Line Instability Causing Disconnects - Need Urgent Help

[Laurentiu+Eduard]

hi everyone, 

im hoping someone from Sky or the community here can help me with some advice, or something to be honest. i have frequent internet drops over the last 3 weeks,  and now its got to the point i can barely stream, watch, or play a game.

the problems manifest itself this way:

Sky Hub voice and internet lights turn amber(this started tonight); before they were green even when the internet went down.

All devices loose internet at same time, doesnt matter if its wired or on Wifi.

Reconnects in about 1-2 minutes.

This cycle repeats sometimes 1 minute after it got the connection, sometimes after 20 minutes from last drop, other times 40min to an hour.

Ive done some steps in order to rule out faulty equipment:  

Tried 2 different Sky hubs (one brand new, same model, same firmware on both - SR203)

Connected directly to the Test Socket (with everything else unplugged)

Using Wired Connection for Xbox and Laptop.

Removed internal wiring, filters, extensions.

I’m not posting logs because last time they were flagged as spam, but the Sky Hub repeatedly shows the same pattern:

“No lease renewal received”

“ptm0.1 WAN link DOWN”

DSL line retrains

Then it reconnects again

This seems to happen randomly in the day when no one is at home but more often when there’s upstream activity (uploading or streaming).

Tried both:

Sky Hub alone

Sky Hub + my TP-Link AX53 router

Disabled IPv6, updated firmware, reset routers

Phone was on mobile hotspot while testing (so only Sky Hub on DSL line)

The drops still happen even when only Sky hub is connected to the test socket and nothing else is coonected to the router itself.

At this point i don`t know what else should i do. Last time i talked with someone from Sky they did a test and saw no issues at that time. i have photos from tonights log of Sky`s router which confirm all the above. It gets to the point where im paying for something that i can`t use at all.

Sorry for the long post but i wanted to be as accurate as possible.

Thank you.

[JimM1]

@Laurentiu+Eduard Anywhere from midnight until 7am the sky hub can go off line for maintenance are you sure this is not the case for you

The link below to the SR203 Hub stat's is what would be required, as you are on a DSL line, you do not want to be disconnecting/ powering off/on the hub are doing the test socket to often in case you send the hub down with the DLM connection! It can hammer your speed down to give stability!

How to read your Sky Hub statistics

The Tp should not be causing you any issues, but are you routing with it or AP set, makes a difference so best explain how you have it set up, the stat's will show the state of your line connection!

[Laurentiu+Eduard]

Hi. This issue happens even during the day, doesn't matter if it's midnight or late in the afternoon. Also up until 3 weeks ago was fine. 

[Chrisee]

@Laurentiu+Eduard post your hub's connection stats as these show far more information on partial fibre line issues than the hub's logs see Sky Hub statistics

[JimM1]

@Laurentiu+Eduard Post your stat's, if you have a line problem they may show!

[Laurentiu+Eduard]

 this is from Thursday night when I was experiencing the same issue. 

 the 2nd picture was taken 15 min after the drop when the line stabilised somehow. But then 5-10mon again internet dropped. 

[JimM1]

@Laurentiu+Eduard Noise margin is off the scale, you need an OR Engineer to fix that! Also looks like you are on a 40/10 split if that is correct, but you know what you have as a package, the BTW will say what you can get! Just use the address checker!

BT Broadband

[Laurentiu+Eduard]

The download speed is 37mbps as in the Sky package, upload is always around 10mpbs. So best is to try and get Sky to send an engineer? 

[GD1]

@Laurentiu+Eduard  Did you know you can use snipping tool on a Windows PC to take a image of the results rather than a photo of your laptop with the  result page?

[Laurentiu+Eduard]

Thanks for the advice. I was sending them photos to chat got to be honest trying to see what help can I get. 

[Chrisee]

@Laurentiu+Eduard (& @JimM1_) the two stats are interesting the top one shows a high noise margin of 13dB but speeds are at the max the second set shows a more normal noise margin of 6.7dB with speeds again at 40/10. This implies two things firstly the fault is intermittent noise on the line which can be an absolute pain to sort.Secondly theoretically your line could support higher speeds when operating normally but you have been provisioned onto 40/10 rather than the normal 80/20 profile. Sky will do this where the handback speed is under 50Mb/s.

Looking st the noise issue you said you had used the test port and still hade the issue which tends to rule out the source of the noise being in your home but check if an electrical device could be causing the problem. In the past powerline network adapters plugged in near the hub can be an issue but the list of possible causes is endless. If you can rule out causes in your home then speak to your neighbours to see if they have similar issues if they do dncourage them to raise it with their ISPs. Openreach are very reluctant to do much if anything to sort issues on partial fibre lines especially intermittent noise issues which are very difficult to tracecunless the noise happens while the engineers are running tests.

If you would like to know more about why you are on the 40/10 line profile run the following checker for your address and post the results as a screen shot ideally after obscuring the reference to your address Openreach Checker

[Laurentiu+Eduard]

 

 

 This is that came up after doing that check. The router itself it's isolated from any other extension leads, or consoles, laptop etc.  it's in an open space. Also later today when I get home I can upload the screenshots from the Sky hub logs(photos from last night) if this will help. I've read that OR are a pain to deal with when it comes to this type of connection in order to fix it.  

[Chrisee]

@Laurentiu+Eduard the handback speed of 42Mb/s is the reason why you have been provisioned on the 40/10 profile.  It looks like you are on a pretty long copper line from the cabinet which is unfortunately always going to be liable to picking up noise especially if running overhead. Openreach used to have specialist teams dealing with noise issues but given the limited life of the copper network these appear to have been disbanded. However keep reporting the fault in the hope an engineer strikes lucky.

Until Openreach or possibly another network lay full fibre to your property you are stuck sorry. Before you ask FTTP on demand is a theoretical possibility unless if you have a few £10ks lying around unused and can convince an ISP to even book a desk top survey Sky definitely wont. 

[Laurentiu+Eduard]

Im honestly contemplating to switch to satelite internet from Starlink but dont know if im going to make a better choice or not. At least until we get a fibre connection here if we ever gonna get it. 

[Chrisee]

@Laurentiu+Eduard Starlink is potentially a better solution but it isnt cheap. Mobile broadband should a cheaper solution if you have decent mobile signal.