topic Re: Broadband speed slow around house in Broadband

Broadband speed slow around house

Gavala — Thu, 29 Feb 2024 14:38:21 GMT

Had Sky Broadband installed a couple of months and not getting the best signal through the house I was previously with EE Fibremax 100 and never had any problems I swtiched to sky 145 who said it was faster than my previous Broadband but realy struggle in parts of the house, The router is located and the front of the house it is a direct line of site into the rear lounge no walls only two possible doors which are nearly always open yet whenever I try and stream a seris or live tv I get contact whirling, General signal on laptop and mobile is also poor, Really hard to speak to anyone at Sky also just wondered what my options are.

Re: Broadband speed slow around house

jamesn123 — Thu, 29 Feb 2024 14:54:27 GMT

Hi @Gavala

Please start by posting your router stats

Re: Broadband speed slow around house

Gavala — Thu, 29 Feb 2024 15:41:32 GMT

Thanks for reply, Apologies how do I post my router stats?

Re: Broadband speed slow around house

jamesn123 — Thu, 29 Feb 2024 15:41:58 GMT

@Gavala

Click the link in my post it explains how

Re: Broadband speed slow around house

Gavala — Thu, 29 Feb 2024 15:51:23 GMT

Is this the info needed?

Broadband Connected

WiFi Enabled

WiFi Network Name (SSID) SKYVR88E

WiFi Network Visible Yes

Current WiFi Channel (2.4 GHz) Ch 11 @20MHz (5 GHz) Ch 36 @80MHz

WiFi Encryption WPA2-PSK

VoiceConnected

Re: Broadband speed slow around house

Highlinder — Thu, 29 Feb 2024 16:54:16 GMT

@Gavala You need to follow the directions to the end and should see what is shown in the picture in the link that was posted.

Re: Broadband speed slow around house

Gavala — Thu, 29 Feb 2024 17:47:09 GMT

System Up Time: 208:44:01

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN WANoE 27155790 61538517 0 1828 3058 208:42:08 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 55106240 9276470 0 1309642 39646 208:42:51 WLAN (5 GHz) Up 68769413 18163743 0 0 0 208:42:17

Broadband Link Downstream Upstream Connection Speed 159900 kbps 30000 kbps

Re: Broadband speed slow around house

Gavala — Thu, 29 Feb 2024 17:53:58 GMT

Re: Broadband speed slow around house

jamesn123 — Thu, 29 Feb 2024 17:58:16 GMT

@Gavala

For starters I would give your hub a reboot.

Your stats indicate most of the usage is coming over the 2.4ghz band which suggests your devices are mostly out of range of the 5ghz frequency which is more reliable. You may need to look at getting boosters or a 3rd party mesh system.

Re: Broadband speed slow around house

Gavala — Sun, 03 Mar 2024 20:10:52 GMT

Thank you for your reply.I have re booted the router and still just as bad, Its annoying if I have to pay more for a extender or anything like that as its a straight run from the hall way to the conservatory at the rear of the property and it's no different to when I had EE 100 fibremax and Sky stated their new 145 was quicker and yet I had no trouble with EE so very frustrated as cant watch any live sports now.

Do I need to phone sky with this fault or can I do this online?

Re: Broadband speed slow around house

jamesn123 — Tue, 05 Mar 2024 11:01:44 GMT

@Gavala

You can phone or we can escalate your post to chat on the forum if you prefer.

Re: Broadband speed slow around house

Gavala — Tue, 05 Mar 2024 11:05:27 GMT

Thank you very much if you can escalate that would be great.

Re: Broadband speed slow around house

Lisa-P1987 — Tue, 05 Mar 2024 11:23:07 GMT

Hi there @Gavala , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Broadband speed slow around house

Gavala — Tue, 05 Mar 2024 17:50:09 GMT

Hi Lisa,

I have lost the char session with the sky agent?

Re: Broadband speed slow around house

Gavala — Mon, 11 Mar 2024 15:14:24 GMT

Hi Lisa,

I have lost the chat session with the sky rep, They stated I would be sent a WiFi extender but have not received anything as yet and can't get back to the chat session.

Many Thanks

How to return to escalated chat

Gavala — Wed, 13 Mar 2024 12:52:38 GMT

Hi,

I had a chat escalated over a week ago regarding my WiFi around the house, I was chatting to someone from Sky after it was escalated, They were sending out a WiFi extender to see if this resolved the issue and catching up with me on Monday to see if it had worked.

Not heard nothing I've not received the extender and no one has contacted me?

Is there a way to reconnect to escalated chat session as the sky rep said the session would remain open?

Re: How to return to escalated chat

Daniel0210 — Wed, 13 Mar 2024 15:38:41 GMT

@Gavala

To see if they can offer any update I’ve re-escalated your post to Sky and the Messaging Team should contact you again later. Your other thread has been removed.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: How to return to escalated chat

Addie15 — Wed, 13 Mar 2024 16:18:55 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Gavala.

Re: Broadband speed slow around house

Gavala — Thu, 14 Mar 2024 12:48:20 GMT

Hi Lisa,

This is getting me no where fast I am sorry, I have spoken to the Sky Employee that it has been escalted to for a second time they say I don't have a boster package that goes through walls etc, I explained that when I was speaking to the previous Sky employee and sent images of where the router was along with tests no walls are between the router and the lounge at the rear of the property it is a straight run, The sky employee stated they had ordered me an extender or booster not sure which had been applied to my account but a credit was then applied and catch up with me on monday when I had received it to make sure it was working and run more tests and recevied nothing and no contact back so this new chat is stating I need to pay extra for something when the problem is not even solved. I didnt have this drop out signal with previous supplier?

Re: Broadband speed slow around house

Daniel0210 — Thu, 14 Mar 2024 12:51:25 GMT

@Gavala

Rather than update this thread you need to reply on the chat invite that was sent yesterday and should remain active until tomorrow afternoon at the earliest.