intermittent Internet - 9 weeks

[Anna3333]

Hi, I'm at the end of my tether with Sky Broadband. We have had a deteriorating internet connection for 9 weeks. 3 engineer visits, 2 electricians (tested every cable). The problem started with WiFi drop outs, mini boxes disconnecting from sky Q box and having to be reactivated. To now frequent internet drops accompanied with 6-7 times a day lights dropping on the router a day (that I have the time to witness could be more) engineers think TV/ WiFi issue keeping talking about moving boxes and guarantees but it worked fine for 7 years, I've tested everything. I have to reactive all mini boxes only for them to disconnect shortly afterwards. I think the problem is with the line coming into the house but can't seem to get sky / open reach to investigate it properly. What else can I do/ try, any suggestions please?

[JimM1]

@Anna3333 What sky hub do you have and also what sky connected service full fibre or copper part fibre, see the link below for the hub!

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

[Anna3333]

Hi, thanks for responding. I have the black sky broadband hub hard wired to a Sky Q box, I then have one mini on a hard wire to the broadband hub and 2 more mini's on WiFi (only can use 2 minis at the same time) I also then have the white Sky booster box too. Thank you 

[JimM1]

@Anna3333 Have you tried removing the main sky Q that is networked in case it is in the always sending data/receiving data mode and killing all your network hub speed!

[Anna3333]

I haven't no, the sky Q is the main one isn't it for TV for the minis to work off? Should I switch off altogether or try wireless connection instead of wired? It baffles me that it worked fine for 7 years, then deteriorated ever since there was a sky Q update that Sky proactively sent messages about saying it was "fixed" and I've had poor and worsening internet since then, though that could me just a coincidence I guess

[JimM1]

@Anna3333 PM sent. See your envelope!

[Anna3333]

router stats - in the process of removing minis attached via Ethernet and keep to WiFi 

 

[JimM1]

@Anna3333 Leave the minis if any connected on the Ethernet just now, think the Main Q is enough to get started with!

[Anna3333]

Thanks I'll unplug them 

[JimM1 · Accepted solution]

@Anna3333 You image is a little hard an blurry to see, but no matter what your NOISE margins are SKY HIGH so you have a faulty line, you need to either run the diagnostic checker to see if you can detect it and get help that way, or call sky and have them run it from there end.

Link for you is below, after first run you will see more test run that also!

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

[Anna3333]

I thought so I get mixed responses on the app line test, most of the time it says it's ok when I'm staring at "no internet" on screen, today is the first time I've got error message on the sky line test, I've got a "TV" engineer coming on Saturday but I've told them it's a broadband engineer or open reach we need... like going round in circles. At least today I feel a little less like I'm the one going mad

[JimM1]

@Anna3333 Do your self a favour just call sky know it's an hour out off you life, 150 if you have a landline, get them to run a diagnostic to your line, they have way better tools to do so, that will get the ball rolling along the correct path better! TV / BB engineers are good, had an excellent one getting my dad's faulty line all squared away, one off the old schoolers bit like me long in the tooth but new his job well! 

[Judi46958]

We have a similar issue.  Broadband worked fine then a couple of months ago started to drop off intermitedly. Gradually got worse and its now dropping off up to 40 times a day - and I work from home 3 days a week.. and it has started mess with the Sky Q and mini boxes 😞   

We had an Openreach engineer come out a week or so ago and they tested the line and found that a couple of crimps in the box outside the house were severely corroded.  These were replaced and they advised to request a new router.  When we reported the issue a couple of months ago they did send a new router out, but it would not connect.  It would have lights on but nothing could connect to it so we sent it back with a short sharp note!!  Went back to using the "old" router - which is about 3 years old.  Engineer advised that you should replace your router every 3 years or so.  Also advised that although we were sold full fibre we only have 20 mtrs of fibre (and that is from the exchange) then it is copper wire to the house.  Still awaiting delivery of the new router. Paying a ridiculous amount of money each month for a service that does not work properly... and they will not even offer any compensation for the downtime and loss of service!! 

[JimM1]

@Judi46958 There is NO need to be swapping out a sky Hub after 3 years, i have had one online nearly six years continously with no issues, but your line test showed it was bad, so the sky Hub should have carried on and worked good again. see the link below and your connection does sound like you are on a copper OR Master phone socket with the DSL FTTC connection... Look at the link and say which one you have!

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