Internet keeps dropping out

[ingleside44]

Since yesterday my internet keeps dropping out every 5-10mins. The lights stay green on the hub box. I have undertaking the self-diagnosis steps, and disconnected all devices apart from my laptop which I need as I work from home. Nothing seems to be working to keep the connection. Help!

[cookiemonsteruk]

@ingleside44 

Initially it sounds like wifi interference

Could you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[ingleside44]

Thanks - how do I know what my router admin and password is? Never logged into this before?

[Highlinder]

@ingleside44Which router do you have from the link below.

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub 

[cookiemonsteruk]

@ingleside44 

Depending on you hub  

Username admin

Password sky or wifi password

[ingleside44]

[cookiemonsteruk]

@ingleside44 

For some reason you are only getting 38Mbps on a 70-80Mbps line

You would need to 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 book an engineer

[ingleside44]

Thanks just tried calling the number, a pre-recorded message that send me to Sky Help Self-Diagnosis.

Anyway to book an engineer or contact Sky through email/website?

[cookiemonsteruk]

@ingleside44 

If you wish i can escalate direct to sky

[ingleside44]

Thank you please do escalate 

[cookiemonsteruk]

@ingleside44 

I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂 

[Mr+Flibbles+86 · Accepted solution]

Update - After a private chat an Openreach engineer has been booked to resolve the issue

[ingleside44]

BT Engineer has visited today and advised that the issue is with our Sky Hub and we would need a replacement. Please can you tell me how I can arrange this 

[cookiemonsteruk]

@ingleside44 

You would need to 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