Problem with Sky broadband (Need advice)

Jack_bauer24

Hi, I need some advice. These past few days, my Sky broadband keeps dropping, and all day today, it keeps going off every half hour to 1 hour, it just went off again 10 minutes ago. I have phoned Sky this afternoon and they did a test on my line and they said no fault on the line and everything is running smoothly, plus she told me to reset my Sky hub which I did but it's still doing it, so she said because I reset my hub it should be ok but when I got off the phone from her, 20 minutes later it dropped again. 

When it drops, a orange light flashes and then goes back to steady green, she said she will ring me back Monday afternoon to see if it's still doing it, which it is. Is anyone else having this issue? 

I only switched to Sky broadband last year from moving from Plusnet. 

Any advice would be great because I am baffled to what is causing this. If Sky saying everything is ok, then I don't know what the problem could be? I did a test as well on Sky website and it saying everything is ok. 

Browntoa

An intermittent line fault would do that and not show up on a line test. Intermittent faults can be something as simple as a bad connection in the green openreach roadside cabinet

I take it that the hub is plugged into the master BT socket on the wall with no extension connected. 

Jack_bauer24

Browntoa said:

An intermittent line fault would do that and not show up on a line test. Intermittent faults can be something as simple as a bad connection in the green openreach roadside cabinet

I take it that the hub is plugged into the master BT socket on the wall with no extension connected. 

Thanks for your reply. This is the exact same socket as I have got. 

https://www.amazon.co.uk/Openreach-Telephone-Master-Socket-Faceplate/dp/B07NX2KC8Y/ref=asc_df_B07NX2KC8Y/?tag=googshopuk-21&linkCode=df0&hvadid=205217260000&hvpos=&hvnetw=g&hvrand=682876296512326738&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9046449&hvtargid=pla-737005159642&psc=1

neilmcl

Try reconnecting the ADSL cable both on the socket and router.

I'd also recommend ditching the supplied ADSL cable for a decent cat5e RJ11 to RJ45 cable. A good cable connection to your router can make a world of difference.

brewerdave

I presume that you are checking with a device hard wired to the router ie its not just the wireless signal which is dropping ??

neilmcl

brewerdave said:

I presume that you are checking with a device hard wired to the router ie its not just the wireless signal which is dropping ??

The fact that they're seeing an orange light on the router would suggest the BB connection is dropping.

Browntoa

Behind the removable faceplate of that type of socket is the test socket . That connects directly to the openreach pair , for proving a line fault I'd be plugging the router directly into the test socket . If it still drops out then it's the line , if it stops dropping out then it's on your side of the wiring ( extension cabling if you have any ) or the faceplate that plugs in is faulty ( if no extension wiring ) 

A little pre testing gives you a much better arguement point with sky if you have proved drop outs still occur at the test point . And an intermittent fault by its nature may not show during a line test 

milgo

The orange light seen when the connection drops does indeed indicate that the modem connection is dropping.  The model logs will also show these disconnection.  Sky support should be able to see these disconnections on their monitoring equipment. A screenshot of the modem logs showing the disconnect/reconnects should be sent to them if they are still disputing what you are seeing.