TR69: ACS issue, carnt get intouch with actual support

[Red-]

Hi,

i have been loosing internet at random times of the day for a few minutes and then comes back up, i have time stamped the last one which was at 21:50 when we lost connection which looking at the logs this happened

2026-04 -01 21:38:23 syslog: Send out NTP request to ntp1.isp.sky.com
2026-04 -01 21:38:24 syslog: Received NTP Sync Reply from ntp1.isp.sky.com
2026-04 -01 21:38:24 syslog: System time is up to date

It's a issue for us as we have 2 people that stream and loose some earnings due to the disconnect as it crashes the streams and causes issues, we have also recently upgraded and we did not have issue before upgrading.

any help would be appreciated as i have tryed live chat but thats just a circle and when asking to speak to a agent it doesnt seem to be a thing anymore.

Thank you

[Daniel0210]

@Red- 

Remember that Sky broadband is a domestic service so customers using it to work from home won't get quicker or extra help.

Just dial 150 free from your Sky Talk landline. All calls will start automated (aka 'the bot') which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

[Red-]

We do not have sky talk and sadly not the time to be sat on a phone for a long period of time so our last option was to post here and hopefully actually speak to a human from sky rather than a bot that just sends you in a circle.

[Sharcuk]

@Red- This is a customer-to-customer forum, so no-one from Sky Customer Service will respond to a post on here.

Sky Talk is automatically bundled with Sky Broadband so you are almost certain to have it!

From experience waiting times on the phone are often shorter later in the evening.

[Red-]

sorry for some reason the post of logs was incorrect this was the correct section

2026-04- 01 21:46:49 syslog: Lease renewed 3600 ip [Removed]
2026-04- 01 21:49:36 syslog: TR69: Connect to Production ACS
2026-04- 01 21:49:36 syslog: TR69: Connection to ACS Complete
2026-04- 01 21:49:44 syslog: TR69: Close ACS Connection

Moderator notes: Removed IP address

[Red-]

the super users can escalate a forum post and sky support legit tells you to come here if the automated service isnt helpful.

[Chrisee]

@Sharcuk    The second log entry makes some sense it is a regular contact from Sky's end to pick up diagnostics from the hub it should be a background activity and not be causing a loss in connection. In practice the hub logs are not thst useful in disgnosing issues. 

Regarding the loss of connection what happens to the lights on the hub when the connectivity is lost?. If you have a full fibre connection what happens to the lights on the ONT? Lastly roughly how long have the drops been happening and approximately how many per day are you seeing?. 

[TimmyBGood]

@Red- 

As @Chrisee indicates TR69 is the log reference for a long-established and very widely used ISP remote management protocol.

https://en.wikipedia.org/wiki/TR-069 

[Daniel0210]

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@Red- wrote:

We do not have sky talk 

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@Red- 

You do have a Sky Talk landline as it's bundled with your broadband package but you have chosen not to connect an actual handset which is fine and entirely your choice.

In the future if you buy a cheap handset you only need to plug it in when you need to call Sky (dialling 150 free) if and when there's an issue.