WiFi keeps dropping, devices are not connecting

[Robbo0410]

Hi would someone be able to escalate my problem to a moderator please, WiFi keeps dropping and devices are not connecting when the connection comes back online, I'm guessing it's a faulty router, been doing this for weeks now, but the devices not connecting has only been occuring the last few days

[Robbo0410]

 This is on my phone it just won't connect 

[Chrisee]

@Robbo0410 with respect to the forum moderators they do not provide technical support.  Your issue could be a dodgy router but just as likely to be a faulty line or indeed looking at the number of networks within range in your screen shot it could be wifi interference. 

To help pin it doown can you post your hub's stats as explained here Find your Sky Broadband router statistics

[Robbo0410]

@Chrisee I can't even get into the settings to grab the statistics for you as it won't connect on my phone, I hard reset the router around 10 minutes after posting, it managed to connect but around 5 minutes ago the connection dropped and now it won't connect again 

[Robbo0410]

It's been dropping at least 3-4 times a day for the past month or 2, but like I said the fact devices aren't connecting now that is a new issue

[Robbo0410]

@Chrisee after another hard reset I managed to bring the connection back up and was able to connect my phone and get the statistics, is it odd that it never shows the connection speed stats, they just show as 0 for some reason

 

[Chrisee]

@Robbo0410 the lack of connection speed data is normal for full fibre connections asvthe hub's modem is not used. The hub obviously has just been rebooted so little info on its history. If the hub is rebooting on its own it points to an issue with the hub which Sky will replace if you ask. The keybthing to report is what happens to the lights on the hub and the ONT unit when you loose connectivity. 

1. if the hub reboots on its own the hub lights all go out and return one by one starting with the power indicator,, normally  followed by the Wifi light, then the internet light and lastly the phone light on the right. During this the ONT shows 3 green lights.
2. If the internet connection fails you are likely to see the power and wifi light on the hub stay green and the internet light change to amber. The ONT will lose the right hand traffic indicator and possibly a red PON light.
3. Wifi issues will not affect the indicators on the hub or the ONT. 

Hope that helps.

[Robbo0410]

@Chrisee this is exactly what is happening as it has just occurred around 5 minutes ago, as you can see the internet light is completely off and the voice light is amber

 

[Robbo0410]

The hub also won't reboot on it's own I have to hard reset it but it'll only last for so long then do the same thing again, I really am baffled as to what is causing it 🤷🏻‍♂️

[Chrisee]

@Robbo0410 that photo shows exactly what we needed. The hub has lost connection but the ONT is not showing anything wrong with the fibre feed. I have taken the liberty of escalating that to a Sky team who support the forum who will invite you onto a private chat through the forum pages where a chat icon should appear once they pick your post up.

I dont know whats wrong but Sky can see diagnostic info from the hub and may well replace it if they suspectvits not working properly. Hopefully they can sort this for you.

[Robbo0410]

@Chrisee thanks for your help, appreciate it 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Robbo0410.

[Greenfingers001]

Update, spoke with @Robbo0410 and wifi has no been stable for some time, it seems the issues are now resolved. Thanks again for the escalation have a great day