Connection Lost every night at 2am

[AJ171]

Exact same here every night 4th night now 2am then takes 29 mins n I have to then go and reboot all my boosters which is a total pain in the backside sky need to sort it out 

[weemadrach]

Night 5. Same deal.

[Symie-_-]

Yep, 4 nights in a row now, at least!

Cuts out around 01:59

Back on around 02:02

Cuts out again 02:03/04

Back on around 02:06 (ish)

Thought it would be an upgrade of sorts, but now wondering what else it could be!

Location - Ayrshire

[Mithrellas]

It just did it again for the 6th night, we know its affecting the SR203 and hopefully someone has been able to pass this onto someone at Sky to investigate.

On checking further between the 2 reboots that have happened each night. The Hub updates the firmware then reverts back to the previous one on the second reboot. It could be failing a selfcheck after the first update and automatically reverting back to the older version. Usually when such a thing happens the server would flag the failed update for a member of the relevant team to investigate and it wouldnt keep retrying. As this is night 6 doing this that obviously isnt happening. If the fault gets in front of the right person it will be resolved fast.

Just getting the right eyes on it is easier said than done, hopefully with so many people posting here about it one of the *Experts* here will have already flagged the issue for someone to look at Monday morning.. We should know by this time tomorrow heh.

[Symie-_-]

I've just had a chat with support who have escalated it to the relevant team.

"Order Confirmation Escalate to network successful The Network Team (CNS) will investigate and aim to fix or give an update within MHR in 72 hours. We'll text the customer to check that their fault is fixed. If it's not, we may ask that further troubleshooting needs to be completed or we'll ask them to get in touch."

Fingers crossed something will be done now.

[JS36]

Have been having the same issue for past four nights was driving us crazy. 
Doing some searches online, as issue has been previously reported in Sky Forums over the years. Some suggested the normal stuff, rebooting, disconnecting, refreshing etc. Nothing worked for us. Others suggested to turn off SkyQ WiFi, (as when it goes into rest mode it turns off the connection) providing you have an Ethernet connection. However, we're using Sky Stream, though it is connected via Ethernet. So I've disabled the WiFi connection & tonight zero issues. We stayed connected, no drops. 

Of course though, it doesn't answer the question as to why this issue has just occurred now. Considering the length of time we've had Sky Stream. We just had a router update a few days ago, maybe that triggered something. Just glad it seems to have stopped disconnecting, for now anyways. 

Hopefully this helps some folks. 

[JS36]

Just a quick update, to my earlier post. 

Seems I posted too soon, ( turning off the SkyQ Stream WiFi didn't stop this issue, as our router just crashed again at 3:56am. Turned my phone on to check via mobile data & Sky's captive WiFi service activated. Had to go through the steps to turn it back on & get reconnected again. 

Even trying to post this updated response, it just dropped again. This is very frustrating, seems more likely that the last firmware has issues. Hopefully sky team can get this resolved soon. 

[caesarome]

@AJ171 @buddypoppy 

It could be overnight maintenance taking place.

If it still down later then the first thing to check is this link to see if there are any outages in your area:
https://www.sky.com/servicechecker

If there isn't try running the line test here:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

[Fjs]

I've had exactly the same problem for the last 3 days.

[NLake]

So we use googles & alexas to play white noise at night for our children but for the past 3/4 nights those have cut out and when told to play white noise they say they cant connect to the internet fight now. But this happens between like 1:00am & 3:00am... no idea whats going one. Works fine in the day. But white noise is crutial for our sleep. Please help

[Sarahmay1]

Hi hope you can help, over the last couple of weeks at 2am the internet box stops working and cuts out.. sorry I'm not techie... the wire seems ok, and in the same place it's been for years. Any help or advice would be fab please. 

[jasonwilliams3]

Why does my broadband keep going off EVERY night at 2am?? Is is causing major problems with my Alarm and CCTV systems, my Smart Meters, my Glass TV, all of which have to be manually reset every morning before they will work!! If my house alarm and cctv are not working and something was to happen on my property the my insurance cover may be invalidated. Please advise as how this is going to be stopped before I start to look for a new broadband provider!

[AJ171]

Was same as before I had to wait 20 mins to reboot the boosters then all was fine I had done all checkers and said no issues every time and after the 20 mins were bk to normal until the next night 

[KevNewMedia · Accepted solution]

Hi Everyone

Thank you for bringing this to our attention, I can understand how frustrating it must be. Thank you @Chrisee for tagging me.

We've asked our support teams to investigate this issue and as soon as I have more information, I'll let you all know.

I'm going to mark this post as the current answer, so that everyone has the most up-to-date information.

[Chrisee]

@jasonwilliams3 see the post markedcas the answer