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Discussion topic: Usually ok broadband cut out over 60 times in last two hours

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This message was authored by MrTutor03 This message was authored by: MrTutor03

Usually ok broadband cut out over 60 times in last two hours

I've been a Sky user for last two years, usually with a very good broadband connection but of late it's been cutting out sometimes and in the last two hours (5-7 pm) it dropped connection about 60 times.

I was trying to hold two zoom calls and each time it was dropping then reconnecting.

This is not usually an issue for me as I use broadband a lot and haven't had this frequency of problem before.

I've tried the online help and that was useless.

Does anyone have any suggestions? 

Could the router be dying?

Summary stats below:

Summary Status
Status of your broadband and WiFi network
Broadband Connected
WiFi Enabled
WiFi Network Name (SSID) SKYR6KU2
WiFi Network Visible Yes
Current WiFi Channel 11 (2.4 GHz), 36 (5 GHz)
WiFi Encryption WPA2-PSK
VoiceConnected
Devices connected to your home network
Device Name MAC Address
UNKNOWN 24:2e:02:b0:c2:91
DESKTOP-7JBSP13 34:02:86:57:cc:3b
UNKNOWN c6:4e:1a:9f:d4:df
SkyBooster4 6c:a0:b4:05:76:c9
DESKTOP-LD6JUI4 1c:bf:ce:b1:38:81
UNKNOWN c2:34:d2:b7:c6:01
UNKNOWN ca:d4:2c:7f:2c:35
UNKNOWN 46:86:14:ac:e1:e5
SKY+HD b0:3e:51:c5:e1:12
SKY+HD d4:52:ee:1b:09:d9

Thanks in advance all.

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MrTutor03
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This message was authored by MrTutor03 This message was authored by: MrTutor03

Re: Usually ok broadband cut out over 60 times in last two hours

Just to add, when this happens I can see the second from the left light flashing orange not green.

I've tried rebooting the box but that's not cured it.

The connection dropped twice whilst I was typing this comment, so it's still very intermittent.

Yikes!

This message was authored by Highlinder This message was authored by: Highlinder

Re: Usually ok broadband cut out over 60 times in last two hours

Posted by a Superuser, not a Sky employee. Find out more

@MrTutor03  That is not your stats. If you wish to post your stats they can be done follow the link below.

 

Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...

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MrTutor03
Topic Author
This message was authored by MrTutor03 This message was authored by: MrTutor03

Re: Usually ok broadband cut out over 60 times in last two hours


@Highlinder wrote:

@MrTutor03  That is not your stats. If you wish to post your stats they can be done follow the link below.

 

Could you please post your router stats following the link below.
https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#M101...


Ok, understand, I'd misread what to do.

It's probably me, but I've tried to log into the box that opens up on my screen using "admin" and my wifi name followed by "sky" or "SKY" or my wifi password and none of those combinations have worked.

Are there any other combinations or should those spellings have worked for me?

Thx

 

 

This message was authored by Highlinder This message was authored by: Highlinder

Re: Usually ok broadband cut out over 60 times in last two hours

Posted by a Superuser, not a Sky employee. Find out more

@MrTutor03  Which router do you have from the link below

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub 

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MrTutor03
Topic Author
This message was authored by MrTutor03 This message was authored by: MrTutor03

Re: Usually ok broadband cut out over 60 times in last two hours

Thanks, it's the middle one, the Sky Broadband Hub.

(All's been good for around 18 or so months but recently we've had these patches of dropping broadband and yesterday was the worst it's been.)

Sorry re the username/password, not sure what I'm doing wrong.

This message was authored by Highlinder This message was authored by: Highlinder

Re: Usually ok broadband cut out over 60 times in last two hours

Posted by a Superuser, not a Sky employee. Find out more

@MrTutor03  The Sky broadband hub to access the router admin panel is username " admin " without the quotes and your Wi-Fi password if this does not work and you have not changed your login password then try to reset the router by holding the reset in for around 30 seconds and try again.

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MrTutor03
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This message was authored by MrTutor03 This message was authored by: MrTutor03

Re: Usually ok broadband cut out over 60 times in last two hours

Absolute rubbish! Started dropping out again!

This message was authored by Highlinder This message was authored by: Highlinder

Re: Usually ok broadband cut out over 60 times in last two hours

Posted by a Superuser, not a Sky employee. Find out more

@MrTutor03 Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.


After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

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MrTutor03
Topic Author
This message was authored by MrTutor03 This message was authored by: MrTutor03

Re: Usually ok broadband cut out over 60 times in last two hours

I've run that previously when the dropouts have occurred, and again just now.

As per previous tests, everything is apparently "ok."

Quote:

"Our tests have found the speed to your hub is lower than it was before, but it's still above the speed we guaranteed you when you got your broadband. 

It's usually temporary and caused by extreme weather in your area, like flooding, strong winds or high temperatures.

Because there isn't a fault with your line, an engineer can't make your speed faster. Your speed should be back to normal within seven days.

Slow for more than seven days? Your line might not be able to handle a higher speed anymore. Think about upgrading your Sky Broadband package."

Er, it's dropping out, so it does show it's ok now, just not when it, er, drops out.

Still none the wiser as to what's causing the problem.

This message was authored by Highlinder This message was authored by: Highlinder

Re: Usually ok broadband cut out over 60 times in last two hours

Posted by a Superuser, not a Sky employee. Find out more

@MrTutor03  We need to see the router stats that will show what is going on with the connection but if you are unable to get to them this can be escalated to Sky if you wish?

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MrTutor03
Topic Author
This message was authored by MrTutor03 This message was authored by: MrTutor03

Re: Usually ok broadband cut out over 60 times in last two hours

Here we go again - more dropping out every 3-4 mins.

Looks like I need to speak to Virgin or BT?

MrTutor03
Topic Author
This message was authored by MrTutor03 This message was authored by: MrTutor03

Re: Usually ok broadband cut out over 60 times in last two hours



This is so rubbish (seven dropouts in the last seven minutes) that I can't even get back on here to say how bad it is!

Crikey!

How to gain disaffected customers.

Been waiting 3 mins to reconnect.

MrTutor03
Topic Author
This message was authored by MrTutor03 This message was authored by: MrTutor03

Re: Usually ok broadband cut out over 60 times in last two hours

Up for a second so I could post then it drops again.

Why?


This message was authored by Highlinder This message was authored by: Highlinder

Re: Usually ok broadband cut out over 60 times in last two hours

Posted by a Superuser, not a Sky employee. Find out more

@MrTutor03  If you would like help from the forum then it would be helpful for us to see the router stats.

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If you have found this solution helpful please tick this as the answer.
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