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    Internet disconnects 3/4 times a day

    This is a discussion on Internet disconnects 3/4 times a day within the Sky Router forums, part of the Sky Broadband help category; Hi everyone. My sky internet has been dropping connection for a month or so now. I've had sky for almost ...

    1. #1
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      Tej
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      Internet disconnects 3/4 times a day

      Hi everyone.

      My sky internet has been dropping connection for a month or so now. I've had sky for almost 2 years and the internet has only just started dropping out at random times everyday.

      The green internet light starts flashing orange for about 10 seconds and turns back to green straight after. This happens 3/4 times per day. I've called sky and gone through checks, changed micro-filters etc which hasn't helped very much. Everything is connected through 1 micro-filter. I have 1 telephone socket. I've also checked my cordless phone as I thought it was interfering with the internet when someone called, but it seems to be fine.

      I also play games online and everytime the orange light starts flashing I disconnect which is somewhat frustrating. The internet speed also drops so I have to reboot the router.

      Stats are below:
      Connection Speed10235 kbps796 kbps
      Line Attenuation33.0 db 17.5 db
      Noise Margin 9.2 db 17.2 db

      If this sounds familiar or if anyone can help I'd be very grateful.


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    3. #2
      Scubbie's Avatar
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      Re: Internet disconnects 3/4 times a day

      It sounds like you may have an external line problem or a failing router or router PSU.

      Whilst you have only got the one socket, could you plug everything into the Test Socket behind the faceplate?

      Also swap the microfilter for another. These can and do fail. Those supplied by Sky are not known for their high quality and ability to last for a long period.

      PlusNet Fibre since Jan 2021
      Previously Sky Fibre & Sky BB since 2010.

    4. #3
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      Re: Internet disconnects 3/4 times a day

      Unfortunately I don't have a test socket, I checked whilst I was on the phone to sky.
      I also changed micro-filters a few times but which micro-filter would you suggest I use instead? Nothing too expensive.

    5. #4
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      Re: Internet disconnects 3/4 times a day

      I also forgot to mention that I used my old white sky router for a while and the problem still occurred. I think it may be something to do with my line but sky said it was fine when they tested it.

    6. #5
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      Re: Internet disconnects 3/4 times a day

      Do you live in a block of flats or is the socket an old one?

      Did the person at Sky suggest that they could send you a replacement router?

      As for the microfilter, they cost between 2-10 in the shops.

      PlusNet Fibre since Jan 2021
      Previously Sky Fibre & Sky BB since 2010.

    7. #6
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      Re: Internet disconnects 3/4 times a day

      Quote Originally Posted by Scubbie View Post
      Do you live in a block of flats or is the socket an old one?

      Did the person at Sky suggest that they could send you a replacement router?

      As for the microfilter, they cost between 2-10 in the shops.
      I think it's really old as I live in a semi-detached house.

      The first time I called he said my internet speed was set too high (18 megabits) and this was creating a lot of errors, so he reduced it to 10. But the problem still occurred.
      I called again and was told the CST department would call back, but no one called. I called last week for the third time and I'm currently waiting for the CST department to call me. Just going in circles.

    8. #7
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      Re: Internet disconnects 3/4 times a day

      12-14Mb should be a more reasonable connection for your current line attenuation.

      This has got me thinking now. Sky's DLM process does not tend to set the noise margin below 7dB unless there is a problem.

      I am suspecting that a line problem is apparent and your line attenuation has increased as a result. I can't say what the nature of the line problem is, but it may be within your power to rectify it.

      Whilst waiting for a call from someone in Sky's CST, could you check the wiring within your home and just outside please?

      Do you have a junction box similar to the links below:

      BT 80A Junction Box (3 way IDC to 3 way screw connectors)

      BT 80A RF2 Junction Box (3 way IDC to 3 way screw connectors with RFI protection)

      GPO, PO & BT BLOCK TERMINALS

      Also could you remove the faceplate of your telephone socket and see if there is a yellow capacitor about the size of a AAA battery? If it is there, then this is definitely your master socket.

      PlusNet Fibre since Jan 2021
      Previously Sky Fibre & Sky BB since 2010.

    9. #8
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      Re: Internet disconnects 3/4 times a day

      Quote Originally Posted by Scubbie View Post
      12-14Mb should be a more reasonable connection for your current line attenuation.

      This has got me thinking now. Sky's DLM process does not tend to set the noise margin below 7dB unless there is a problem.

      I am suspecting that a line problem is apparent and your line attenuation has increased as a result. I can't say what the nature of the line problem is, but it may be within your power to rectify it.

      Whilst waiting for a call from someone in Sky's CST, could you check the wiring within your home and just outside please?

      Do you have a junction box similar to the links below:

      BT 80A Junction Box (3 way IDC to 3 way screw connectors)

      BT 80A RF2 Junction Box (3 way IDC to 3 way screw connectors with RFI protection)

      GPO, PO & BT BLOCK TERMINALS

      Also could you remove the faceplate of your telephone socket and see if there is a yellow capacitor about the size of a AAA battery? If it is there, then this is definitely your master socket.

      I checked and it definitely is the main telephone socket.

      The junction box looks a lot like this - http://www.skyuser.co.uk/forum/attac...otector_04.jpg

      The box is in an awkward position so I haven't opened it.

      Do you suggest I open it?

    10. #9
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      Re: Internet disconnects 3/4 times a day

      I would suggest the following:

      Open both the socket & junction box. Take photos showing the insides clearly, especially the wiring.

      Others will be able to help you far better than I, but I suspect that some wiring somewhere needs replacing. It may be the wiring from your socket to the junction box, or it may be between the junction box and the telephone exchange.

      PlusNet Fibre since Jan 2021
      Previously Sky Fibre & Sky BB since 2010.

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