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    internet disconnecting/reconnecting

    This is a discussion on internet disconnecting/reconnecting within the Sky Broadband help forums, part of the Sky Broadband help and support category; Hi, Im having a problem with My internet is disconnecting then after roughly 10 seconds reconnecting ( internet light on ...

    1. #1
      rich1308's Avatar
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      internet disconnecting/reconnecting

      Hi,

      Im having a problem with My internet is disconnecting then after roughly 10 seconds reconnecting ( internet light on router goes Solid orange).
      Im using Sky Dlink router.

      Iv had engineers sent and they dont seem to know anything.

      Router Statistics :

      Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
      WAN PPPoA 27791 26537 0 1717 3755 00:00:00
      LAN 0 0 0 0 0 00:00:00
      WLAN 7950180 5104958 0 227717 134032 01:56:26

      ADSL Link Downstream Upstream
      Connection Speed 1856 kbps 448 kbps
      Line Attenuation 56.0db 31.5db
      Noise Margin 15.9db 22.0db


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    3. #2
      Scubbie's Avatar
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      Re: internet disconnecting/reconnecting

      Hello again

      Thank you for posting those stats. It looks like you are not on Sky BB Unlimited, but that you are actually on Sky BB Connect. This may make things a little more difficult to fix your speeds, but not impossible.

      There are a mixture of different exchanges in your area with your dialling code. Please check with SamKnows to see if Sky has any of their equipment in your local exchange, unless you knew you should be on the Connect package. Some do have Sky's equipment, others don't.

      Next could you perform a quiet line test. The simplest way to do this is is by using a corded telephone. Plug it into the Test Socket (located behind the faceplate of an NTE5 Master Socket) and dial '1'. Listen carefully for any crackling or hissing noise.

      If there is any noise present, then call your line provider (i.e. whom ever you pay the line rental to) and ask for them to arrange for someone to repair your line. I know that you have had engineers out already, but if there is still a noise, then they haven't fixed it.

      If you aren't paying Sky Talk for the line rental, please don't mention the BB issues as it will confuse things.

      If everything is quiet, could you plug your router into the test socket and see how things go.

      In any instance, please post back and let us know what is happening.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    4. #3
      rich1308's Avatar
      rich1308 is offline Sky User Member
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      Re: internet disconnecting/reconnecting

      Thanks for reply,

      I tested with the phone and could'nt hear any crackling and the router is now plugged into it.

      If it helps the router was plugged into the test socket once before and the internet would still disconnect/ reconnect so i tried the ADSL V1 faceplate and still same problem.

      I have also had a new router sent this is my 2nd one this did'nt fix the problem and had new filters etc.
      All engineers sky have sent are with BTO and they have told me they are going to replace the equipment at the exchange.

      Im sure my line rental is to Sky, any other info that would help to figure out why my internet keeps disconnecting?

      Edit* SamKnows aint showing up as anything for sky, but sky has told me They are using BT's lines etc

    5. #4
      Scubbie's Avatar
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      Re: internet disconnecting/reconnecting

      Ok, so if you definitely don't have Sky's equipment you are on Connect.

      It may be of interest for you to read this thread regarding Connect: (Unofficial) FAQ - Sky Connect Users

      When you changed routers, did you also swap the grey ADSL lead & PSUs at the same time? If not then now would be a good time to do so.

      The filtered faceplate you were using is a good option to go back to. It sounds like it may be the same model as my own.

      Next time you get a drop in your connection, can you take a screen dump of your connection stat please and post them? If particular interest will be the 'uptimes'.

      This is to ensure that it is the ADSL that is dropping, not the WiFi or Ethernet port.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    6. #5
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      Re: internet disconnecting/reconnecting

      Having a look at that link now and yes i used all the new leads etc what came with the new (2nd) router.

      When the internet next goes down ill get that screenshot for you, could be sometime as it goes off at random times.

    7. #6
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      Re: internet disconnecting/reconnecting

      Quote Originally Posted by rich1308 View Post
      When the internet next goes down ill get that screenshot for you, could be sometime as it goes off at random times.
      No problem. another thing to look at in the mean time is to see whether or not your telephone line goes underground or overhear to a telegraph pole. If it is overhead, could you see if any trees or other objects are close to it and could be blown against it when the wind is blowing.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    8. #7
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      Re: internet disconnecting/reconnecting

      WAN PPPoA 4158 5160 0 1622 15200 00:02:45
      LAN 0 0 0 0 0 00:00:00
      WLAN 9482413 6184880 0 13854733 6896225 00:02:35

      not long went down, it held out for quite awhile though.

    9. #8
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      Re: internet disconnecting/reconnecting

      What's the system up time to go with those figures?

      Andy

    10. #9
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      Re: internet disconnecting/reconnecting

      Looking at those figures, the whole router has restarted.

      If you had a line problem, only the WAN (ADSL) uptime would reset, not the WLAN (WiFi) time as well.

      It might be worth check the power socket that the router is plugged in to.

      If possible I would plug the PSU in to a different socket and see if that makes any difference.

      Also plug a light in to the power socket which you have been using the router in and give the plug a 'wiggle' to see if the light flickers.

      If this is where the problem is, please be very careful about how you go about fixing things.

      Sky Fibre Unlimited Pro: Connected at 80,000 kbps / 20,000 kbps
      Previous ADSL2+ Speed 19999 kbps 1153 kbps, Line Attenuation 17.5 db 6.9 db, Noise Margin 7.5 dB 8.7 dB
      Speedtest: 17.15MB/s 0.97Mb/s Ping 31 ms

    11. #10
      rich1308's Avatar
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      Re: internet disconnecting/reconnecting

      @ andyJG - saw reply late. but the Wan and Wlan are now both on 15hours and the system uptime is showing as 183:24:45.

      @scrubbie - Ok ill try plug router into a different socket and see how that goes.

      Edit* Also im due to have another engineer out tomorrow so ill show him all the replies i got, Hopefully give him a few other idea's to look into.
      Last edited by rich1308; 20-09-11 at 03:47 PM.

     

     
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