Sky broadband WiFi signal keeps dropping out

[Rb932021]

My wifi connection keeps dropping out with Sky. When I run a status check through sky.com it states everything is fine with the line and area. 

after restarting the router the connection comes back but after a couple of hours the issue happens again.

When the connection drops the internet light switches off and the voice light changes to orange.  

as seen in other discussions below are my router statistics: 

Router Statistics

System Up Time: 00:12:17

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 57202 102734 0 267653 3016352 00:10:48 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 19864 282 0 88509 0 00:10:55 WLAN (5 GHz) Up 128609 80396 0 3110889 348751 00:10:54

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Broadband Link Downstream Upstream Connection Speed 34999 kbps 4999 kbps Line Attenuation D1(13.3 dB) , D2(32.2 dB) , D3(48.4 dB) U0(4.8 dB) , U1(25.1 dB) , U2(45.7 dB) Noise Margin 10.0 dB 9.8 dB

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any help would be greatly appreciated. 

[jamesn123]

Hi @Rb932021 

Your stats show a pretty poorly line which will need an engineer to look at it. I've flagged your post to Sky so look out for an email or message on the forum.

[Lisa-P1987 · Accepted solution]

Update - Spoken to the customer. We have identified some stability issues on the line which has caused speeds to be below guaranteed. Engineer has been booked for tomorrow and speed refund provided 🙂

[hughasdf]

We are having the same problem which is incredibly frustrating as my wife is working from home.

[hughasdf]

Router Statistics

System Up Time: 124:50:53

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 38631562 73695739 0 13901 20867 122:11:38 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 12071771 6138385 0 19238 6368 124:49:25 WLAN (5 GHz) Up 69880108 36737016 0 0 37692 124:49:16

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Broadband Link Downstream Upstream Connection Speed (Kbps) 43215 7227 Line Attenuation (dB) DS1:15.6    DS2:38.9    DS3:57.7 US0:4.0    US1:38.4    US2:48.0 Noise Margin (dB) DS1:4.3    DS2:4.2    DS3:4.1 US0:6.0    US1:6.2    US2:6.2

[jamesn123]

Hi @hughasdf 

If you start your own thread and post your router stats on there someone will be happy to help

[hughasdf]

Thanks

[BomBom71]

My wifi connection keeps dropping out with Sky. When I run a status check through sky.com it states everything is fine with the line and area. I have restarted the router several times and the connection comes back but after a couple of hours the issue happens again.

We are finding this is happening a lot, and we have wifi controlled radiators, and these keep turning off!

[Abcde+got]

So frustrated with sky !.

I have been calling for hours trying to get back online. 
no one answers and then I get a text directing me to go on this forum to seek answers from other customers!!, 

[hughasdf]

We are still having the same problems. 

I have tried powerline adaptors and plugged into the router but still losing connection. 

Now my contract is ending so they are jacking the price up. 

Time to look for a new provider I think. 

[Goodluck+Bear]

I'm having the same issue. 

I also did the test and it said everything was fine but it's only fine at the time of the test, it then drops again. 

I'm working from home so it's highly frustrating. 

[Highlinder]

@Goodluck+Bearis this Wi-Fi dropping or is it also wired connections? When it does drop which lights change on the router.

[Netty1981]

I'm having the same issues as this original customer posted.... please could I book an engineer to come and look at my line. Shockingly poor broadband quality for almost 3 months now and about to cancel and move to Virgin. Last attempt at resolution here. Thanks 

[26.10.65]

Hi,

Had a BT Openreach call recently who confirmed my line in was fine, and yet I still get drop out.

I have a powerline adapter connected to my work laptop which is fine, but other tablets and phones keep loosing wifi signal.

Router is in study, left hand side of the house, main Q box in lounge, right hand side of the house, Q mini box upstairs, right hand side of the house.

Tested wifi signal with app on phone and getting 35+ mbps in most areas, I have tried reset of router to change channel and other suggestions on the website 

Still get regular, almost daily, drop out of signal to devices.

Dont want to spend hours on the phone and there is no option for online chat so hoping somebody on here can help.

Dave

[IrisP]

I'm having similar problems with my WiFi constantly dropping out. The hub has all green lights but I have no WiFi signal. I have to disconnect and then reconnect to get signal back. My phone often says connected but with no wifi. This has been a constant problem since we have been with Sky, did t have this problem with BT. I have lived with it for a year but now working from home and using a piece of software on the companies network. Everytme I lose wifi the software still thinks I'm connect and won't let me reconnect I have to constantly call IT to reconnect me. I have spoken with the help desk done everything they say, tested connection etc but nothing changes. Can anyone help before I go ba k to  BT

Thanks