topic Re: Connection problems in Broadband

Connection problems

Southamptonfc — Sun, 07 Apr 2024 22:15:42 GMT

Hi we've had the new fibre glass internet installed around a month ago. And the last 5 days the connection is really poor. On the app says good connection and passes the tests but every device linked is having dipping issues where it dips on and off. That's tv phones iPads and play stations. We ordered the top mbps at 900 but the highest I've seen it reach is around 4/500 which isn't what we are paying for. Could we get some help please. Many thanks

patrick

Re: Connection problems

TimmyBGood — Mon, 08 Apr 2024 09:15:22 GMT

@Southamptonfc

Are the affected devices connected by ethernet cable or WiFi?

Re: Connection problems

Southamptonfc — Mon, 08 Apr 2024 22:46:29 GMT

Well this embarrassing thought this was a message to sky directly lol.
but in answer I think it's WiFi?
phone service with sky has dipped in and out today too

Re: Connection problems

Chrisee — Tue, 09 Apr 2024 06:30:13 GMT

@Southamptonfc the forum isnt a channel to contact Sky themselves it is primarily customer - to- customer support.

Normally full fibre is very reliable however no system is 100% reliable. The lights on your Sky hub are there to tell you what is going on the Internet light and the voice light should always be green if one is amber it indicates an issue outside your home so you need to call Sky to get support.

If all of the LEDs are green then the service to the hub is working and slow devices etc are likely be due to poor connection almost always due to poor WiFi connection.