Sky Broadband drops multiple times a day

[andrew249]

Help needed with broadband dropping continuously throughout the day.

The Wifi drops and internet stops working, it then resolves itself in 1-2 minutes and the internet is back but this makes working from home extremely challenging. I constantly get dropped off work calls for 2-3 minutes at a time.

Have had an engineer round who tested the line and said no issues

Have had a new hub sent out and have set that up and the issue persists

I'm connected direct to the hub (not through mesh or anything) and the issue is present on multiple devices (PC, phones etc)

Pretty close to calling it a day and getting Virgin Media instead.

[andrew249]

I checked the logs on the router (Security > Logs) and ran them through ChatGPT as I'm not a networking expert. This is what it came back with:

The logs you've shared from your Sky Hub suggest there have been multiple disruptions and reconnections of the xDSL and WAN links. Below is a breakdown of key events and potential issues based on the logs:

Key Points from Logs:

1. Frequent WAN Link Disruptions:

   • There are multiple instances of the WAN link going down (ptm0.1 - WAN link DOWN) followed by reconnections (WAN link UP). These are often accompanied by DHCP lease invalidation messages (DHCP lease invalid(WANoE). Connection DOWN), which typically indicates a loss of connection between the router and the ISP's DHCP server.
   • For instance:
     • 09:09:47: WAN link down and connection lost.
     • 09:16:14: WAN link down again shortly after.
     • 11:09:47: Another WAN link down event.
     • 11:14:52: Another WAN link down.

2. xDSL Disruptions:

   • The logs show that your VDSL (Very-high-bit-rate Digital Subscriber Line) link is also frequently dropping. The message [Line 0: xDSL link down] appears several times, followed by a G.994 training sequence, which indicates that the router is attempting to renegotiate the connection.
   • For example:
     • 08:29:02: xDSL link down.
     • 09:09:51: xDSL link down again.
     • 11:09:51: xDSL link down again.

3. Reconnection Process:

   • After each disconnection, the router attempts to re-establish the VDSL connection with VDSL G.993 started followed by VDSL2 link up. This process includes negotiating speeds (Bearer 0, us=20000, ds=79547), indicating that the router is successfully reconnecting to the xDSL network each time.
   • The logs show that the downstream speed (ds) fluctuates but remains relatively stable around 79-80 Mbps after reconnections.

4. Voice Service Disruptions:

   • The voice service is also impacted by these disruptions, with messages like Voice IP Connection Down, Voice Disconnected, and Voice DeInitialized corresponding to the WAN and xDSL outages. This suggests that any service relying on the internet (like VoIP) may experience interruptions during these down times.

5. DHCP Lease Renewals:

   • DHCP lease renewals seem to happen as expected, with logs like Lease renewed 3600 ip 90.211.230.207. This is a good sign that the router is maintaining a connection with the ISP when the WAN link is up.

Can share the logs too if there's nothing sensiive in them?

Any help much appreciated

[andrew249]

And here are the router stats