Sky Hub restarting

[walkerfog]

Hi @FrankieP ,

Have you had any luck sorting this?

I too have this issue, almost every day between 11 and 12 since getting Sky Superfast BB (~20th Dec 2022)

We did call up Sky Support and they said that there was nothing they could (would?) do about it and we should check to see if our neighbours are doing anything to cause it. [Wait, what?!]

TIA

[Highlinder]

@walkerfogThat is not right. Is the hub going right down to a red light on power or is the connection light going our of flashing amber?

[walkerfog]

Hi @Highlinder , 

Yep, I too feel that it is not working as it should. I have not managed to see the lights on every occasion, however, on the 3 occasions that I did see them, all lights, except for the leftmost one were off and the leftmost one was red. Cannot remember if it was flashing or not though.

Kind Regards

[Highlinder]

@walkerfogThat could point to a faulty router. I take it you have no problems with the socket that the router is plugged into or the electric supply to the property.

Best way to check if it is the router power cycling is to check the system uptime on the router stats. How to get to those is in the link below.

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

[walkerfog]

Hi @Highlinder ,

I had a look at the uptime and it has been up for 181 hours which was the last time we reset the router.

So maybe the dropouts are not being caused by a power cycling issue and I am remembering the redlight from before Sky Support asked me to do a hard reset (4th Jan). The resets/reconnects have been happening nearly every day and it is getting harder to keep track 😅 

[In the time we have had this service, I am almost sure we went 36 hours without a reset and I do remember having at least one instance of two resets in one day. Other than that we have a reset every day between 11 am and noon.]

As far as I am aware the power to the property is fine. I am assuming that as I work from home with the PC being switched on at 7:30 am and then switched off no earlier than 9 pm and over the last 12 months we have had 5 short power outages.

No idea how to check to see if the router socket is OK though. I have used both the cable that came with the router and the old cable and the issues still happen.

KInd Regards.

[Highlinder]

@walkerfogThanks for checking out the system uptime for us. Could you post the latest router stats for us to look at this will give us an indication if there has been any other drop outs recently that you have spotted.

[walkerfog]

Hi @Highlinder 

Hope this is what you meant.

[jamesn123]

Hi @walkerfog 

We can see by your router stats that at the time of posting your WAN uptime is only 1hr23mins so its clear the line is dropping.

Is it safe to assume you are connected to the master telephone socket using the Sky supplied cables?

[walkerfog]

Hi @jamesn123 

Yes, I think it's the master socket. It has a built-in filter at the top and a normal phone jack under it. It

Yes, I am using the supplied cable. The black one, not the grey.

Kind Regards.

[jamesn123]

@walkerfog 

Yes thats the master one. 

Its certainly a job for Sky to investigate then. I'll flag your post to Sky, look out for an email or message on the forum

[Lisa-P1987]

Thank you for escalating this. We have sent walkerfog an invite to chat 🙂 

[Lisa-P1987]

Update - Spoken to walkerfog, after some troubleshooting steps, we have found the hub to be at fault and are replacing this. 🙂

[walkerfog]

Hello all,

Back to update...

The replacement router arrived on Saturday and was set up at around 16:00. (TY @Lisa-P1987 👍)

(As an aside, the line connection did NOT drop between 11 and 12 on Saturday).

Unfortunately, the line did drop on Sunday at about 11:42 and also again today at 11:31 😭 

This time I was looking at the router when it happened and at the point the browser lost its connection all lights on the router were green. A few seconds later the 2nd light (Internet) turned amber, followed by the 4th light (voice). Over the course of the next 3 to 5 mins the connection came back up.

Here are the lines in the log file at that time, including the line prior to the link being down:

So where do we go from here?

[FrankieP]

I still have the problem.

I had a sky engineer coming around and I explaing the situation. 

At the time she recorn it was the Hub in a fault as the line was fine. Expecting this,she already had one in the van so I had a new Hub. Aparently the line was better and she was satisfy the problems was resolve.

20 minutes after she left the box restarted and 40 minutes after the line dropped again.

The problem still there, the only difference now is that instead of the 11:15am Wan down is now around 12:15pm.

I follow her advice and I umplugged every LAN and I switch any thing that would connect to the routed so there is nothing connected to it..... and still it does it. This time I was sat by the box when it went down... The internet light started to flash orange and then changed to red.

Another thing I have keeping track is the WAN connection time, it looks like every 24 hours give or take minutes, is where the WAN goes down, it's like the lease fails.

I am getting tired of this, 3 months in and still not stable connection.

[Fodderdude]

I am still having this issue.

Was told this was being escalated to the executive team to investigate and not heard a thing since.

I've given up chasing Sky for a resolution to this.