Router keeps dropping connection to the Internet

[JayDoubleU]

@djcross 

Sorry I wasnt more help.

Regarding using your own router - I think you can do that as long as you don't use the VOIP feature of the Sky router. It's not something I've tried yet, but you might be able to search on these forums for some guidance on doing that.

This could be something that @LargeKnoll is going to try (he's also hoping to find a work around for the VOIP issue). He is pretty good at keeping us updated on any progress he makes, so if he does try this I'm sure he will provide an update on here.

[djcross]

@JayDoubleU yeah I've read there are some routers that you can use as the voip also complicates my issue.  I believe there is some setup but it's doable.  I'm hopefully getting a new sky router so I'll update if that helps sort the issue (although I know for others this didnt)

[Kasbah]

We are on our 3rd router since fibre. With an hour it went down, then 3 hours later. We had swapped the sky provided cable from the openreach box to the router for a cat6, as advised by sky, before the 3rd router. We swapped the rest of the lan cables to cat6 and put in a new phone cable after the 3rd router. It was ok until some time overnight. These routers never restart themselves. I still believe that it is an external issue with openreach.

[LargeKnoll]

My issue is only now and then, i.e. 3 times in January, once this month and once last month.

Unplugging the network cable between the ONT and the router gets it working again in seconds.

I've written a python script to check the internet is up and if not it will reboot the SkyHub.

I did have it sending the RF codes to a remote controlled plug from a raspberry pi, but seemed all a bit Heath Robinson. And if the networking stopped working on the Pi (but wasn't a problem on other devices)  it would still turn off the socket and back on again, continually.

Now, instead it basically clicks on "Reboot Sky Hub" on the router main page from the script.

Since running it it hasn't been needed.

[djcross]

OK an update from me.  New router was delivered.  Seemed promising as once installed the connection seemed stable.  I've split the channels as I like to have two options. 

In the last few days it's constantly dropping again.  I'm going to be ringing sky again.  Wondering if its the openreach line. 

I did purchase a router.  I may try turning off the wireless access point on the sky hub and just have wired stuff connected to it and use the router for the WiFi.  I guess if it keeps dropping after that then it must be the line and not the hardware

[Latyczak]

I am having some issues with my broadband. It is dropping in the morning and evening but after unplugging it from socket it is coming back to life. Why is this happening? 

[JayDoubleU]

Sorry I can't give you an answer to your question. 

You probably need to check the exact times of the Router dropping the internet connection. You can get that information from your router's log.

Then try yo think of anything in your house or in your neighborhood that occurs at that time. Could it be when the street lights go on or off, or if a major factory nearby starts up or closes down. Does someone in your house take a shower at those times?

If any of these types of things are happening some sort of surge protection or mains filtering on the power line to your router may resolve that sort of problem.

Since the connection to the internet is optical, (I'm assuming you have fibre broadband) it's not going to be surges on the telephone line that are causing your problems.

[LargeKnoll]

This morning my hub has been updated to firmware 7.03.0704.R

What I also noticed was that it had lost internet connection on Sunday at 6:48am, and my python script had rebooted the hub, this is the first time it had been useful.

If anyone else is interested I've put it on github:

https://github.com/FrozenH2O/SkySR203Monitor

Bear in mind this thread is talking about disconnects that happen once a month.

I don't think the script would be useful if you are getting disconnects several times a day.

If you are getting disconnects everyday I would want to raise it with Sky via the phone, or at least a seperate thread.

[Latyczak]

There is no such things like you described and it haven't happened before. It started autumn last year and happened multiple times. 

[dwillsuk]

Hi JayDoubleU,

I also have had this issue since last June, after going  FTTP.
I have numerous calls to Sky with no resolution.
As I say my issue is exactly the same.

WAN link goes down (eth3.1 - WAN link DOWN)
WAN doesn't get IP address from SKY (DHCP lease expired from server. Connection DOWN)
VOIP is down (amber status light)
Fix is to manually restart of the router
Syslogs (router logs) sent into Sky along with pictures etc, however I just receive a text to say issue is
     resolved

Just got off the phone to a helpful Sky representative who did what he can in taking down as much information to pass to their networking team, however I've done this so many times before, I'm not holding my breath.

When I ask to speak with their network team, Sky do not allow this facility even though this is a repeat issue for over a year (probably 20+ times of broadband going down).
I have asked their networks team to call me, to go through the logs and see what further checks can be done from their end, but also no such luck.
I always just receive a text saying "Resolved, We've looked into your issue, and it looks like it's now fixed"..........however 7 days on from the last issue, the broadband has dropped again!!!!

Service here is very poor, maybe time to move on!

[nicholas+smith]

I had exactly this, this morning. Voice LED was amber, all other LEDs were green, but no internet onnection.

Power cycled the router for 30 secs, and it (eventually) reconnected.

These routers boot up slower than a ZX Spectrum.

Once rebooted, everything works again.

I get this one to 2 times per month.

[LargeKnoll]

@nicholas+smith  unplugging the network cable between the ONT and the router gets it working again in seconds

[JayDoubleU]

Hi

I've decided the only solution for me is to change ISP when my contract expires.

For those having this issue I suggest you consider the solution posted by someone on this thread (sorry I didn't make a note of the users name before I started writing this reply) where they have used a Raspberry Pi to detect the failure condition and perform a reboot on the router. I was considering doing this myself, but have decided to change ISPs now instead.

I have been talking to someone who has had similar issues with another ISP and his research lead him to a problem with the DNS settings of his ISP/router. It was suggested he set his router to the Google public DNS . After he did this his connection remained rock solid. Unfortunately, Sky do not give us the option to change the DNS settings on the standard router. However, anybody on here who has a third party router may wish to consider this and maybe give an update if they find it makes no difference or if it improves things.

[JayDoubleU]

It is @LargeKnoll who has written the code to make a Raspberry Pi perform the reset to the router. 

Take a look at they're posts for more details. It looks like good work.

[JayDoubleU]

"They're" 🙄

Doh!

Their 😁