Please help with constant loss of connection

[Oi_Kakaroto]

Hi Sky Hub Team,

Our broadband has been having connection issues for over 3 months now. It has been particularly bad the last 3-4 weeks. Today the connection was going off every ~20 mins. We have 3 adults working/studying from home. So as you can imagine, when there is multiple disconnections half way through a meeting or online exam it can get quite fustrating rather quickly.  

Your team has kindly sent a technician over to do some testing but he could not identify any problems. 

We have also tried a new broadband but the problem seems persistent. If not worse than ever. 

Feeling rather disheartening at the moment. Is there anyone that could help? 

Kindly,

a Sky Customer

[Chrisee]

@Oi_Kakaroto as a first step please post your hub's connection stats as explained here Find your Sky Broadband router statistics

[Oi_Kakaroto]

Please see stats below, for some reason it does not let me post as a table or image:

Router Statistics

System Up Time: 174:46:37

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 361072 2078753 0 942165 60255994 00:07:42 LAN Up 25072024 10646288 14 61410500 447268 174:46:37 WLAN (2.4 GHz) Up 9488331 3159172 0 2341 1114 174:44:48 WLAN (5 GHz) Up 105263337 46982349 0 0 0 114:21:29

---

Broadband Link Downstream Upstream Connection Speed 60000 kbps 14998 kbps Line Attenuation D1(8.9 dB) , D2(20.5 dB) , D3(30.7 dB) U0(2.3 dB) , U1(14.6 dB) , U2(23.4 dB) Noise Margin 12.0 dB 17.2 dB

It just went off again a few minutes ago. 

[Chrisee]

@Oi_Kakaroto there is a pretty clear line fault which is shown by the very high noise margins and the fact your connection is currently artificially limited to 60Mb/s dowwn and 15Mb/s up. That limit has been imposed to stabilise the line which isn't working as it is still dropping.

I would expect the connection test in the My Sky app to order an engineer. If it doesn't call Sky and say the last visit did nothing and you need tge issue looked at again.

[Oi_Kakaroto]

@Chrisee Thank you very much for your help. 

[AKSmith]

As I am paying you for a service can I please have a hub that doesn't keep losing connection? I've followed every piece of your advice but the problem persists.

[mae-3]

@AKSmith 

Can you post your router stats and explain the issue you are having in a new thread, there is a post at the top of this forum area that explains how to post the router stats.