Sky Broadband Hub - Drop-Outs!?

[Sky-2022]

Hi, Sky Community.

Post 1/3 due to size. 

Would be great if I could get some advice and guidance regarding the issue that I have been facing for the past few weeks. As I have been a SKY customer for over 13 years and Sky Broadband Boost subscription, I received a notification for my router to be replaced from a flat version to a standing version through an upgrade process or some sort, which is where it all went wrong.

 I have attached several screenshots and system log information which should appear after being approved, spanning many days (i could have included over 100 screenshots as evidence), the issue, is the Broadband keeps dropping out randomly throughout the day. It could be as soon as every 5 mins of the day that lasts around 30 seconds before coming back, this is not great when you have to WFH or take calls etc. The lights on the Router stay green (3 green lights, Voice is inactive), the issue mainly occurred after receiving this new router. I just need it back online it has been nearly several weeks now with this causing havoc!

Thank you! - Post 1/3 due to size. 

[Sky-2022]

Hi, Sky Community.

Post 2/3 due to size. 

Thank you! - Post 2/3 due to size.

[Sky-2022]

Hi, Sky Community.

Post 3/3 due to size. 

Thank you! - Post 3/3 due to size.

 

[Quoman7]

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@Sky-2022 wrote:

Hi, Sky Community.

Post 1/3 due to size. 

Would be great if I could get some advice and guidance regarding the issue that I have been facing for the past few weeks. As I have been a SKY customer for over 13 years and Sky Broadband Boost subscription, I received a notification for my router to be replaced from a flat version to a standing version through an upgrade process or some sort, which is where it all went wrong.

 I have attached several screenshots and system log information which should appear after being approved, spanning many days (i could have included over 100 screenshots as evidence), the issue, is the Broadband keeps dropping out randomly throughout the day. It could be as soon as every 5 mins of the day that lasts around 30 seconds before coming back, this is not great when you have to WFH or take calls etc. The lights on the Router stay green (3 green lights, Voice is inactive), the issue mainly occurred after receiving this new router. I just need it back online it has been nearly several weeks now with this causing havoc!

Thank you! - Post 1/3 due to size. 

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Hi @Sky-2022  I presume that you have rebooted your router by removing the power cable for 30 sec then reconnect to reboot?

[Sky-2022]

Hey, @Quoman7.

Yes, I have done these troubleshooting methods;

1 - disconnect power for both 30 seconds and 30 mins 

2 - press the reset button on the back

3 - hold the reset button for 10 seconds

4 - hold the reset button for 20 seconds

5 - hold the reset button for 30 seconds

6 - turn off extra devices then putting them back on 1 by 1

7 - disabling WI-FI hotspot on Sky Q & Mini

Thank you!

[Quoman7]

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@Sky-2022 wrote:

Hey, @Quoman7.

Yes, I have done these troubleshooting methods;

1 - disconnect power for both 30 seconds and 30 mins 

2 - press the reset button on the back

3 - hold the reset button for 10 seconds

4 - hold the reset button for 20 seconds

5 - hold the reset button for 30 seconds

6 - turn off extra devices then putting them back on 1 by 1

7 - disabling WI-FI hotspot on Sky Q & Mini

Thank you!

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@Sky-2022 After the router reboot, did you then reboot the main SKYQ box followed by each Mini boxes?

[Sky-2022]

Hey, @Quoman7.

Yes, and have made sure it has been updated to the latest software being Q190.

[Quoman7]

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@Sky-2022 wrote:

Hey, @Quoman7.

Yes, and have made sure it has been updated to the latest software being Q190.

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@Sky-2022  Try the link Here for further help with your router/connection

[Sky-2022]

Hi, @Quoman7.

I had already been through many Sky help articles but because the issue is random it's hard to do it with the issue, as i stated in Post 1/3. 

[Quoman7]

@Sky-2022  I have escalated your problem to SKY they may contact you to chat via email or speech bubble on this page.

[Sky-2022]

Hi, @Quoman7.

Thank you, i will keep a look out for either a message or email.

[TechmanagerMal]

• As it all seems to point to a change in your home setup or the router has Sky offered to swap the router out?
• ETA - spotted the escalation.

[Sky-2022]

Hey, @TechmanagerMal.

Sorry, I am not sure what is meant by "in your home setup" but I do hope they can get the router replaced and my issues can go away, as it mainly started after getting this standing router.

[Sky-2022]

Hi, Sky Community.

Thought, I'd add this screenshot from PingPlotter as well once it's approved. 

 

Thank you!

[Lisa-P1987]

Thank you for escalating this. We have sent Sky-2022 an invite to chat 🙂