Regular internet outage since moving to FTTP

[Lrowl99]

Hopefully someone else can point me at another thread or give me advice on how to address the following issue.

We upgraded to FTTP in mid-January. The incoming speed to the house measures fine and the connection itself seems solid.

Every 3-4 days (or actually twice already this week) the voice light will change to amber/orange and everything connected to the wi-fi will stop being able to connect/function on line. The only way to resolve this seems to be to power down our Sky Q main box, and the mini boxes, and restart the router. Restarting the router in isolation doesn't work.

I have had multiple calls with Sky on this. I've been patronised and told how to re-start the router and how it will sovle everything (it doesn't, it keeps happening time and time again), I've been asked to change the one ethernet connection we have going into the router (Hive hub) and i've been told that basically Sky Q boxes struggle to process or handle a FTTP connection (a Sky Q mesh problem).

We have security devices (Ring) connected to the wi-fi and having the internet go down regularly renders these less help. I also don't think I should have to restart the router and all the Sky Q boxes multiple times a week given what I pay Sky for their 'service'.

As a side issue the download speed when in the same rooom as the main Sky Q box in particular is way short of what you'd expect from a FTTP connection (average is about 30-40 mb, sometimes its as low as 15-20mb) and similarly the Sky Q minis seem to restrict speed to about 50-70mb. The whole point of upgrading was for more bandwidth and better speeds and this doesn't seem to be working either.

I clearly won't be able to go back to FTTC, but wish I had never upgraded TBH!

[jamesn123]

@Lrowl99 

Your not the only one who has this problem, its something that seems to be getting reported more often on the forum

[Lrowl99]

Thanks @jamesn123  - if you or anyone else has links to other discussions I'm happy to also take a look on those albeit it does sound like there isn't necessarily a resolution! 

[jamesn123]

@Lrowl99 

JUst search 'Orange voice light' in the search at the top of the forum, you'll find the threads.

I have just today raised a question with the Community managers about whether its something thats known about or needs to be looked into.

The best I can offer at the moment is that I escalate your post to chat with the community agents who may be able to offer you an engineer at best to look at the problem. However as you are probably aware already its likely not something that can be fixed by a line engineer and is likely something Sky needs to look into at the back end. 

[Lrowl99]

Hi @jamesn123 yes if someone from the community could contact me that would be great, thank you 

[Lisa-P1987]

Thanks for escalating this. We’ve sent Lrowl99 an invite to chat.

[Kenny+Rankin]

I get this issue too - about once a week and am interested in any solution. There are many in this community reporting the same issue 

[Addie15]

Update-We are closing this session now, but if there is anything else in the future we can help you with, please do not hesitate to reach out. Thanks.

[Kenny+Rankin]

 given the amount of people rcoeriencing  the same problem in this community, why not raise an issue with the Sky technical ream to investigate and report back findings to us all ? There is clearly a pervasive fault with the FTTP service , it may not be affecting everyone but it is impacting many