Voice randomly disconnects and I lose WIFI

[shankly1985]

Hi all

Since I have had my superfast connection I have been having random WIFI drop out when the voice is the solid orange light on the router! 
I do not use the voice feature from the sky can I turn this off completely? and if not why does this keep happening? 

Wired connections are not an issue.

[Highlinder]

@shankly1985 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...

[shankly1985]

Has you can see from this image I tried resetting the WIFI first this didn't work so I then unplugged the ethernet cable and the voice light changed to green and connected again.

This happens so randomly could be a week or once a month. A wired connection never has an issue. 

[Highlinder]

@shankly1985Are you in the UK or Ireland? Could see that there was a drop 8 minutes ago.

[shankly1985]

UK

Must enter more information to post 😄 

[Highlinder]

@shankly1985 Can you please run the broadband test, 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.

If it comes back clean as in 3 green ticks, then come back let us know. There is something going on but the broadband test might not pick it up.

[shankly1985]

Thanks this seems to be happening so randomly. This week I have had it Tuesday night and today both around 23:00

When I try the test tonight I get

Ooops, that didn't work

Looks like our tests are unavailable at the moment.

Please try again later.

[DaveLisa22]

this has been happening to me on a weekly basis since moving to Sky Broadband a few months back. it happens most nights at around 10pm. Voice light goes orange and then wifi drops but the light stays green. 

Sky twitter support is useless, just says Voice is the only thing effected 

anyone found a fix? 

i have seen older posts from 2020 stating SkyQ eco mode is the issue but that cant be the case with me. 

(Unplugging the FTTP wire and power lead fixes the issue temporarily) 

[supZ]

I have been getting exactly the same thing happen to mine even since I got it.

Last downtime was 38 hours ago, and it's just happened again. Normally a router reboot fixes it for a few days and then it happens again. Internet goes down and amber light on voice on the router (I don't use voice either).

Broadband tests just give the same 'oops it's not working' message the OP mentioned above. Useless.

Getting utterly sick of it.

[Chrisee]

@supZ the test requires a connection to the hub to work and has a capacity limit so if there is a widespread issue can be frustrating. The voice service going down is symptomatic of an issue with the server managing your connection the internet light stays green as you have a connection to the exchange but not through to the internet. Sky have these units scattered round the country which means when one goes on the blink it can be a few days before Sky's network engineers get out to fix the unit. 

Where you get a problem there is not much a customer can do apart from report the issue to Sky. In theory powering down the hub overnight or for an hour during the day should reset the connection to a different server but in my experience it doesn't always work.