Serious issue with connectivity

[anna007]

I have security cams placed in my back garden as there is a lot of crime where I live.  Within the last two weeks sky has gone down from midnight to 6am on two occasions.  This is leaving me extremely vulnerable as criminals have gotten into my back garden before and pulled two cams off their posts.  I think they're getting in and damaging the cams as the connections are loose.  One got in but his activity was caught on cam.

I'm trying to contact sky to ask what's causing these outages but all i get is a bot and join the community to see if there's an answer.  No joy.  

Sky, do you know you're putting your customers at risk?

[cookiemonsteruk]

@anna007 

Could you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[TimmyBGood]

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@anna007 wrote:

Sky, do you know you're putting your customers at risk?

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No domestic ISP guarantees uninterrupted connectivity, nor could they realistically do so.  Any such system absolutely should not be relied upon for security.

[anna007]

Hi Cookiemonster

The outages were from midnight-6am on both occasions and there was a message I managed to get to that read something about 5 issues but up North???, the equipment is only a few weeks old so I doubt it is faulty.  

Hi TimmyBGood

Doesn't that make ring and blink et al a little redundant?  Fortunately for me I have an older system that records to sd cards when there's motion and no internet as long as it has power.  I'm trying to find out whether they were genuine outages or outages caused by hackers as the criminal element close by also use sky. 

I can't get through to a human to find out.  That is my problem.

[TimmyBGood · Accepted solution]

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@anna007 wrote:

Doesn't that make ring and blink et al a little redundant? 

It makes them of questionable value in those circumstances, yes, but it's not the business of a domestic ISP to guarantee such things work as designed all the time: that would require, at a minimum, mains-independent power plus automated failover to alternative data routing (over cellular, for example).

[jamesn123]

@anna007 

Do you work for MI6 or something? I'd be very surprised if these 'Criminals' are hacking into your network and remotely disabling it so your cameras don't record. Or have you got something to hide...?

[mae-3]

@anna007 

What the superusers are saying is that it is expected that Sky broadband will go down often between those times, it is not a very reliable ISP Sky for connectivity and the Superusers agree that's normal! 😎 

[jamesn123]

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@mae-3 wrote:

@anna007 

What the superusers are saying is that it is expected that Sky broadband will go down often between those times, it is not a very reliable ISP Sky for connectivity and the Superusers agree that's normal! 😎 

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Don't think anyone said that did they? Be careful what you imply others have said.

@anna007 

Usually two reasons Sky broadband stops working during these times.

1. Sky Q is going into Eco mode.

2. Openreach are doing maintenance in the area. A good tool to check this Zen's status checker. You can put your local phone area code in https://status.zen.co.uk/broadband/

[mae-3]

@jamesn123 

Maintenance on the BT Openreach network takes usually a short period, not six hours and is very infrequent here I think I've had two 15-minute outages in 5 years but we're not talking about Zen but Sky with its unreliable DHCP servers and drops that nobody takes any notice about but continually say it's normal and point the finger at BT Openreach!😎

[jamesn123]

@mae-3 

Then you must be lucky. Just because you don't experience downtime doesnt mean other areas don't.

In November I was subject to 3 days in a row of 2-3hrs downtime between 1am & 6am due to Openrach doing maintenance in my area. This was confirmed on the Zen status checker I linked. 

Additionally even if the Openreach maintenance is short it may be that the hub fails to reconnect without a reboot in the morning. 

[mae-3]

@jamesn123 

It is a shame that Sky don't have a system for informing their customers of expected maintenance, and that the Sky Hub has bugs that don't allow it to reconnect automatically after short periods of maintenance usually not six hours because the Sky Hub is poor.

[Chrisee]

@mae-3 I have not come across any mass market ISP that proactively informs customers of overnight maintenace not least because Openreach and other suppliers dont always tell the Telcos about planned work and which lines it will affect. Sky do give notice of major planned work on their network on their status pages. Identifying which of Sky's 6 million customers are affected by particular work and then emailing them when the vast majority will be asleep anyway would seem to be an unecessary cost.

Sky hubs do normally reconnect without issue but on occasions they dont hence the posts but as you are fully aware the forum msgnifies issues as people rarely post "lost my connection overnight but its OK this morning". 

[anna007]

Can you believe it, I replied to you all and my internet went down 🙄

[anna007]

When I told blink that the drive cam was going off every 15 minutes, they suggested whitelisting.  

[anna007]

Criminal netword where I live is massive including all tradesmen.