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Discussion topic: Sky Q Hub disconnecting multiple times a day last 4 days

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This message was authored by Hanzo This message was authored by: Hanzo

Sky Q Hub disconnecting multiple times a day last 4 days

I had opened up a ticket on August 27th 2022 with the same issue but regarding the new Sky Broadband Hub. Came to the conclusion that the Hub was faulty so resorted to the older Sky Q Hub. This has now gone on the blink just like the Broadband Hub. How can I go about requesting a new Hub? Or should I get an engineer out?

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This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Sky Q Hub disconnecting multiple times a day last 4 days

Posted by a Superuser, not a Sky employee. Find out more

@Hanzo 

 

Are you able to post your hub stats?

 

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

 

Also if you run tests on your my sky app or sky.com account using mobile 4g/5g data it should notify you if theres an external fault

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
Hanzo
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This message was authored by Hanzo This message was authored by: Hanzo

Re: Sky Q Hub disconnecting multiple times a day last 4 days

Thanks for your reply.

 

Here are the router stats:

 

Router Statistics
System Up Time: 20:39:43

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 36305 49040 0 343548 1418189 00:42:08 LAN Up 2775997 2299169 3 546503 50730 20:39:43 WLAN (2.4 GHz) Up 2470509 1298380 0 7165 0 20:33:03 WLAN (5 GHz) Up 3456539 728933 0 1533468 332020 20:32:57


Broadband Link Downstream Upstream Connection Speed 54425 kbps 7479 kbps Line Attenuation D1(12.8 dB) , D2(25.4 dB) , D3(36.1 dB) U0(7.0 dB) , U1(15.4 dB) , U2(29.4 dB) Noise Margin 8.2 dB 7.7 dB

 

I believe that running the broadband connection tests are pointless as there is no identifier to the problem I am experiencing since I'm reporting that this an internal fault of equipment. I can only run the tests when the router is connected, and when it is, the results come back with 'Looks good'. 

 

Results of tests are:

 

Speed to your Hub - Good

Sky hub connected - Yes

Stable connection - Yes

Errors on your line - No

Outage in your area - No

Hanzo
Topic Author
This message was authored by Hanzo This message was authored by: Hanzo

Re: Sky Q Hub disconnecting multiple times a day last 4 days

Hanzo_0-1666025951364.png

 

Hanzo
Topic Author
This message was authored by Hanzo This message was authored by: Hanzo

Re: Sky Q Hub disconnecting multiple times a day last 4 days

Hanzo_0-1666026007401.png

 

This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Sky Q Hub disconnecting multiple times a day last 4 days

Posted by a Superuser, not a Sky employee. Find out more

@Hanzo 

 

Noise Margin 8.2

 

That is usually a sign of a line fault 

 

Could you "run tests" on your my sky app or sky.com account and post the info in "more about your connection" for your minimum speed guarantee

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
Hanzo
Topic Author
This message was authored by Hanzo This message was authored by: Hanzo

Re: Sky Q Hub disconnecting multiple times a day last 4 days

Hanzo_0-1666026918072.pngHanzo_1-1666026991235.png

Here's a line test I have run on freeola.com :

Hanzo_2-1666027111807.png

Hanzo_3-1666027159790.png

 

 

This message was authored by cookiemonsteruk This message was authored by: cookiemonsteruk

Re: Sky Q Hub disconnecting multiple times a day last 4 days

Posted by a Superuser, not a Sky employee. Find out more

@Hanzo 

 

You are just 5Mbps above your minimum guarantee that alongside your erratic noise margin and line drop may get skys attention

 

Call them on 150 from your landline or
zero three three three seven five nine one zero one eight from any other phone

Or if in Ireland

Call sky ireland on

08.185.00.27.3
Remove all the full stops

 

Any issues get back to us

----------------------------------------------------
Sky Stream , Sky Superfast, SR203 router, Tp link td w9970 + Asus RT AX58U (backup), Xbox Series X, google home mini, LG 43 inch UHD tv, samsung a5 2017 and samsung s21

If I get it right mark as answered
If I get it wrong humour me
If I say something you like give a thumbs up
Hanzo
Topic Author
This message was authored by Hanzo This message was authored by: Hanzo

Re: Sky Q Hub disconnecting multiple times a day last 4 days

Update:

 

Have arranged an engineer visit to investigate further. Sky have noted some noticable up and down signals on my line the last few days and since this is the second occurance in 2 months they have advised an engineer takes a closer look and test the line from my end.

 

Will post results of visit when complete.

 

Hanzo
Topic Author
This message was authored by Hanzo This message was authored by: Hanzo

Re: Sky Q Hub disconnecting multiple times a day last 4 days

UPDATE:

 

The engineers visit circa 18th October resulted in a new Master Socket 5C being installed next to the exisiting wall plate (which houses a 2-way satellite feed and telelphone line) and a hard line reset was made after installation. Through to Thursday the 20th of October (when I left for a weeks holiday overseas) the line had been stable. Today (27th) is the first day back with relied use of the line and unfortunately I'v had 2 signal outages in the last 40mins.  

 

Here's is the latest diagnostics since the last outage 13min ago:

Hanzo_0-1666859720261.png

 

Hanzo_1-1666859747373.png

What's encouraging though is that the noise margin is greatly below the 8.x I was experience before the engineers visit. 

 

Any ideas if this could be now down to a hub (device) issue?

 

Additional to note is that I never received a new hub device during the visit as it was strongly suspected that the line was the primary issue.

 

Thanks

Hanzo
Topic Author
This message was authored by Hanzo This message was authored by: Hanzo

Record breaking number of broadband line interruptions?

This is the sequel to an earlier discussion I started 10+ days ago relating to an irritatingly high number of internet disruptions on my line, which you can read here.

 

You may be thinking after an engineers visit the issue would of been resolved.

 

However, today marks a very special day as it is the first day I have reach double digits in disconnections. By my count, I'm at 18 instances of my internet dropping out in less that a 24 hour period, 12 hours to be precise.

 

I'm now writing this to find out what the current reported record is, and to find out if anyone has found a route cause for this problem? - that is if anyone has ever experience this situation.

 

Hanzo

Hanzo
Topic Author
This message was authored by Hanzo This message was authored by: Hanzo

Re: Record breaking number of broadband line interruptions?

Here are some stats in ncase anyone is interested:

 

Hanzo_0-1666900069079.png

 

 

Hanzo_1-1666900085071.png

 

This is when running the new Sky Hub, but I have tried other equipment such as it's predecessor the Sky Q Hub and am getting no difference in sustained connectivity but possibly less Noise Margin.

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