No wifi

[JHagan]

My wifi had been randomly dropping out and coming back, sometimes the outage is 10 minutes sometimes longer, throughout the day for the last few days. I have reported it and they said an engineer would come out to look at the box, it wasn't an issue within my home. I got a text today to say they'd fixed it. I'm skeptical that someone came out because they said they'd aim to fix it in 2-5 days not less than 12 hours and now it's out again. When I'm checking my service status it's now just saying my broadband speed isn't great but still working and isn't giving me anymore options to report it, just showing me the basic guides on how to connect the cables to my hub all of which are in correctly yet I have no wifi at all and haven't for about half an hour. Every time I go to test my speed again it says there's something wrong but once it's tested they say it's fine and repeat.

[JHagan]

I have tried unplugging and replugged it in. I now have wifi without Internet.

[JimM1]

@JHagan What sky Hub do you have to start with? It can be that the fault is found and that an Engineer is NOT required to attend the home. To that end do you know your connection type are you a FF Full Fibre FTTP with the ONT or a FTTC Copper cable connected with a OR Master socket?

[JHagan]

I believe I have a sky max hub connected to a copper cabinet through a master socket 5c, only one port at the bottom.

[JimM1]

@JHagan Then you will have the White coloured sky hub, connected via the Purple ended cable first connection on the LHS as you look at it from the back. As that all correct!

[JHagan]

Yep correct

[JimM1]

@JHagan Not an easy hub to find out what is going on with it connection wise as sky has removed all the ability to look at it, but as you are on a copper connection, then it's a try not to be switching it off/on a lot, and you will need sky to look at what is going on with the line connection to it, if they see something then it may be fixable without the visit, once that is done it returns to normal operation within 24Hrs off the repair. 

So the question has to be has it been good for a while but now started doing this?

[JHagan]

I've only turned it off once so hopefully should ne good there. It was doing it all of yesterday and tonight, not been home most of the day, when I look at my average daily speeds, it has dropped dramatically the last 2 days. I don't know how to get sky to look at it, as service checker says everything should be fine once I've tested my speed. 

[JimM1 · Accepted solution]

@JHagan I do not use the MySky app for anything, but take it that is what you use to see what is going on and to check the hub etc, so not familiar with what the app does or how you go about it all.

If it does not settle and go back within the 24Hrs, i personally would be calling sky to have them run a diagnostic against the line while talking to them if time allows you to do that! 

[JHagan]

Will have to do that, it's gone completely by the looks of it. Thanks!