Internittent Loss Of Connection

[DavidHatch]

I'm new to Sky having recently transferred from Virgin Media, and every thing went smoothly and seems to be working except that I keep getting an intermittent loss of internet connection.  This is affecting both my PC and my TV.  Sometimes it sorts itself out after a few minutes and everything starts working again, but on a few occassions I have had to unplug my hub and replug it to make it reset.

There doesn't seem to be any pattern to when these connection failure occur.  The last occurred at 8am this morning as I was watching TV over breakfast, but they have occurred in the evening regardless of whether I'm on  my PC or watching TV.

The most annoying aspect is when I'm watching a film of long TV programme and I lose the connection so that my TV goes to blue screen.  This is because even when the connection is restored I find I cannot use the 'Carry On Watching' option to continue watching my programme from where it was lost.  The button just doesn't work and ignores me.  If I'm really licky I can choose the programme I was watching again from the menu, opt to 'Watch From Beginning' and then fast forward to the piont where the connection was lost.  But even this isn't always possible as sometimes the programme has finished and cannot be selected again in which case i just lose the entire end of the film.

Really annoying and random.

[JimM1]

@DavidHatch See if the info bekow helps!

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start

[DavidHatch]

Thanks for your reply.

I have a Sky Max Hub so the light information might prove useful althought it seems to be pretty stable on  permanent 'White' at the moment which suggests that everything is fine.

I've had two more incidents today. at 8am and 2pm.  I lost the end of a TV programme on both occassions.  

[DavidHatch]

I have raised this on the local community Facebook page to see if anyone else in the area who uses Sky is having similar issues as it doesn't seem to be anything to do with my set-up.  I've never experienced anything like this before on thirty years as a Virgin Media customer.  

[JimM1]

@DavidHatch Good way to do it, you may also see if sky can run a diagnostic test at there end if there is something going on, do keep an eye on it though, just now it's hard to say if you are losing all the broadband internet, or it's just the TV system connection that is going out on you! Have NO experience of the sky Max hub so not even sure if it is possible to see any off the log files that would indicate either way what is going on!

Had to go back read your first, so since you have a PC connected, is it via a wired Ethernet or wireless wi-fi connection, also what way is your TV connected, you may be able to see with the PC Network status when the drop occur's, sure that would be a looged event of some kind!

[DavidHatch]

I sufferred three internet failures yesterday 17th Novemeber 2025

1. 8 am lost internet connection for 5-10 minutes whilst watching Murdock Mysteries over breakfast.
2. 2 pm lost internet connection for 5 minutes whilst watching Byond Paradise.
3. 10 pm lost internet connection for 10 minutes and missed the middle of 'Saving Private Tyan'

I remembered to check the status light on my Sky Max Hub on the third occassion and it was slowly flashing green at the time of the internet failurem beforev returning to steady white when the connection was restored.  The wall connection (not sure what its called showed three green lights out of four throughout which seems to be its normal state.

Facebook responses from my enquiry to the local community about Sky internet failures has conformed that there are several other Sky users suffering similar intermittent internat failures on their home networks, which seems to suggest that the problem is external and not something wrong with my home instalation.

what way is your TV connected, 

It's connected via something I think the engineer called a 'Puck', it a little square thing about the size of a beer mat.

But the problem is not limited to my TV both the TV, my PC and my Tablet are all affected by the loss of the internet.  So, it's a universal network failure caused by a loss of internet connectrion.

How would I check my PC for information when the failure occurs?

• I have checked the Network Status on my TV Settings and it confirms that there is 'No Internet Connection'
• I have checked the Network Status on my PC which also confirms that the PC has no internet connection.  But running the Network Tropubleshooter doesn't cure the problem.

Not sure how I access the log if there is one on Windows 10,  I'll google it and see if I can find anything.

I was trying to find somewhere to report this as a fault to Sky, but haven't found out how todo it yet.

[JimM1]

@DavidHatch This is the part

"I remembered to check the status light on my Sky Max Hub on the third occassion and it was slowly flashing green at the time of the internet failurem beforev returning to steady white when the connection was restored. " 

Anything but the staedy white is showing you have an issue, NOW that can be anything home/external/OR or CF/sky etc, but you have lost the connection to the Internet that the flashing green is the baby. See the link from below....

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start

[JimM1]

@DavidHatch Don't worry to much about the pc, but if you do want to see, the windows tools, Event Viewer and Windows Logs then it will only show a network connection issue, you have established the fact by saying EVERYTHING is down, that is the good enough fact!

[DavidHatch]

---

@JimM1 wrote:

@DavidHatch This is the part

"I remembered to check the status light on my Sky Max Hub on the third occassion and it was slowly flashing green at the time of the internet failurem beforev returning to steady white when the connection was restored. " 

Anything but the staedy white is showing you have an issue, NOW that can be anything home/external/OR or CF/sky etc, but you have lost the connection to the Internet that the flashing green is the baby. See the link from below....

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start

---

Yes I gathered that all the 'Flashing Green Light' was telling me was what I already knew.  'I had lost internet connection'.   As soon as the connection was restored it returned to a steady white blight,

[DavidHatch]

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@JimM1 wrote:

@DavidHatch Don't worry to much about the pc, but if you do want to see, the windows tools, Event Viewer and Windows Logs then it will only show a network connection issue, you have established the fact by saying EVERYTHING is down, that is the good enough fact!

---

Ok! But what I still don't know is why i keep losing internet connection.  Although I have established that I'm not the only Sky customer in my local area that is sufferring with the same problem.  So, it seems less likely that it's a problem with my installation or home network set-up..

[JimM1]

@DavidHatch Was about to update, but the wall unit, that is called the ONT, if it is the one losing the connection then everything else does, the fact that you mention 4 Green lights kind off points to you having a CF CityFibre connection to the Internet, The best form off attack on it is through sky, they need to do a monitor on your line, that will help weed out what is going on! 

If you can photo picture grabbed on your mobile off the ONT working then when not working, will be a quick way of getting that info!

The light that goes NON green will be the helpful one to say what is the issue for the Engineers to look at. Had a chat with onr of the Openreach Engineers yesterday but that is all about the ONT from there side, he assued me that the LOS pops Red when there is a light issue on the Fibre, from the Exchange side, that is one off the possible reason's just now it's a speculation to your area connection. 

[DavidHatch]

18/11/2025:  The good news is that I recorded no internet failures yesterday.  There were a couple of blips where the TV programme I was watching appeared to flicker briefly as though it had lost the signal but nothing serious enough to trigger the 'Sorry' message.

19/11/2025:  Bit of an odd event at 3am this morning.   I was unable to get to sleep and so got up to make a hot drink and watch the late repeat of 'Murdock Mysteries'.  Turned on the TV and got an instant Blue Screen showing the 'NO WIFI' message, which usuallyis the indication that I've lost internet connection.  Quickly, walked through to my study to check the status light on my Sky Max Hub, but discovered it was a steady white. Checked the ONT and confirmed that the LAN, PON, and POWER lights were green.  The ALARM loght was off, but the LAN light was flickering which I usually associate with the line actively processing data.  However, my PC was shutdown so I assumed that there was some sort of network software update taking place perhaps updating the HUB.  Anyway .walked back to the lounge and pushed the Home Button on my Sky Remote and the TV screen immediatelyswitched to the main TV menu and I was able to select and watch my TV Programme.  So, either this was a false error report by the Puck, or Iwas just unlicky and caught the tail end of another internet failure.

Feedback from other Local Sky Customers

I've had quite a high response from other Sky customers on our local community facebook page, and it looks as though I've been pretty lucky so far as although I have been losing internet connection intermittently others have sufferred far worse over the same period.

• Joanne from the nearby village of Gamlingay has been suffering simlar loss of internet connection for weeks,and is currently awaiting a visit from an engineer after having to report her equipment stolen to get through to customer services.
• Sue has confirme her service is also suffering intermittent loss of the internet.
• Liz is currently without any internet service and her account is reporting an outrage in her area.
• Joanne has been having problems with internet connection over the past few days including the morning of the 17th
• James has been without a service since midday on the 17th.
• Heather has been having the same problems and Sky have sent her a new router.
• Trevor frequentlyloses internet connection and notes that the light on his Sky Max Hub turns Orange when it happens.
• Shaun has had the same issue since modday on the 17th and was told that there has been a major outrage incident in the local area with over 86 local services affected.  Something to do with faulty fibre cabling by Open Reach in the nearby village of Shefford. They have been told not to expect their services restored until 4pm on the 19th.
• People living in just the next street to me seem to be having far worse service loss than I have experienced, so far. 

So, it appears I've been relatively lucky with just three 10 minute service losses on the 17th and none at all yesterday.  Fingers crossed whatever the problem was has been fixed.

[JimM1]

@DavidHatch As you mention the Alarm light going to attach the current two ONT's that are most common OR wise, but they do use others, you can see when the picures get cleared.

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