0

Discussion topic: Router keeps dropping connection to the Internet

Reply
Reply
This message was authored by Brad127428 This message was authored by: Brad127428

Re: Router keeps dropping connection to the Internet

Hi all! 

Interesting thread as this is exactly what I seem to be getting with my F T T P at the moment. It's very intermittent and only seems to happen every month or 2 times a month. 

Today it happened whilst I've been at work so been offline for about 10 hours, but due to the fact I wasn't home they couldn't support or run tests. 

This message was authored by Giggsy1977 This message was authored by: Giggsy1977

Re: Router keeps dropping connection to the Internet

I think someone on here is gathering numbers and info from the router logs when the connection goes down as it might be to do with older routers and doesn't affect the Sky Max routers for example. Not convinced on it yet, but if it turns out to be the case I may consider a return to Sky in the future (around Black Friday). If not, I shall look elsewhere. 





Not a sky subscriber
This message was authored by Giggsy1977 This message was authored by: Giggsy1977

Re: Router keeps dropping connection to the Internet

A good tip @nicholas+smith - might not always give enough time for the connection to be re-allocated though. But if it works for you then fair play! 👍

 

The issue is if one isn't at home to perform a reset of the connection (regardless of method) and as the dropped connection doesn't re-establish itself things like heating, cameras, lights etc. are rendered inert which in some cases could prove more than annoying! 🙂





Not a sky subscriber
This message was authored by Brad127428 This message was authored by: Brad127428

Re: Router keeps dropping connection to the Internet

Yes! My issue exactly, when this happens and it drops out. My cameras don't work because of the lack of wifi. I spoke to support and they've sent me a new router out, I advised that I don't believe this is the issue. Do I need to go through this step for them to potentially look further into the issue or is this a waste of my time?

This message was authored by dwillsuk This message was authored by: dwillsuk

Re: Router keeps dropping connection to the Internet

I had this issue ever since I went over to FTTP about a year and a half ago.

After around 30 calls to Sky (with each call lasting between 1 and 2 hours.....yes I'm a glutton for punishment), new routers and Ethernet cables sent out, many many logs from the router sent to them, many photos of my setup and status lights sent to them, contstantly repeating myself over and over again to different sky representatives, giving them this thread as evidence that it is also happening to many others not just me,

I finally gave up and left Sky.

I was adamant to stay with them and persist until they fixed the issue hence the many hours on the phone with them, however everything ultimately fell on deaf ears.

The only people you can speak to are the "help desk" staff, they will not let you directly speak with the technical people who can actually troubleshoot the issue (network team).

 

The issue is a straight forward one.

The router randomly fails to pick up a public IP address from Sky (the WAN connection), therefore you have no Internet.

A simple reboot will fix the issues, but Sky seem incapable of identifying the issue (even with evidence given to them) and then either providing useful information on how to prevent it from happening, (as for me they said a device in my home was nicking the public IP from the router, basically beating the router to the DHCP request)

or fixing the issue whether a bug in the firmware or an issue at their end with the "DHCP service".

Good luck!!!!

Reply

Was this discussion not helpful?

No problem. Browse or search to find help, or start a new discussion on Community.

Start a new discussion

On average, new discussions are replied to by our users within 4 hours

New Discussion