Sky broadband keeps going off

[Kel_johnson99]

My sky broadband keeps going off and flashing orange all of the time.

[mae-3]

@Kel_johnson99 

Run the Sky App on your smartphone and pick the broadband line checker when you are signed in and connected to the 4G/5G mobile network.

See whether the Sky App will find a fault and allow you to book an engineer to investigate the fault.

[Tazmania1979]

I've also been experiencing this same issue since 16:30 26 August. Within a 15 minute period service cut out and came back 7 times. The intermittent nature of the outage makes it difficult for getting it checked while the outage is happening as while the service checker is running the issue resolves. But then the cycle repeats and the frequency of the intermittent outage is now frustrating. 

[Highlinder]

@Tazmania1979  Do you run the broadband test when the issue is happening or only when your broadband is working correctly?

[Tazmania1979]

@Highlinder I've run the service checker at both time while router shows internet is down (orange lights) and while router shows service is ok (all green lights). It's hit or miss that it registers the fault and when it does it takes me through troubleshooting. When completing troubleshooting steps service is always back up so it says "your service is working again". I'm so frustrated as unless it registers the fault an engineer can't be booked and speaking to sky they can't override this and book an engineer anyway. 

[Highlinder]

@Tazmania1979  Have you ran this test when the service is down?

https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

[Tazmania1979]

@HighlinderYes, I've ran that test multiple times. The issue is that the internet is working for about 4.5- 5 minutes and then is down for 1-1.5 minutes. The cycle just repeats. 

[Highlinder]

@Tazmania1979  The broadband test is not picking this up when it is down for the period of time? How many times has this happened today?

[Tazmania1979]

@Highlinder I've honestly lost count but the cycle of 4-5 minutes up and 1-1.5 minutes down has been continuing since 16:30 yesterday. I got through to a Sky agent who has recommended disconnecting th router from power source for 1 hour. The hopes is that the router will connect via a new IP Address once reconnected. Keeping my fingers crossed it works as I work from home and I don't fancy having to go to the office come Tuesday morning! I'll keep you posted. 

[Tazmania1979]

Hi @Highlinder having the router disconnected from the power source for an hour appears to have resolved the issue. It's been about 20 minutes and service had remained stable. 
@Kel_johnson99 if your issue is still persisting I would recommend doing the same. That's disconnecting the router from the power for 1 hour. 

[Highlinder]

@Tazmania1979Come back let the community if you are still having further problems and direct you to the best possible help.

[Tazmania1979]

@Highlinder @Kel_johnson99  
UPDATE: After the hub was reconnected to power I got about 30 minutes of uninterrupted service. But now the service interruption is more sporadic. I can have internet for anywhere between 10-40 minutes before the internet goes down for less than a minute. A Sky engineer came out today and confirmed the issue is not in my property. An OpenReach engineer is coming out on Wednesday, as apparently there are about 8 customers in my area with the same issue, one customer is just across the road from me. Suspected issue with a "card on the exchange". I'll keep you posted.