New customer - mixed views

[Alastair69]

I recently (early October) moved over to Sky from BT. Overall, I like the system. However, I am having frequent outages with the error message 'your internet is not connected' or similar words. Simply put, I'm offline with no services (broadband or wireless network, not sure about the telephone). If I do nothing, nothing happens. If I switch off the puck and router, switch back on again and wait patiently while they reboot, it does eventually reconnect. All very frustrating. Of course, once reconnected, all the online checks tell me nothing is (or was) wrong! The help bot doesn't help, just loops round asking the same questions and refuses to connect me with a human. Again, very frustrating. I do recall reading that the connection speed may be a bit erratic in the first week or two, but this is now just annoying with the system dropping at the most inconvenient time and taking 10 minutes or so of faffing about to restore the service. Is this just how Sky is? Never any issues with BT, other than the price. Maybe I should have stayed with them?

[Chrisee]

@Alastair69 can you post your Sky hub's connection stats taken while it is connected see Find your Sky Broadband router statistics

it would also help if you can check what the LEDs on your hub and ONT if you have full fibrexshow when connectivity is lost. 

[Alastair69]

Thanks Chrisee. I'm logged in to my router but cannot see the stats you mentioned (I have the latest router, the white one, don't think the router stats are available on this device).

However - system went offline yesterday for the second time that day at 10PM GMT Saturday just as we changed channels on the TV. No internet connection. Rather than mess around with it, I left it overnight. Still down this morning. Wireless connections were up, but no internet. Rebooted router cleared the fault (eventually).

Logged into  the router - some entries in the firewall log and in the events log, only my admin login from this morning .Other logs had been wiped (or never existed). All now working correctly - until next time! Confidence in Sky is very low - as a new customer I am not impressed with the almost daily need to reboot the router- this is not what I signed up for!

[Alastair69]

Sysyem crashed again 5 minutes ago. Message on screen:'There is a technical fault, Please try again later' I logged in to the router. Nothing in the logs. Restarted the gateway. Now back on line. 

Sky - I'm seriously considerimg all my options, including cancelation. 

[mae-3]

@Alastair69 

Suggest you contact Sky by phoning 150 and report that the router is rebooting itself owing to a fault, they should dispatch a replacement Sky Hub.

[Alastair69 · Accepted solution]

Thanks. Just contacted Sky on 150 and actually got connected to a real person within 5 minutes! I was impressed  with the help given and a new router is now winging it's way to me.