Tv and Internet connection down several times a month

[Mark24p]

New to Sky (6months) with sky internet and tv (with pick) . We are getting breaks  in TV connection at least once a week !! ("wait etc" .... tech is try later), sometimes with internet break, sometimes not. 

Usual fix is to reboot router and puck - which takes ages to reconnect. 

I suspect the Sky troubleshooter is **bleep** as always says 'OK' when checked even when internet is clearly down and connecting via 4g or next doors BT WiFi. 

But who to complain to ? 

ps previous Virgin only needed a reboot about once a year - vs  Sky  at least once a week. 
(and yes am technically astute) 

[MarkGoldsmith]

Is it only the TV losing the internet connection or is your broadband constantly going down?

[Mark24p]

Sometimes just TV, sometimes both TV and Internet (BT fibre network, Poole, Dorset) 

And its a 'Puck' not a pick . my typo 😉 

[Mark24p]

PS2 we have  Sky Broadband  via BT openreach . 

[MarkGoldsmith]

In that case might be worth putting a post on the broadband section of this forum to cover the broadband issue, so that this thread can hopefully provide guidance to prevent those period were only the puck is losing its internet connection.

One thing to check in the puck's settings is that Networked Standby Mode is set to ON and it's usually advisable to turn Overnight Power Saving mode OFF as well. Sometimes when the puck has been in standby for a while it can take a while for the network connection to re-establish so ensuring those 2 settings are set should prevent the puck from disconnecting from the network when it's in standby.

[Mark24p]

Thanks 👍  and yes got those settings already.  Looking thro' other posts  a new puck might help the TV issues - but then would look to fix the Broadband.

I'm on a new 18month contract (to june 25) .. I wonder if all these issues mean I could ask to end contract early and go back to Virgin Broadband and/or a Freeview recorder (dont need to pay extra to fast forward adverts).   👣

[GD1]

@Mark24p  Please can you post your router stats so the forum can advise on any issues. This link explains how to do that https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#

Your thread has been moved to the broadband forum so no need to create a new one.

Your other post tagged on the end of a Sky Q post has been removed as Sky Q & Stream are 2 different sysrems entirely and your issue won;t be related to Sky Q.

[Mark24p]

Here are the stat's .. just since last reboot  about 1 .5 hours ago. 

Odd thing is sometimes its just the sky PUCK that looses connection, sometimes its both sky puck and Sky broadband - just fed up with rebooting so often. 

[GD1]

@Mark24p  You'll need to post new stats in 24 hours as you recently rebooted you hub so we can't see if the hub or line has been dropping as you say.

[Mark24p]

Yeh will do - but what a pia (as others have noted) - never had such hassle with virgin - cant wait to be out of contract. 

[Mark24p]

OK - so how long after an outage are the diagnostic stats visible when viewing on http://192.168.0.1/sky_logs.html ??   

We were away at the w/e and had multiple broadband outages (which means no security cameras etc etc) .. getting a neighbour to reset (on/off) router etc several times is not an option.

Attached pic shows  logs / txt file  (and .txt file HERE) 

🙏Any suggestions on how to  make broadband reliable ??? especially important for when away from home  🙏  (and when running sky internet checker -says "all OK" which is clearly wrong 🤣 ) 

 

[Mark24p]

Another day another outage - If anyone can expalin what going wrong and how to fix it - apreciated 

[Mark24p]

Here is the log from 4 days ago, with blow by blow actions  - if anyone can offer suggestions - mucho appreciated (sky almost useless - on infinity call and help loop s 🙂 )  and below it, log from today  from today ..

[Mark24p]

oops last picture not scolled dow - now it is