Wi-Fi dropping out

[Buzzwaffle]

Hi there

I've recently had sky broadband installed however I lose internet connection several times a day. Each time it drops out it reconnects within 20-30seconds. 

Open reach couldn't find any issue with the connection. Can anyone help?

[cookiemonsteruk]

@Buzzwaffle 

Can you run tests on my sky app and post the info in more about your connection

Also how many times a day is it dropping

[cookiemonsteruk]

@Buzzwaffle 

We need the bit that says minimun guaranteed download speed

[Buzzwaffle]

Thanks for your reply.  

It starts dropping out whenever I stream video. We have a sky glass tv and once that is streaming, it drops out every 20-30 minutes. 

 

[Buzzwaffle]

 

[cookiemonsteruk]

@Buzzwaffle 

How many times does it drop in a 24 hour period?

[Buzzwaffle]

I haven't counted however I would estimate at least 10. 

[cookiemonsteruk]

@Buzzwaffle 

I will escalate to sky you are barely above your guarantee with multiple drop outs and high'ish noise margin. In this case a line fault will both cause low speed and drop outs

I've escalated your post via the community chat. This link explains how it works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

[Buzzwaffle]

Thank you

[Greenfingers001]

Thank you for escalating this. We have now sent an invite to chat 🙂

[Lisa-P1987]

Update - Spoke to Buzzwaffle and after checking things we found their services to be a management pool already, Thanks 🙂

[cookiemonsteruk]

@Lisa-P1987 

Whats Management Pool. ?

Already picked up a fault?

[Lisa-P1987]

Dynamic Line Management for the speeds yeah. When it's already in this process there's nothing we can or need to do. If after the 10 days it isn't any better then we can escalate again, which customer is aware of 🙂

[Buzzwaffle]

Hi Lisa

i have waited 10 days now and still no improvement. Please can this be escalated 

ashley 

[Highlinder]

@Buzzwaffle I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147