New WiFi dropping every 20 mins

[Rachelnye]

I connected my broadband yesterday having started a new contract with Sky. All day the connection has been dropping every 20 mins. The self help options haven't been much help - any ideas or a number I can call?

[jamesn123]

Hi @Rachelnye 

Which broadband package do you have? Which Sky router do you have? Are any lights changing on the front of your hub when the drops occur?

[Rachelnye]

I've got the sky broadland hub, and the Sky Broadband Superfast package. When it drops the 2nd light is flashing orange and the 4th is solid orange. 

[JimM1]

@Rachelnye And that is the whole problem which may be the home, or external to the home. Link about the lights below, and also to the diagnostic test.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

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

[Rachelnye]

Thanks I've run the diagnostic tests a few times today and even when I can see the lights blinking it's saying there are no faults 

[JimM1]

@Rachelnye And you are relying on a piece off software to get it right when the orange lights are telling you there is a problem, trust the lights!!!!

[Rachelnye]

I absolutely trust the lights, I know there's a problem and that the fixes Sky are giving me aren't working. I'm at a bit of a loss on what to do next. The flashing amber means it's trying to connect. What I need to find out/fix is why it keeps dropping

[JimM1]

@Rachelnye Say what hub you have, how you are connected to the broadband it all helps, but will re-read the post incase you have already parted that information!

I see that you replied earlier so now it is the hub stat's for to look at, and will assume that you are on a OR Master phone socket type 5c would be good, straight Rj11 cable back off the hub and direct into the LHS connection on the Phone socket. Link below for you to look at will let us see if your line is good/bad or indifferent.

How to read your Sky Hub statistics

[JimM1]

@Rachelnye If you can when you look and post them up it is easier what you see on the link is what we need!