There’s nothing worse seeing that your Sky broadband keeps dropping out, but don’t worry, we’ll help you!
As much as people like to think, the fault is not always with the provider. And, in this guide, we’ll give you full details as to how you can fix this.
We’ll go over the complete details of this dilemma from what’s causing this problem to the comprehensive list of steps to resolve it!
To fix the dropping issue of Sky broadband, the first thing you want to do is to restart or power cycle your hub. Then, double-check if all cables used and plugged into the socket are correct. After that, perform a factory reset of the hub, and then change the router’s wireless channel.
Before we dive deep into this, let’s first answer the most-asked question in this fiasco.
There are quite a few reasons as to why this is happening. But, before you try searching up why my Sky broadband keeps dropping out, here are some of the common culprits first:
- Possible network outage/system maintenance
- Faulty Sky broadband hub
- Incorrect cables/wires used to plug into the master phone socket
- Loose cables and wires
It can be any of these, and yes, it could be a tricky feat to identify what the exact problem is.
But worry not, because our guide will give you complete details as to how you can resolve this problem indefinitely.
Unlike all the other guides you’ll come across online, ours will never let you down!
We will discuss everything related to it that could possibly be the reason why the intermittent/continuous dropping of the connection is happening.
The first thing you want to do is to perform a reboot or a power cycle of the Sky hub.
What this does is give the hub a complete refresh without reverting any of its settings.
- While your hub is turned on, take the power out by unplugging it.
- Keep it unplugged for about 30 to 45 seconds.
- Plug it back in again to give it power.
NOTE: Don’t simply press the [STANDBY] button on the hub, make sure that it’s unplugged to drain the loaded energy from the unit.
Wait for about two (2) minutes for the hub to reinitialize.
The next step would involve checking if the cables used are correct, as well as if those are connected and plugged in properly.
Start by checking its connection. What you have to do for this would be to detach each of the cables inserted (except for the power cable). Then, reattach them to their respective ports.
Make sure that the connection is stable and solid, otherwise, the connection will be loose, possibly bringing other problems and dilemmas.
Now, let’s head onto identifying whether the cable you’re using is the correct one or not.
This step is usually indicated on the manual when you first receive your Sky broadband package.
The Sky broadband hub will arrive in a package and will contain two (2) cables: a black cable and a grey cable.
Check the back of the hub that you received and see what colour the label is. If it’s the grey label, use the black cable and connect one (1) end to the wall port, and the other to the purple socket (broadband) on the hub.
If the label is black with a single port, plug in the grey cable to the wall outlet, and the other end to the phone socket on the hub.
NOTE: If you have two (2) ports and your hub has the black label, use the black cable, plugging the white-coloured end into the socket and the other into the purple (broadband) port.
Using the incorrect cable could be the reason why your internet is dropping – it might not be getting the correct reception/signals.
What you want to do next is to perform a factory reset of the Sky hub. Sometimes, cached data and information are the reasons why you’re experiencing slow/sluggish, and even dropping or inconsistent connections.
Here’s how you can perform a complete factory reset of your Sky broadband hub:
- Go near the hub and locate the Reset pinhole button.
- Using a SIM card pin or a paperclip, press and hold the pinhole button.
- Keep pressing until all the lights on the device go off (about 8 seconds).
- Release it when the lights reappear.
Factory resetting the Sky hub will reset everything; it even includes resetting the SSID or the name you’ve set up, as well as the custom configuration settings you’ve set.
After performing a factory reset, try changing the wireless channel of your Sky hub. These are small wireless bands used by the network for transmitting data (sending and receiving).
By default, the wireless channel of the Sky hub is set to Auto.
Here’s how you can change and modify it:
- Access your browser either via your smartphone or your computer/laptop.
- Type in 192.168.0.1 into the address bar, this should open the Sky hub manager.
- Enter the credentials being asked: username and password.
- Once in, navigate to Setup > Wireless Settings.
- From there, you will be able to locate the Channel option.
- Change the WiFi channel by selecting a different one from the dropdown menu.
As per the recommendations of experts, the best and most reliable channels to try include 1, 6, 11, 3, and 9. You can also try out other channels to see what the best one is for you.
NOTE: If you don’t know the username and password, you can find the default ones at the package of the hub.
Lastly, check what frequency of the wireless band you’re using. You can do this by accessing the IP of the hub (similar to step #4) and instead of going to Channels, go to Wireless.
Select either 2.4 GHz or 5 GHz; 2.4 GHz is better if you want to use it for farther distances, while 5 GHz is ideal for better and faster internet in shorter distances.
NOTE: It will usually default on 5 GHz, it will be what you’re using. Change it to 2.4 GHz if you’re experiencing the dropped connections from afar.
Once you’re through with this, you will definitely not have any problems with connection drops any longer! If it’s still not working properly, then it’s safe to conclude that it could be the hub that’s faulty.
Should the troubleshooting steps above not solve your problem, it’ll be best to ring up Sky broadband, letting them know of the situation.
Contact them and inform them that your connection is continuously dropping even after you’ve performed the necessary troubleshooting steps.
NOTE: Inform them of the exact things you did so they know what to expect! It’s also a good way for them to know what other steps they can help you with.
Read Next: Can I Use My Old Sky Box with Sky Q?
If your Sky broadband is dropping out and you’re not sure why, perform a reboot or a power cycle first. After that, check if the cables you’re using are correct before performing a complete factory reset of the hub. Lastly, modify the wireless channel of your hub.
Hopefully, with our guide, you’re enlightened that the dropping issue of your Sky broadband is neither always the hub nor the provider.
Follow our guide and never feel knackered that your Sky broadband keeps dropping out!
Kevin has over five years of experience working in various Tech startups and providing Technical solutions. He has contributed to many Tech publications and websites.