topic Re: Sky Stream dropping from wifi in Sky Stream

Sky Stream dropping from wifi

JoshT83 — Mon, 01 Sep 2025 07:52:39 GMT

Hello, my new broadband is causing issues as several devices around the house including my sky stream connection regularly drops off and is getting worse, first the voice audio control on the stream remote only worked intermittently and now the stream box regularly drops from the WiFi and I get black screen sometimes with audio and no picture and other times a black screen and no audio. I have to turn my tv off at the wall and therefore the sky stream box too and restart, this shouldn't be necessary. The router is free from obstacles and positioned only 1-2m away from where the old Virgin router was. The engineer decided that due to the sensitivity of fibre wires it was best it didn't not go round corners despite the virgin one working perfectly well for being set up that way. Not sure if this is the issue as it's not totally central but I question the power of the WiFi if it cannot reach a room barely 10m away through glass doors. My wife's work laptop, a MacBook struggles to consistently get connection. I would therefore like to log a fault if I had the means to do so.

Re: Sky Stream dropping from wifi

JimM1 — Mon, 01 Sep 2025 08:00:23 GMT

@JoshT83 Say what sky hub you have got installed and the service type, link below about the hubs!

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

Re: Sky Stream dropping from wifi

JoshT83 — Mon, 01 Sep 2025 08:29:58 GMT

Have uploaded a photo -

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All the diagnostics offered have been performed to no avail.

I don't have a wifi range extender but don't believe this should be necessary. My previous sky internet did not need one in the same home and it wasn't fibre.

Re: Sky Stream dropping from wifi

JimM1 — Mon, 01 Sep 2025 08:45:05 GMT

@JoshT83 Photo did not attach, do you have the White Sky Max hub, or the Black Sky Broadband Hub as supplied to you!

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Re: Sky Stream dropping from wifi

JoshT83 — Mon, 01 Sep 2025 08:49:36 GMT

Sky Max Hub, the white one.

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