none of their terms and conditions about things you shouldn't do online would apply.  You may well be outside a minimum term with an associated discount, but that's different, and I'd always suggest disputing any such declaration by a call centre person.

[mark696969]

General stats

Online for 0:25:13

Disconnects, 24h: 2

Availability, 24h: 99.71%

Disconnects, total: 2

Availability, total: 99.71%

Latency: 9 ms

this is the last 12 hours will be intresting to keep more data over time 

[muppet-world]

 

Found this in my emails new offers for 12

months 🤷‍♀️Is that why I would have to pay for someone to come out?