internet keeps dropping out

[dawlishBri]

Hi Im getting frustrated with the internet keeps dropping out, it comes up with diagnostics, keeps telling me its dropped out and to check the phone socket and cables plugged into it, I have unplugged them all for about 5 minutes and done the same with the router hub, It still keeps dropping out. Please help.  thanks

[cookiemonsteruk]

@dawlishBri 

Can yot post your router stats

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[dawlishBri]

Router Statistics

System Up Time: 00:49:18

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN PPPoA 26354 32057 0 3940 5596 00:08:26 LAN Up 105365 88698 230 583346 31410 00:49:18 WLAN Up 32617 13299 0 8623 4975 00:48:42

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Broadband Link Downstream Upstream Connection Speed (Kbps) 19998 1252 Line Attenuation (dB) 21.0 12.0 Noise Margin (dB) 7.9 8.3

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Poll Interval:

Seconds (at least 3s):

Set Interval Stop

[jamesn123]

Hi @dawlishBri 

Just to confirm are you connected to the master telephone socket using a fairly new microfilter?

Are there any extension sockets in use in the house? If so have you tried unplugging things from all sockets?

[cookiemonsteruk]

@dawlishBri 

How many times a day is the broadband dropping?

[dawlishBri]

Hi, I have unplugged all except my phone, thank you

[dawlishBri]

the micro filter was installed by you guys and is still the original filter,  thanks

[dawlishBri]

probably 5 or 6 times a day,  even when not using the internet the sky diagnostics page pops up, Yes using the master socket.  thanks

[dawlishBri · Accepted solution]

you have me thinking, I had a fish tank break on me spilling some 200 lts salt water so I have now taken out my telephone extension lead and moved the phone directly into thephone extention socket up stairs where no water reached, willl give that a try, thanks

[jamesn123]

@dawlishBri 

I've flagged your post to Sky. Look out for an email or message on the forum

[Greenfingers001]

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

[dawlishBri]

Since taking out my phone extension lead up stairs that must have got wet with salt water, I have not had 1 drop out, so many thanks to all for your assistance

[Mr+Flibbles+86]

Update – We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

[Kaz77]

Our internet connection has started dropping several times a day over the last couple of weeks.  The internet connection light goes out on the router, if online one receives a message saying the connection has dropped and will be reconnect within a couple of minutes.  Reconnection occurs automatically after a couple of minutes.

This is extremely annoying and if on a video call is very disruptive.

We have had Sky broadband for over 6 years so is it possible that the router is starting to fail?

[Lisa-P1987]

Hi there, I will escalate this to our community chat for you. Please look out for an email or chat bubble. We look forward to speaking to you.