Router keeps disconnecting 9-10pm each night

[JohnAA1]

Evening All,

Our router keeps disconnecting each night around 9-10 pm, orange light flashes and connection restores, but we're watching Sky Glass and I get the ear ache. Our phone line has always been a bit poor and crackly, we live in a rurual area.

No idea what's going on, checker indicates no faults, hub indicates several devices connected but it happens when we're watching telly and a couple of phones scolling, maybe. None of the other devices doing much.

Any advice welcome, I've been a Sky customer for many years but thinking of changing broadband provider to sort out the ear ache,

Regfards John

[caesarome]

@JohnAA1 

Try running this line test to see if it finds any faults:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

[JohnAA1]

Many thanks,

Here's output from test last night, don't think it cleared moderation so resized smaller,

Regards John

[TimmyBGood]

---

@JohnAA1 wrote:

 we're watching Sky Glass and I get the ear ache.

---

Sky Glass isn't really suitable hardware to use on the end of a 'poor and crackly' line which has a Guaranteed Minimum Download Speed of only 26Mbs

At this point in the national FTTP rollout it's unlikely that either Sky or Openreach is going to do very much about an intermittent fault on a legacy copper circuit.

You could perhaps look for any local environmental factors which are time-specific.

[GD1]

@JohnAA1  Sky Glass needs sufficiant broadband speeds, your speed is borderlane:

Minimum recommended broadband speeds apply and might change depending on your package. We’ll recommend these before you place your order.

You may need faster speeds to get the best experience. Especially when watching in UHD or streaming on more devices at the same time with the Whole Home pack. For more info, see Broadband speeds explained. We also recommend a fibre broadband connection.

If you’re with another provider, you'll need to check your broadband speeds with them.

Recommended minimum broadband speed of 25Mbps. Or 30Mbps if you add an extra Sky Stream puck or to watch in UHD.

[Me134]

@JohnAA1 If there's no sign of FTTP coming your way soon I'd do some research on either mobile broadband (an outside antenna can be connected for better signal) or satellite broadband. Even if you could switch to another ISP on the copper pair I doubt the speed will increase and there's no guarantees that the issue would be found. Many suppliers won't even offer you broadband on that circuit, including Sky if you weren't already with them.

[Benson149]

I have the same issue, been like this for a couple of weeks. Sort of glad I'm not the only one but it's very annoying. I don't stream anything so not exactly sure why this is happening I just want to use WiFi when I'm at home and mindlessly scrolling on my phone 

[JohnAA1]

Thanks All,

Until recently, it has been fine so not sure why it's regarded as borderline.

I'm going to phone Sky tomorrow because I have been a customer for a long time, maybe they'll do something about itaybe not.

Maybe not they lose my custom, end of.

Regards John 

[JohnAA1]

Final post - have discussed with Sky, there was an engineering note against our account which was quickly cleared and we're updating to a fibre package soon. Using Chrome internet connection monitor which indicates 10-20 disconnections / day on the current connection, so hopefully this will stop.

Thanks for viewing and for gelp,

Regards John