WiFi consistently dropping yet Broadband tests say all is ok

[Hagar]

Whilst the broadband tests say all is OK we have been consistently losing WiFi connection and Internet connection to our hub. Rebooting (the classic switch off and back on) seems to do the trick but having to do this once or twice a day in the last week.

[Gabis]

We're having the same issue since Wednesday. Sometimes the issue keeps on happening for hours. I've tried unplugging everything and reconnecting, keeping the minimum amount of devices connected to WiFi, Ethernet cables but nothing is solving the issue.

I don't how to report an issue because every time I run the test it says everything is ok. We loose broadband connections 6-10 times a day

[Justin247]

I have had this issue since Friday morning. Sky told me they had a problem in the early morning but it's been fixed and the line tests indicate there are no issues now. The hub syslog shows WAN link down every few minutes and the hub tries to reconnect again. Sometimes it is up for an hour and sometimes just minutes before failing again. Currently been up for 6 minutes. They have agreed to send an engineer out on weds so will see what they say and report back.

[JimM1]

@Justin247 Thanks for the reply, when the log is showing you wan link is down then yes Internet connection is gone, what hub do you have suspecting it is the SR203 as you can see the log file, and how are you connected fttc or fttp, does the hub show amber light on it for either the Internet / voice connection!

[Gabis]

Would it be possible to know how did you manage to book an engineer?

We originally had a visit because we had an issue previously that was detected by sky test. We had a visit 3 weeks ago but to fix the speed issue but not the intermittent issue. We thought it was linked to the speed issue.

I can see the issue in the hub log as well and I tried changing few settings but no luck. 

when it disconnects it's always the internet/voice LEDs that are either off, steady amber or flashing amber.

[Justin247]

You're right it is an SR203. I have no amber light - the internet light does blink when it tries to connect but then drops completely with no light. That last connection lasted 22 minutes before dropping and has been up and down 15 times in the last 4 hours.. the shortest time was 6 seconds. I'm fttc here.

[Justin247]

I booked by calling. They answer pretty quickly so that's my preferred option. The advisor offered a replacement hub or an engineer visit. My choice. So I asked for an engineer visit and that he brought a replacement hub with him. 

[JimM1]

@Justin247 Let us know how it goes with your request, yes engineer, and maybe hub with him is the question to hand, sky engineer is a possible carrying swap's will be who knows....