Sky Broadband router not reliable

[KevinK3]

We have lots of reliability issues with our Sky Broadband router. It loses the ADSL connection frequently when people go in the bathroom upstairs....yes, really and only this room.

The WIFI signal is also seems to drop in and out intermittently in other rooms away from the router.

This is the 3rd Sky broadband router we've had, it is connected to the master socket.

What can we do to resolve this?

Thanks for reading,

Kevin

Here's some relevant log info.

21:13:25 syslog: WAN IPV6 UP
21:21:20 syslog: ptm0.1 - WAN link DOWN.
21:21:20 syslog: DHCP lease invalid(WANoE). Connection DOWN.
21:21:23 syslog: Clear IP addresses. IP connection DOWN.
21:21:25 syslog: Voice IP Connection Down
21:21:25 syslog: [41244.989000] Line 0: xDSL link down
21:21:25 syslog: [41247.826000] Line 0: xDSL G.994 training
21:21:29 syslog: Voice Disconnected
21:22:03 syslog: Send out NTP request to ntp1.isp.sky.com

[GD1]

@KevinK3   Please can you post your router stats so the forum can advise on any issues. This link explains how to do that https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#

[KevinK3]

Router Stats

[Chrisee]

Sounds like a wiring or interference issue if people going into the bathroom cause a loss of connection.  Hopefully  you are not actually on ADSL but rather VDSL (ie Sky Superast) which uses high frequdncy carrier signals.  Does your phone wiring go near the bathroom or is there a fluorescent liight which could cause the connection to drop?

There are literallly millions of Sky hubs in use and while they are not the best routers you can buy (Sky dont charge for them after all) they are in general reliable. If multiple examples have the same issue it is almost certainly something environmental.  

Edit I now see your stats the line last dropped 12 hours before you took the stats and the hub last started 24 hours ago. Your line is not running particularly well as the noise margin is somewhat raised at over 8dB which is consistent with the drops you report if they are definitely linked to the use of the bathroom that implies an issue in your home. However recently there have been a number of reports of lines dropping due to the exceptionally wet weather so it could be thst. There is nothing to indicate a hub fault. 

[KevinK3]

Thanks for your reply @Chrisee 

The bathroom is upstairs, there's no fluorescent light and it isn't where the line comes in. The problem does seem worse when more people at home due to the system being loaded e.g. conference call. 

It makes sense to say not a device fault, unless there's a generic issue with the model router that relates to an environmental issue. I've had Sky out and BT and neither managed to do anything useful. All the equipment and wiring has been replaced. 

Are there any settings that might be affecting this? 

[Chrisee]

@KevinK3 no settings but the Sky hub is not the most powerful router and you may simply be having to many simultaenous users both for the 38Mb/s external bandwidth and the capability of the hub. Third psrty routers with QOS can help with prioritising traffic like video streams but the bottleneck could be the limited bandwidth.