My broadband seems to intermittently freeze every day between 4:30 and 6pm.

[Char36]

@jamesn123 

The stats I shared were when the ethernet dropped but I will get fresh ones when it happens again.

Thanks 

C

[Char36]

 

 

[Char36]

It just happened again, the above screenshots are what I got.

TIA

[Highlinder]

@Char36The important information is missing from that screenshot to show the outage.

[Char36]

Just tried to upload it again

 

 

[Highlinder]

@Char36  So now we can see that your broadband is okay and your Wi-Fi is up and running fine. It is the ethernet that is not working properly. Have you tried another cable to see if that is what the problem is?

[Matherjak]

Exactly the same problem as posted . Lose sky broadband most days between 4 and 6. Since moving to fibre 4 weeks ago . 

[Char36]

Hi @Highlinder 

I have tried two ethernet cables but it cuts out whether a cable is connected or not.

I will buy another one and try again.

Hi @Matherjak sorry you are having the same issues. It's difficult as nothing is showing as wrong but obviously something is! 

[Daviesl]

This happens to me but interestingly only started to a few weeks ago (I have had Sky fibre for a number of years).

could this be due a recent automatic software upgrade?

The freeze occurs most nights between 6pm and 8pm and ot simply fixed by disconnecting the WiFi on a device and re-connecting.

Router lights remain all good.

[Char36]

It could be. I have been with sky about 10 years and it's very recent for me too.

I do know someone has the issue and it turned out it was a faulty router.

I have tried a couple of ethernet cables and it hasn't helped either

[Yakety]

Not meaning to be funny but have you actually reported this to Sky?

I had issues and they were first class in dealing with it

 https://helpforum.sky.com/t5/Broadband/Connection-keeps-dropping/td-p/4593903 

I kept trying to 'fix' mine when in reality it was outwith my control. I wish I'd called them right away. Their response could not have been handled better.

[Daviesl]

Mine hasn't long started so I will when I get round to it.

What was your solution?

[Char36]

Hi, I have reported it and they just say everything looks good.

I know someone else it happened to for about 6 months and after many calls etc, the router died so a replacement was sent. It's been about a week and a half and so far so good 

Sky customer service is rubbish (in my experience), that is why I came here.

I guess maybe I just have to torture them, which is wrong. When you pay for a product, it should do what it's supposed to!!

[Yakety]

Well to be fair to Sky your stats don't show any issues with your line...

Personally I've found their  customer service first class but appreciate it can be frustrating when having IT issues. I hope someone can help you.