Sky Broadband - keeps on dropping out

PennyForThem_2

70 MBS line but the connection keeps on dropping out.  Accessing from a laptop - up to date with windows 10 updates and when connected to a particular site where learning bridge it does this dropping off and being slow.  Nobody else seems to suffer from this just me!

Any ideas how to resolve?

Neil_Jones

Use a wired connection as a test.

If the issue clears up then this is a Wi-Fi problem.

PennyForThem_2

And if it doesn't is it a phone-line problem?

wongataa

Quite possibly.  It could also be a router problem, problem with the wire from the router to the phone socket, an issue with any internal phone wiring you may have, or a problem with the microfilter.

Ruling out Wi-Fi issues is always a good first step.  Performing a quiet line test is a good next step.  You need to use a corded phone connected to the test socket in the phone socket to rule out any internal wiring.  If you can hear noise (crackles) on a silent line then that is an indicator of a phone line problem.

400ixl

When you log into the router you should be able to see how long the connection has been up for. Also the logs will tell you if there were drops on the ISP side.

Is it only the one site dropping and being slow?

PennyForThem_2

Umm think that logging into router maybe a step too far.

Am connecting to router via wire too.  Personnally I think it is a phoneline problem even though cannot hear any weird sounds on my home phone - do you think this is reasonable and should I raise this issue with Sky even though cannot hear any 'noises'?  

Don't laugh but could it be water on the line - I had a neighbour who, on seeing an OpenReach worker delving into the OR utility access at end of their drive, asked what engineer was doing?  Answer was proofing against rain access to lines!  Why?  because it causes dropouts on internet!

iniltous

Any provider can raise an issue with Openreach ( if Openreach are their supplier ) it’s important to note that you are a Sky customer and Sky are an Openreach customer.

If you raise an issue with Sky , they should try and isolate, within reason , where the fault is, because if a visit  is raised by Sky with Openreach and there isn’t a fault , or the fault is found and it isn’t on Openreach equipment , ( like the Sky router for example ) , then OR will charge Sky for the unnecessary visit , and depending on circumstances Sky will charge you.

Obviously, the first contact you make with Sky is ‘free’ unless their customer service number is charged for , it’s only if OR visit that it is possible ( not guaranteed) charges will be raised , and only if OR were out when it wasn’t their issue to fix.
Contact Sky , they should do some tests , and should get you to do some simple checks ( like trying the router in the master socket test port ) or may simply send you out a new router….if Sky say ( after they test ) that they have detected an obvious external fault , they should get OR out to fix the fault….it’s when there is no clear fault or the indication is the fault is at your home that charges become more likely and they should warn you about the potential for charges, but if there is a fault outside that OR are responsible for, they fix it without charges to Sky as it’s part of the charges Sky pay OR, you don’t pay OR directly for anything , you cannot deal with OR without going through Sky.

brewerdave

PennyForThem_2 said:

Don't laugh but could it be water on the line - I had a neighbour who, on seeing an OpenReach worker delving into the OR utility access at end of their drive, asked what engineer was doing?  Answer was proofing against rain access to lines!  Why?  because it causes dropouts on internet!

Had a problem a few years ago with intermittent internet connection ;proved to be due to an underground chamber flooding ,resulting in the BT Openreach wire bundle being permanently underwater. Since the BT engineer couldn't solve the flooding issue (the drainage from the chamber was severely blocked) he propped the cables up on a wooden pallet above the flood level !!!