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Link drops every few hours, Sky insist nothing is wrong.

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Post 1 of 13
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Link drops every few hours, Sky insist nothing is wrong.

I have been having issues with my Fibre for a few months now.  Every few hours the line drops and reconnects.  I've tried both the SR102 and a Sky Q hub but both behave exactly the same.

 

I've tried calling Sky but I can't get past first line support - the conversation turns into a Monty Python sketch every time as they point-blank deny there's a problem.

 

Me: My line keeps dropping every few hours.

Them: The automatic line checker says there's no problem.

Me: But the connection drops every few hours, can you put me through to someone to inverstigate why?

Them: No, there's no problem to investigate.

Me: Yes there is

Them: No there isn't

etc etc etc

 

Here's what the log shows:

 

Jan  8 14:52:41 syslog: Send out NTP request to ntp1.isp.sky.com 
Jan  8 14:52:41 syslog: Received NTP Sync Reply from ntp1.isp.sky.com 
Jan  8 14:52:41 syslog: System time is up to date
Jan  8 14:53:52 syslog: [138181.313000] Line 0: VDSL2 link down
Jan  8 14:53:55 syslog: [138183.670000] Line 0: xDSL G.994 training
Jan  8 14:53:55 syslog: Clear IP addresses. IP connection DOWN.
Jan  8 14:54:09 syslog: [138197.676000] Line 0: VDSL G.993 started
Jan  8 14:54:16 syslog: [138205.271000] Line 0: VDSL2 link up, Bearer 0, us=1205, ds=11399
Jan  8 14:54:16 syslog: [138205.276000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
Jan  8 14:54:48 syslog: ptm0.1 - WAN link UP.
Jan  8 14:54:48 syslog: Received valid DHCP lease from server.  Connection UP.
Jan  8 14:54:48 syslog: Connection Up. SNO/MAC/IP/SWVER: [A530173D018667/7050AF6DE22C/5.64.141.67/2.91.2110.R]
Jan  8 15:28:54 syslog: Lease renewed 3600 ip 5.64.141.67 
Jan  8 15:56:30 syslog: Lease renewed 3600 ip 5.64.141.67 
Jan  8 16:26:12 syslog: Lease renewed 3600 ip 5.64.141.67 
Jan  8 16:58:16 syslog: Lease renewed 3600 ip 5.64.141.67 
Jan  8 16:58:16 syslog: Send out NTP request to ntp1.isp.sky.com 
Jan  8 16:58:16 syslog: Received NTP Sync Reply from ntp1.isp.sky.com 
Jan  8 16:58:16 syslog: System time is up to date
Jan  8 17:27:57 syslog: Lease renewed 3600 ip 5.64.141.67 
Jan  8 18:00:38 syslog: Lease renewed 3600 ip 5.64.141.67 
Jan  8 18:34:48 syslog: Lease renewed 3600 ip 5.64.141.67 
Jan  8 18:58:48 syslog: Lease renewed 3600 ip 5.64.141.67 
Jan  8 19:12:48 syslog: Send out NTP request to ntp1.isp.sky.com 
Jan  8 19:12:48 syslog: Received NTP Sync Reply from ntp1.isp.sky.com 
Jan  8 19:12:48 syslog: System time is up to date
Jan  8 19:31:08 syslog: Lease renewed 3600 ip 5.64.141.67 
Jan  8 20:05:54 syslog: Lease renewed 3600 ip 5.64.141.67 
Jan  8 20:09:47 syslog: [157137.721000] Line 0: VDSL2 link down
Jan  8 20:09:49 syslog: [157139.554000] Line 0: xDSL G.994 training
Jan  8 20:09:54 syslog: Clear IP addresses. IP connection DOWN.
Jan  8 20:10:04 syslog: [157154.582000] Line 0: VDSL G.993 started
Jan  8 20:10:11 syslog: [157161.703000] Line 0: VDSL2 link up, Bearer 0, us=1201, ds=11398
Jan  8 20:10:11 syslog: [157161.709000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
Jan  8 20:10:46 syslog: ptm0.1 - WAN link UP.
Jan  8 20:10:46 syslog: Received valid DHCP lease from server.  Connection UP.
Jan  8 20:10:46 syslog: Connection Up. SNO/MAC/IP/SWVER: [A530173D018667/7050AF6DE22C/5.64.141.67/2.91.2110.R]
Jan  8 20:36:29 syslog: Lease renewed 3600 ip 5.64.141.67 

Any ideas what's wrong or what I can say to get past the first line people so I can speak to someone that wants to help?

 

Stuart

 

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Oracle
Posts: 3,197
Post 2 of 13
618 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

Could you post your router stats for us? A guide on how to do that can be found here

Researcher
Posts: 10
Post 3 of 13
602 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

Hi...

 

Is this your Sky Internet you’re having the issue with as mine is completely the same.

 

Sky sent me a new router but I still have the same problems where internet will work ok for a short period then drops so I have to keep resetting the router to get it working again. 

Researcher
Posts: 10
Post 4 of 13
588 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

Router Statistics
System Up Time: 67:34:24
PortStatusTxPktsRxPktsCollision PktsTx b/sRx b/sUp Time
WANMER607757149306644147370800:51:34
LANUp13719904860614431124926610201067:34:24
WLANUp0000067:33:48

Broadband LinkDownstreamUpstream
Connection Speed11398 kbps1201 kbps
Line Attenuation28.6 dB0.0 dB
Noise Margin8.8 dB6.6 dB

Oracle
Posts: 3,197
Post 5 of 13
569 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

@stuart-f.

There does look to be something quite off with your line, the uptime does show a drop not long ago and you have a raised noise margin which limits your top speed to try and stabilise your line.

I know you've said you have tried changing router so have you tried changing micro filters if you have a spare? Also ensure you are using all the original ADSL cables from Sky and not extended ones. Let us know if you still have an issue after checking this.

Researcher
Posts: 10
Post 6 of 13
567 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

James,

 

Thanks for your time looking at this.  I'll swap the routers over and plug in a fresh ADSL and microfilter (I have some brand new ones still in the box).  I'll post results from that tomorrow.

 

As some futher background.  I've long suspected my line has a problem of some sort.  I've had Sky fibre for about 5 years in this property and I live in a cul-de-sac and every house other than mine gets 27-30Mbps .  I'm stuck on 11Mbps and we're all to the same cabinet (I'm not the furthest from the cabinet either).  I've complained about this before and got the OpenReach "digging team" out to excavate the cable and inspect it.  They declared it working as intended and re-buryied it.  The speeds did not improve.

 

2 months ago the line started dropping every 4-8 hours (it's not perfectly regular and happens at different times so I don't think it's something predictable like the central heating switching on/off causing the Fibre drop).

Oracle
Posts: 3,197
Post 7 of 13
562 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

Hi @stuart-f.

Great let me know how you get on with the changeover, another thing to check would be that you have no landlines plugged into extension sockets without a microfilter and that your router is plugged into the master socket which can usually be identified by being larger than other phone sockets and often with a BT logo on it. 

 

In regards to the background on your line, I did suspect there was something a bit amiss since your fibre speed is pretty low considering the line length. If you complete the 'Address check' on this website and post the results back here we can see what Openreach actually predict for your line.

Researcher
Posts: 10
Post 8 of 13
503 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

I've swapped back to the Sky Q hub now.  It's directly into the master socket (it's a pre-filtered one so no microfilter needed) using a brand new rj11 cable.  There are no phones connected.

 

Router Statistics
System Up Time: 00:05:19
PortStatusTxPktsRxPktsCollision PktsTx b/sRx b/sUp Time
WANMER844979590230446505800:03:10
LANUp112271129006161303981700:05:19
WLAN (2.4 GHz)Up2035006157000:03:56
WLAN (5 GHz)Disable0000000:00:00

Broadband LinkDownstreamUpstream
Connection Speed (Kbps)100001141
Line Attenuation (dB)DS1:25.7    DS2:0.0    DS3:0.0US0:10.8    US1:0.0    US2:0.0
Noise Margin (dB)DS1:9.1    DS2:0.0    DS3:0.0US0:6.8    US1:0.0    US2:0.0

Researcher
Posts: 10
Post 9 of 13
486 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

It lasted a little over an hour in this new configuration before the same problem returned:

 

Jan  1 00:00:09 syslog: BusyBox v1.17.2
Jan  1 00:00:09 syslog: plc0 (Int switch port: 4) (Logical Port: 4) Link UP 100 mbps full duplex
Jan  1 00:00:21 syslog: [   21.492000] Line 0: xDSL G.994 training
Jan  1 00:00:22 syslog: [   22.495000] Line 0: ADSL link down
Jan  1 00:00:33 syslog: sky dhcpc client (v0.0.1) started
Jan  1 00:00:34 syslog: [   34.506000] Line 0: xDSL G.994 training
Jan  1 00:00:49 syslog: [   49.515000] Line 0: VDSL G.993 started
Jan  1 00:00:57 syslog: [   57.425000] Line 0: VDSL2 link up, Bearer 0, us=1141, ds=10000
Jan  1 00:00:57 syslog: [   57.430000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
Jan  1 00:01:44 syslog: DHCPC_STATE_REQUESTING no valid response received. Falling back to DHCPC_STATE_START_DISCOVERY
Jan  1 00:01:49 syslog: DHCPC_STATE_REQUESTING no valid response received. Falling back to DHCPC_STATE_START_DISCOVERY
Jan  1 00:01:54 syslog: DHCPC_STATE_REQUESTING no valid response received. Falling back to DHCPC_STATE_START_DISCOVERY
Jan  1 00:01:59 syslog: DHCPC_STATE_REQUESTING no valid response received. Falling back to DHCPC_STATE_START_DISCOVERY
Jan  1 00:02:04 syslog: DHCPC_STATE_REQUESTING no valid response received. Falling back to DHCPC_STATE_START_DISCOVERY
Jan  1 00:02:09 syslog: DHCPC_STATE_REQUESTING no valid response received. Falling back to DHCPC_STATE_START_DISCOVERY
Jan  1 00:02:15 syslog: ptm0.1 - WAN link UP.
Jan  1 00:02:15 syslog: Received valid DHCP lease from server.  Connection UP.
Jan  1 00:02:17 syslog: Connection Up. SNO/MAC/IP/SWVER: [B210174A004093/7050AFAC3F10/5.64.120.126/2.08.2406.R]
Jan  1 00:02:17 syslog: Send out NTP request to ntp1.isp.sky.com 
Jan  1 00:02:17 syslog: Time has been set from ntp1.isp.sky.com
Jan 10 20:14:09 syslog: Received NTP Sync Reply from ntp1.isp.sky.com 
Jan 10 20:14:45 syslog: [  174.419000] eth1 (Int switch port: 6) (Logical Port: 6) Link UP 1000 mbps full duplex
Jan 10 20:15:37 syslog: [  225.694000] eth1 (Int switch port: 6) (Logical Port: 6) Link DOWN.
Jan 10 20:15:40 syslog: [  228.738000] eth1 (Int switch port: 6) (Logical Port: 6) Link UP 1000 mbps full duplex
Jan 10 20:38:01 syslog: Lease renewed 3600 ip 5.64.120.126 
Jan 10 21:02:01 syslog: Lease renewed 3600 ip 5.64.120.126 
Jan 10 21:25:58 syslog: [ 4447.129000] Line 0: VDSL2 link down
Jan 10 21:26:00 syslog: [ 4448.938000] Line 0: xDSL G.994 training
Jan 10 21:26:00 syslog: Clear IP addresses. IP connection DOWN.
Jan 10 21:26:15 syslog: [ 4463.941000] Line 0: VDSL G.993 started
Jan 10 21:26:22 syslog: [ 4471.078000] Line 0: VDSL2 link up, Bearer 0, us=1141, ds=10000
Jan 10 21:26:22 syslog: [ 4471.084000] Line 0: VDSL2 link up, Bearer 1, us=0, ds=0
Jan 10 21:27:02 syslog: ptm0.1 - WAN link UP.
Jan 10 21:27:02 syslog: Received valid DHCP lease from server.  Connection UP.
Jan 10 21:27:02 syslog: Connection Up. SNO/MAC/IP/SWVER: [B210174A004093/7050AFAC3F10/5.64.120.126/2.08.2406.R]
Oracle
Posts: 3,197
Post 10 of 13
424 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

@stuart-f.

There is a clear fault as your noise margin has increased further and your speed has dropped by 1mbps since you last posted your stats. To me this is clear grounds to go to Sky and get an Openreach engineer. Have you tried downloading the My Sky app and using the connection check feature on it? You are sometimes able to book an engineer directly from the app without even speaking to Sky CS. 

Oracle
Posts: 16,156
Post 11 of 13
394 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

Do you have a phone you can temporarily connect and check for noise on the line?

Researcher
Posts: 10
Post 12 of 13
324 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

Hi all, thanks for the ideas. 

 

I've plugged in a phone and there's nothing obviously wrong on the line, certainly no cracks, bangs or pops.

 

The MySky app was a great idea but it tells me everything is fine and there's no problem. Is this using the same source as the automatic line tester? My problem is that I need to get past this check to get to someone technical. The automatic systems simply don't detect whatever is wrong for me at all.

Oracle
Posts: 3,197
Post 13 of 13
315 Views

Re: Link drops every few hours, Sky insist nothing is wrong.

Afraid all you can do is keep contacting Sky, they have to accept it as a fault as its very clearly there.

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