Internet recurring dropout despite re-booting and updating Hub to WPA2 security settings

[DJStan]

Hi, We are experiencing regular Internet dropout on wireless devices - amazon alexas, samsung mobile phones and dell XPS 13 laptop. When I check service status all reports as fine. When I reboot the wall access point where it comes into the home and the sky hub, the service appears to work before we start experiencing dropouts again. When we had the service installed the engineer explained that the broadband signal on the street was borderline within acceptable limits. If Sky equipment and in home equipment continues to be good, can we please have the upstream network investigated for dropout / signal stability. This is causing tremendous frustration with what should otherwise be a delightful service.

[JimM1]

@DJStan Was the Engineer telling you that the Fibre light level was on the hairy edge, if so that is going to require OR Openreach or CF CityFibre to look at for correction. Poor light level then nothing but problems on a Fibre Connection! Next time ask him/her the Engineer what is the recorded level it is important for sure!

[DJStan]

Thanks Jimmy, this is what I believe to be the underlying issue. How do I get Sky to nudge City Fibre?

[JimM1]

@DJStan That is going to be a hard one for you and with the Forum not any real CityFibre experience user wise or feedback, and the switch off on the ONT or the sky Hub which i think you have the sky Max version as you say you dropped back the wireless securities to WPA2 and that was a smart thing to do, is not going to help with either the off/on for them, all you could do is report it to sky, they can run a diagnostic from that end and thet may see way more information displayed to them.

You have to pay real close attention the two,,,, the ONT lights and the sky Max light, You cannot get to the Hub logs because off the Max model i think, never used it and never would for those simple reason's alone.  

If you happen to have a SR203 sky Broadband Hub kicking about that would be a better option to at least see what was going on, if not it's going to be the call to sky and take it from there!

[DJStan]

Thanks Jimmy for your input 🙂

[JimM1]

@DJStan Have dropped you a PM, the envelope will allow you to see read and respond!

[DJStan]

Hi Jimmy,

Update on this. Third time lucky. Followed up 2 previous escalations today and finally reached a senior Sky Customer Service technician. He raised and escalated the issue to City Fibre who were on troubleshooting for nearly half an hour and have requested the next step be to replace the broadband router and network cable to the wall socket. 

Whilst I believe the issue remains upstream on the network, the Sky guy explained it was a necessary step and will follow up with me Monday and as necessary until its resolved.

I have also logged a formal complaint should I ultimately need to pull the plug on this service and get something else installed that works.

Thankfully I overcame the usual 'its your wifi' by explaining that wireless devices remain connected to the router but display an error message that there is no Internet service. The sky puck is also hard wired to the router with its wifi disabled to avoid interference.

Will see how this progresses.

Regards, Craig

[JimM1]

@DJStan All very logical your approach to it all, and yes the hub swap it just happens to be needed as anything could be going on and really surprised that sky are not monitoring your connection for wan drops. Took a look at the old SR203 and it will respond auto on a BQM so possibly chance that the sky Max would do the same! 

[DJStan]

Yes, that is where the 2 previous escalations have failed. They have raised requests to 'back office to monitor the line for 72 hours'. In both cases these have gone nowhere and have subsequently been closed down without reply or action.

[JimM1]

@DJStan Got it, you must be really patience type person, but it does take time to pin it down, does not help if sky not holding up there end for you and suppling any useful feedback for sure. Then again 1 in 5 Million+ customers priority just not there! You should try a web connection to the Max hub, not sure if it will let you in or not, 192.168.0.1 to get to it, worth a try!