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Standard User supremetwo
(member) Thu 09-Nov-17 02:08:56
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Flaky Sky fibre unlimited.


[link to this post]
 
My non-fibre Sky broadband unlimited used to be rock solid.

Recent switch to fibre unlimited.and connection is being intermittently lost.

Switching the Sky Q router off and on again restores it once the router has re-set or it comes back on its own some time later if left alone.

Seems to be no-one on duty at Sky after 9pm and, during the day, the wait to get through to them seems to be increasing.

O2 Standard April 2009 - November 2013
Now Sky Broadband Unlimited
Standard User Zarjaz
(eat-sleep-adslguide) Thu 09-Nov-17 06:02:23
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Re: Flaky Sky fibre unlimited.


[re: supremetwo] [link to this post]
 
Could you describe your set up please ? VDSL is much fussier than ADSL to internal wiring issues.

Standard User dwg1
(newbie) Thu 09-Nov-17 09:13:13
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Re: Flaky Sky fibre unlimited.


[re: Zarjaz] [link to this post]
 
The Sky Q hub is very sensitive to 2.4Ghz interference. Sometimes simply changing the channel number say from 1 to 11 solves the problem (channels 1,6 and 11 don't overlap others).


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Administrator MrSaffron
(staff) Thu 09-Nov-17 09:59:00
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Re: Flaky Sky fibre unlimited.


[re: dwg1] [link to this post]
 
Nothing proven but a few posts over time suggesting the Sky Q hub is not the best VDSL2 modem so sticking a reliable VDSL2 modem in bridge mode and connecting to Ethernet WAN port on Sky Q (if it supports this) may be best

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User ukhardy07
(knowledge is power) Thu 09-Nov-17 10:16:09
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Re: Flaky Sky fibre unlimited.


[re: supremetwo] [link to this post]
 
Can you post up stats, go to 192.168.0.1 username: sky password sky

Click maintenance

At the bottom is an option to show your stats:

Should look like this

Router Statistics
System Up Time: 752:22:01
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN MER 32391483 61877821 0 6592 9736 752:20:12
LAN Up 143758022 81174306 9619 721093 133282 752:22:01
WLAN (2.4 GHz) Up 14901255 329928 0 9352 0 752:20:38
WLAN (5 GHz) Up 311258953 381040245 0 0 0 751:09:11
PLC Disable 0 0 0 0 0 00:00:00
Broadband Link Downstream Upstream
Connection Speed 79432 kbps 19999 kbps
Line Attenuation 13.8 dB 0.0 dB
Noise Margin 6.6 dB 15.15 dB

I want to see everything, not just the connection speed down.

It is definitely not normal to have these drop outs, I routinely go over 1000 hours without a dropout (as verified by my router stats) on a Sky Q Hub.

Edited by ukhardy07 (Thu 09-Nov-17 10:16:35)

Standard User supremetwo
(member) Thu 09-Nov-17 11:21:52
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Re: Flaky Sky fibre unlimited.


[re: ukhardy07] [link to this post]
 
System Up Time: 12:43:26
Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time
WAN MER 62391 104483 0 26002 343056 05:41:58
LAN Up 522902 267658 35 940618 39418 12:43:26
WLAN (2.4 GHz) Up 839287 413794 0 7874 6971 12:42:08
WLAN (5 GHz) Up 120992 0 0 7496 0 12:42:09
Broadband Link Downstream Upstream
Connection Speed 24500 kbps 6700 kbps
Line Attenuation 26.0 dB 0.0 dB
Noise Margin 14.6 dB 6.6 dB

The up time is since switching the router on and off to get the connection back and the downstream is now down from the above 30000kbs that I had before.

Late last night there was a Sky recorded message about experiencing connection difficulties.

The syslog is showing:-

Nov 9 05:29:22 syslog: [25018.253000] Line 0: VDSL2 link down
Nov 9 05:29:24 syslog: [25020.050000] Line 0: xDSL G.994 training
Nov 9 05:29:24 syslog: Clear IP addresses. IP connection DOWN.
Nov 9 05:29:37 syslog: [25033.054000] Line 0: VDSL2 link down

O2 Standard April 2009 - November 2013
Now Sky Broadband Unlimited
Standard User supremetwo
(member) Thu 09-Nov-17 12:41:17
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Re: Flaky Sky fibre unlimited.


[re: Zarjaz] [link to this post]
 
Went through all the internal wiring issues with the non-fibre broadband so no bell wires etc.

Sky Q Router is cabled direct to a latest BT master socket.

Copper wire from BT socket to a fibre cabinet around 1.2km distance.

O2 Standard April 2009 - November 2013
Now Sky Broadband Unlimited
Unlimited Sky fibre from October 2017
Standard User ukhardy07
(knowledge is power) Thu 09-Nov-17 12:44:19
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Re: Flaky Sky fibre unlimited.


[re: supremetwo] [link to this post]
 
When it drops are you getting a message popup saying "your connection has dropped." If your broadband is dropping you should see this during the downtime:

https://pbs.twimg.com/media/C5jiC9-WQAIJUMl.jpg

Do wired devices also stop working?

Edited by ukhardy07 (Thu 09-Nov-17 12:45:38)

Standard User supremetwo
(member) Thu 09-Nov-17 13:02:28
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Re: Flaky Sky fibre unlimited.


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
When it drops are you getting a message popup saying "your connection has dropped." If your broadband is dropping you should see this during the downtime:

https://pbs.twimg.com/media/C5jiC9-WQAIJUMl.jpg

Do wired devices also stop working?


Yes to message.

Wired and tablet stop working.
Tablet is Android so I only get the above message if I'm using Chrome on that.
Sky TV box also shows catch-up unavailable.

O2 Standard April 2009 - November 2013
Now Sky Broadband Unlimited
Unlimited Sky fibre from October 2017
Standard User ukhardy07
(knowledge is power) Thu 09-Nov-17 14:23:14
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Re: Flaky Sky fibre unlimited.


[re: supremetwo] [link to this post]
 
As the message is coming up, and you are in the master as mentioned, call sky and get an engineer visiting. You should never be getting these drops.

Try out the TEST socket before ringing Sky, as a final step.
Standard User supremetwo
(member) Thu 09-Nov-17 14:39:52
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Re: Flaky Sky fibre unlimited.


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
As the message is coming up, and you are in the master as mentioned, call sky and get an engineer visiting. You should never be getting these drops.

Try out the TEST socket before ringing Sky, as a final step.

The connection has been stable from mid-October to early November.

Rang them this morning and Sky are saying there was an issue, presumably at their end, but the particular call centre person was unable to provide details as to what it was and whether or not it is ongoing.

They suggest a hard re-set of the router for now, but I don't think that will help at all.

O2 Standard April 2009 - November 2013
Now Sky Broadband Unlimited
Unlimited Sky fibre from October 2017
Standard User ukhardy07
(knowledge is power) Thu 09-Nov-17 15:46:17
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Re: Flaky Sky fibre unlimited.


[re: supremetwo] [link to this post]
 
If it drops again give them another call. Do you have any fuzziness or noise on your landline?
Standard User supremetwo
(member) Thu 09-Nov-17 16:04:01
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Re: Flaky Sky fibre unlimited.


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
If it drops again give them another call. Do you have any fuzziness or noise on your landline?
No noise that I can hear on the voice line.
17070 voice test says fine.

O2 Standard April 2009 - November 2013
Now Sky Broadband Unlimited
Unlimited Sky fibre from October 2017
Standard User ukhardy07
(knowledge is power) Thu 09-Nov-17 16:18:17
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Re: Flaky Sky fibre unlimited.


[re: supremetwo] [link to this post]
 
Ok stick to reporting as internet issue, they should resolve it soon enough.

First steps they usually replace the router as standard, so I would expect that.
Standard User supremetwo
(member) Sat 18-Nov-17 13:04:27
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Re: Flaky Sky fibre unlimited.


[re: ukhardy07] [link to this post]
 
In reply to a post by ukhardy07:
Ok stick to reporting as internet issue, they should resolve it soon enough.

First steps they usually replace the router as standard, so I would expect that.

Drops continued and a new router arrived yesterday.

Seems better so far.

O2 Standard April 2009 - November 2013
Now Sky Broadband Unlimited
Unlimited Sky fibre from October 2017

Edited by supremetwo (Sat 18-Nov-17 13:05:58)

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