Urgent Help Required - Sky connection disconnecting and reconnecting causing the ports to "flip".

[trickster1966]

Am having issues when working from home,  since around Xmas my Horizon telephony software (work software) is disconnecting multiple times a day.  Sometimes cutting me off during a call or during to take one.    

Gamma tell us the issues is with ISP causing the issues you experience, calls cutting out and being put into an "out" state. The broadband connection is dropping out and reconnecting on a different port .

Suggestion is to pass the log to Sky technical and explain that Gamma logs show the Sky connection disconnecting and reconnecting causing the ports to "flip".  NUIT wont be able to deal with sky (they wont deal with anyone else buy their own customer). Sky need to investigate this.  

Updating drivers wont help the router keep a stable connection to the network as the logs show the issue lies on the WAN side of the connection, not the LAN.  Its been touted that other sky customers have reported the same issues, maybe a firmware update on the sky router could resolve the issues.? 

In conclusion - the issue is on the WAN side, the connection between router and sky.  That's why the ports are flipping, if the connection stayed stable, the ports being used by the horizon client would stay connected.  The constant port flipping indicated on the Gamma logs demonstrates the WAN connection to be unstable.  I really need help to resolve this issue ASAP please...

[Addie15]

Hi there, @trickster1966. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[trickster1966]

Thank you, this is an urgent issue as am losing incoming calls from work.  If I cant get thsi resolved, I will have to start working from the office.  Which no one wants..  Cheers Alan 

[Chrisee]

@trickster1966 you are using a domestic line for work which is fine but it doesnt get you any priority. Start a chat session with the team by using the chat icon on the forum pages.

[trickster1966]

Since I have my broadband upgraded befreo Xmas I have not had a lanline at all.

My issues are when using Horizon telephony software on my works laptop over my Sky Broadband.  I have zero issues when at work in the office.  Its a home broadband issue, that has only happened since the service was upgraded...

Can we talk over the phone, do you have a contact number.?

[trickster1966]

I really need this looked at ASAP.  I called Sky and spoke to someone who wasnt any help at all.

[GD1]

@trickster1966  You will need to engage with the chat session when it appears.

[Chrisee]

@trickster1966 the escalation is to a team who only operate over chat. If youbwant to talkmyou need to call the call center.

Do you have a white Sky hub? if so its likely a simple fix which the forum team can get set up which is to roll back the firmware on the hub. However they need to establish who you are so the network team can identify the correct hub which is easily done through the chat.

[trickster1966]

@Chrisee Am here, and willing to chat through what we can do next to help...

[Chrisee]

@trickster1966 use the chat icon to start the session with the team who work for Sky. 

[trickster1966]

After someone from Sky getting back to me about turning on UPnP, that seemed to be ok for a while.  But its getting worse again...  

[trickster1966]

Am having issues when working from home,  since around Xmas my Horizon telephony software (work software) is disconnecting multiple times a day.  Sometimes cutting me off during a call or during to take one.    

Gamma tell us the issues is with ISP causing the issues you experience, calls cutting out and being put into an "out" state. The broadband connection is dropping out and reconnecting on a different port .

Suggestion is to pass the log to Sky technical and explain that Gamma logs show the Sky connection disconnecting and reconnecting causing the ports to "flip".  NUIT wont be able to deal with sky (they wont deal with anyone else buy their own customer). Sky need to investigate this. 

Updating drivers wont help the router keep a stable connection to the network as the logs show the issue lies on the WAN side of the connection, not the LAN.  Its been touted that other sky customers have reported the same issues, maybe a firmware update on the sky router could resolve the issues.? 

In conclusion - the issue is on the WAN side, the connection between router and sky.  That's why the ports are flipping, if the connection stayed stable, the ports being used by the horizon client would stay connected.  The constant port flipping indicated on the Gamma logs demonstrates the WAN connection to be unstable.  I really need help to resolve this issue ASAP please...

[trickster1966]

Is anyone from Sky around this afternoon to help me please...?  If this cant be resolved, am moving to another supplier as they want me to go back to work in the office ...

[FLC]

@trickster1966 

On 6th February @Chrisee asked which Hub you have. You didn't answer.

[trickster1966]

Its the White hub.  I was advised at the time to turn UPnP on, which I did.  Seemed ok for a while, but its started up again this week...