Internet continually going off for hours

[Anonymous User]

I’ve been with Now TV for 8 months - mysteriously 3 months ago my internet light on my hub 2 started going off, and it’s got worse and worse where now it’s off for most of the day, and every evening for most of the evening.

its driving me nuts - we’ve had 7 engineers out, all doing the same checks and routines and not solving the problem. I can’t even count the number of minutes I’ve spent ringing now tv and being on hold - I’m actually losing my mind.

i live in a block of flats and no one else has been complaining of any issues - but Now Tv are just doing the same bloody checking routines with the engineer and not solving the problem. 

Due to leave them for BT at the start of June hoping that they can do a much better job at solving the issue - sky even said they’d get someone to call me to arrange an electrical engineer to check the cables in the flat - no one called and I even called Now Tv who haven’t even addressed the issue. 

Has has anyone else had continual internet problems? What have you found as the solution? I’m honestly considering just tampering with things myself but have no idea where to start.

[RoyB]

@Anonymous User 

7 engineers - Sky/NowTV or Openreach?

You need both, an Openreach one to check from the master socket back to the exchange, and a Sky/NowTV one to check from the master socket forward to the router, and check the router itself.

How many replacement routers have you had?

Have you tried a third party router to see if that holds up OK?

Going BT may just be jumping out of the frying pan into the fire; BT supplied me with a faulty Home Hub, never diagnosed a fault with it, spent ages on the telephone wiring, even replaced my initial, elegant, Master Socket with a huge galumphing thing that sticks out twice as far from the wall.

Finally did agree to send me a new Home Hub, by post, five days to wait. To maybe just hit the same fault all over again.

Well, b*gger that. I just went down to Curry’s, got a Netgear Nighthawk, set it up, the BT line was actually fine, and have never looked back.

[Anonymous User]

Thanks for the reply,

We’ve had 3 routers all of them have the same issue (our original one holds up better than the other two) - haven’t tried a third party one, if we have the same issue with BT might try that idea I never considered that.

All engineers at the moment have mainly been Openreach but recently we’ve had two sky ones out - initially there was an issue with the line outside, now it’s flagging as an internal issue. All our internet sockets both inside the flat and outside the flat have been changed multiple times and we still get drop outs.

Have a ‘specialist’ engineer coming out Tuesday, although we had a ‘specialist’ openreach one just on Monday, who said sky would be in touch, and they still haven’t called me.

It just feels like they all go through the same troubleshooting, fix it for a day and then the issue starts again - absolutely nightmare!

Will definitely try and third part router idea though - would we have to update the firmware on their ourselves if we went down that route?

Thanks!

[RoyB]

Hi @Anonymous User 

You would just have to do with NowTV what I did with BT when I put the Netgear router in; get a couple of values that are preprogrammed into the ISP-supplied router, but which need to be input on a third party one. This is very straightforward, and NowTV will know which values they are, and in what fields they should be typed in.