Sky Hub keeps resetting

[DickyMint1964]

Hello,

My Sky Hub keeps resetting during the day. Embarrassing when on work Teams calls as the connection is cut. The internet light on the front goes out, turns oranage and then back to green after a couple of minutes. I cannot run the online checker as the internet connection is cut.

I would appreciate any help to resolve.

Below are the Router Statistics

[Quoman7]

Hi @DickyMint1964  Try rebooting your router by removing the power cable for 30sec then reconnect to reboot?

[DickyMint1964]

Quoman7,

Thanks for the quick, reply.

I have done this on several occassions, but the cut outs continue.

[Highlinder]

@DickyMint1964  Can you please run the broadband test, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

[DickyMint1964]

Highlander,

Alas, sorry nothing, all green. No improvement.

[Highlinder]

@DickyMint1964  When you say the hub is rebooting, is it power cycling or is the internet just dropping out?

[TechmanagerMal]

• Have you called Sky Support @DickyMint1964?

[DickyMint1964]

Highlander,

When the connection drops out the power and wifi lights on the front of the router remain green. The internet light  goes out, flashes amber, turns steady amber and them finally green again.

[Highlinder]

@DickyMint1964  Does the broadband test tell you anything when you run it?

[DickyMint1964]

Highlander,

The first part of the test shows three gree ticks. No problem found in the local area. Connection to the Hub is fine and connection to the connected devices and set up is fine.

Speed is good at 73mbps and connected devices is status good.

Sorry - not much help.

[Highlinder]

@DickyMint1964 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[IcemanGilly]

I'm having the same issue over the last few days. Everything was fine until then, but suddenly the hub is resetting itself multiple time per day.

Running online diagnostics reports no issues.

It is not the fibre connection going down, and the lights on the Openreach ONT are fine (all green). It is the hub. I can watch it when suddenly the "internet" light turns off and the "wifi" light goes orange. Sometimes it even does a full reset where all lights go off, power light goes red and it restarts. I have even had the issue (which I reported before) where it resets the SSID and password

[Highlinder]

@IcemanGilly Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

[IcemanGilly]

@Highlinder - stats below. Not that it tells you much as on fibre it won't show speed

[jamesn123]

Hi @IcemanGilly 

Looks like a faulty router to me. I've flagged your post to Sky, look out for an email or message on the forum