Issues with FTTP connection

[Maz7126]

I've had FTTP since January and for the last 3 months or so I've had connection drops. I'm using the Hub SR203. When the connection drops only the power light remains on. Ive tried running the test on the website and it registers as connected. 

I spoke to Sky today and the agent just wanted to focus on wifi, he was tying to speak to me like I'm a stupid woman and how the mesh system works. This was despite me advising I understood mesh systems, wifi frequencies, interference and range. I have tested and frequently do test my wifi set up for interference.

I tried explaining that even when connected with ethernet to laptop  and I had changed wifi password to disconnect all other devices it is still saying no internet. The agent would not listen when I told him this and was again going back to the wifi despite me asking if it's wifi why would the internet, wifi and phone light all go out. The connection drops are becoming more and more frequent to the tune of at least 10-15 times during the day/evening that I see. 

Im not a complete idiot when it comes to internet I worked for Sky Broadband tech for 6 years and another  telecommunications provider tech department for 7 years. Whilst I haven't dealt with FTTP I have dealt with FTTC all the way from the days when you needed a openreach modem and a router so I'm guessing it's not much different. 

I just want to know if anyone is having/had same issue? I'm suspecting faulty router if there is no fault showing and it's not registering drop outs. I can't see the ONT as its located behind a cabinet but if need be I'll have to pull it all out to see. So before I put myself through rearranging my lounge and another call I wanted to make sure I'm as clued up as I can be. 

I'm not an expert as FTTP is new to me but it just didn't make sense it being the wifi. But I'm happy to learn if I'm wrong, everydays a school day as they say. 

Thanks 

[Chrisee]

@Maz7126 what happens with the lights on the Openreach ONT unit? If they stay green then the issue is likely to be with your hub being faulty. If the LOS light is red there is no signal from the exchange which while rare with fibre still can happen reporting that should put the cs rep,on the right script.

It is also worth reading this link Lights on your Sky hub explained | Sky Help | Sky.com

as you will see if the hubs power light is staying lit the hub is not spontaenously rebooting which is a common indication of a hub fault. Post your hub's stats so forum members can see if they tell,us anythng see Find your Sky Broadband router statistics

Sky cs reps use a scripted system which means the rep needs little personal knowledge which can be frustrating when you know more yourself I find patience works as they usually get there in the end.

[Addie15]

Hi there, I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.  

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147