My In Law's internet cuts off every morning between 8:00-13:00

[Crono]

My In Law's internet cuts off every morning between 8:00-13:00. We have run the checks and it says everything is fine. But they literally can't access internet consistently until after around 13:00. My mother In Law has M.S and she can't get out of bed without assistance, Her use of her hands is limited so she can't use a phone, She uses Amazon Echo to contact us in an emergency which also doesn't work during that time. My other half has tried numerous things to test such as using her laptop, Whatsapp and other apps etc on her phone but nothing works, or calls drop out frequently. They don't have a sky Q box but they do have an older Sky +HD box. Any help or advice would be welcomed.

[JimM1]

@Crono What sky hub is connected? The white sky Max or the Black sky Broadband hub, two things spring to mind parental controls, or a setting in the Broadband Shield product off the account, Parental is only going to be with the Max hub!

[Crono]

Hi, They don't have the white sky max only the black hub.

[JimM1]

@Crono Broadband shield product on the account to look at then, and if you can find out the lights about the sky Hub, also linked the types in case it's one off the older ones supporting after Dec 2025. The sky Hub and the sky Q are the two that are affected!

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

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

You should also run the sky Diagnostic against the line, but the 8-1 is the strange unless it's a partial getting through link to the diag below!

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is good click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to call Sky to report it. Dial 150 free from your Sky Talk landline (if it’s still working).