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SKY broadband keeps dropping connection

£0.00 @ Sky Broadband
Hi all Having issues with my sky broadband connection. The connection keeps dropping out every say 15 mins or so for a period of 10-20 seconds. This happens on both wifi on phones and also when …
bbfb123 Avatar
3w, 4d agoPosted 3 weeks, 4 days ago
Hi all

Having issues with my sky broadband connection. The connection keeps dropping out every say 15 mins or so for a period of 10-20 seconds. This happens on both wifi on phones and also when using a powerline adapter on a pc.

We have a 34mb fibre connection and have recently moved address. This problem happened at the old address and the only thing the same at both addresses is we are using the same sky sr102 hub.

I rang sky recently and they did tests and said everything fine, but they sent out a new filter to install which I have done but that's made no difference. Problem I have is the issue happens say once or twice an hour so I can't ring sky and get them to replicate the problem as it's hit and miss.

Anyone know what the issue is here? I'm thinking it's to do with the router but after reading online other people say a new router doesn't resolve the issue.

TIA
Other Links From Sky Broadband:
bbfb123 Avatar
3w, 4d agoPosted 3 weeks, 4 days ago
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#1
Does sounds like the router.

Instead of a powerline, try plugging directly to the router to rule that out (I expect Sky will ask you to do that to rule anything else out).

Wireless would make sense as depending on the amount of devices they can be flaky. But the SR102 is known for overheating and dropping out like you describe.

Try getting a vacuum on the slots at the top, and make sure you stand it up. Otherwise just keep persisting with Sky to have it replaced.

I personally never even plugged my SR102 in when I was with Sky, I used router I purchased.
#2
Had the same issues with sky was fine until i got the new sky Q router kept losing connection after complaining having had engineer come out twice nothing was done. They just wouldnt except the fact it was there router that was faultlt so just left them after the price increase recently.
#3
The generic troubleshooting advice would be to disconnect all devices that directly connect to your telephone circuit and then connect the router directly to the master socket without using any telephone extension cables. A reasonably modern master sockets may have a horizontal joint on its front face to allow you to remove part of the front face to reveal the true master socket connection. By following this procedure you will exclude any effect your equipment may be having on the bb signal - this is crucial if you want to avoid any subsequent engineer visits that may be chargeable if the fault lies with your kit rather than a fault with equipment prior to the master socket.
When you have done this you can monitor the connection logs within your SR102 router. The logs contain date&time info of connections and disconnections and other relevant detail. You can then quote those logs to Sky to support your case. You can access the logs when logged into the router and view the Support tab (example of Support tab screenshot here).
The usual method of logging into the SR102 router is to enter 192.168.0.1 into your browser's address bar (address bar, not search bar), then entering generic login credentials of user = admin and pass = sky. Example here.
#4
Had a similar thing when on talk talk. Only way i resolved it was to use the supplied modem/router as a pure modem in bridge mode and connect it to another router running dd-wrt

This solved the problem of the talk talk system renewing ip lease every 15 minutes, because the dd-wrt router would do it a few minutes in advance and then change once successful. Don't know if yours is the same problem though.

Edited By: cowsindahouse on Feb 02, 2017 22:09: Edit
#5
Can any of you guys recommend a router for me to use with sky? I went to argos and bought a bog standard router but it didn't work with sky, I'm guessing cos it's not cable like Virgin is?
#6
bbfb123
Can any of you guys recommend a router for me to use with sky? I went to argos and bought a bog standard router but it didn't work with sky, I'm guessing cos it's not cable like Virgin is?
You'll need a modem router, not just a router, unless you are looking at using your existing SR102 as a modem-only, which would sorta make it pointless to buy additional kit. You will also likely need your Sky bb username & password, which Sky doesn't (or didn't?) voluntatarily provide, but loads of YT vids on how to extract user&pass via SR102.
#7
bbfb123
Can any of you guys recommend a router for me to use with sky? I went to argos and bought a bog standard router but it didn't work with sky, I'm guessing cos it's not cable like Virgin is?
£39.99 delivered and/or from the high street: https://www.amazon.co.uk/gp/product/B01A9EW46Y and http://www.currys.co.uk/gbuk/computing-accessories/networking/network-routers-and-switches/routers/linksys-x6200-uk-wireless-modem-router-ac-750-dual-band-10143644-pdt.html
#8
I have sky fibre max too. I think that throws a spanner in the works?
#9
Had this problem for about 2 months where broadband would just stop working and go red on router box. Rang sky and they did the tests and showed fine on their end. Two months of this where it wouldn't work from anything from a few minutes to a few hours. Has magically resolved it self this past month. Still thinking of changing though after that nightmare though.
#10
Have you been messing with the settings whilst logged in to the router?

There's a factory reset button on it, have you tried that?

If so, search out a different router. Pop the keywords filter into your account to receive notifications when deals with that word go on offer. There are routers on sale all the time.
#11
It's funny how I read your post earlier & thought my sky broadband has been fine since I joined 2/3 months back. Here I am now with it not working.

It shows my phone is connected but there's no internet instead my browser page says there's some connection issue. Gives three options & as I'm using their router I've selected & gone through the recovery process each time it fails.

I'm not buying any additional equipment no matter what. This ridiculous. Any ideas would be appreciated please?
#12
Getting the same here with a brand new q setup,
#13
I had the Exact same problem with sky. Turned out it was a loose connection in the cabinet.

Try plugging your pc or laptop directly into the openreach box to eliminate the router
#14
Saro
...It shows my phone is connected but there's no internet...
That specific observation reasonably implies that the router's wifi is successfully connected to your phone but the router has no internet connection to relay to the phone. Read and implement the suggestion re master socket and logs in post #3.
#15
AndyRoyd
Saro
...It shows my phone is connected but there's no internet...
That specific observation reasonably implies that the router's wifi is successfully connected to your phone but the router has no internet connection to relay to the phone. Read and implement the suggestion re master socket and logs in post #3.



​thanks mate.
#16
When the connection goes off do you lose any lights on your router?
http://www.sky.com/shop/export/sites/www.sky.com/shop/__12ColImages/sky-hub/YourSkyHub_Mobile.jpg_473654975.jpg

The 2nd light (internet) may go off or start to blink?
Do you use the landline at all? Do you have a phone plugged into it? If so lift the receiver and check for noise (crackle, hiss, buzz). Does the problem get worse with the weather (wind/rain)?
Do you have the correct filter configuration? If you have more than one (in use) socket in the house they need to be filtered.
As mentioned in post 3 if you've done all these steps remove the faceplate of the NTE5 and plug the filter/broadband connection into that. Guide how to do it here https://www.youtube.com/watch?v=9VQNJGhUNHM
I

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