topic Re: Nothing but problems since moving to Ultrafast in Broadband

Nothing but problems since moving to Ultrafast

Ash42 — Wed, 17 Jul 2024 13:54:57 GMT

My wife and I both work from home so decided to go with Ultrfast which was advised by a Sky adviser who assured us it would be perfect and would excel in meeting our needs and devices. From day 1 we encountered problems with WiFi and connection dropping to the point where only one red light lit on the router. Turning the router on and off works but takes far too long, very frustrating especially when in the middle of a conference/teams call. There are four of us in the home and we all have mobile phone issues too with lag and pages failing to load updates crashing. The router is positioned in the middle of the property with plenty of space around it. All devices show strong WiFi signals yet all have issues at some point every day. I would like an engineer to look at the router, and also check the WiFi strength throughout the property because this wasn't done as part of the installation. We are paying more for a service (Ultrafast) that promised so much but is actually worse than Superfast 30. Please help.

Re: Nothing but problems since moving to Ultrafast

Highlinder — Wed, 17 Jul 2024 14:15:51 GMT

@Ash42 Did you change router when changing services with Sky? Which router did you have before changing and which one do you have now with Sky on ultrafast broadband from the link below.

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

Re: Nothing but problems since moving to Ultrafast

Ash42 — Wed, 17 Jul 2024 14:30:35 GMT

Hello Highlinder, I changed from the Sky Q Hub to the Sky Q Hub 4.2

Re: Nothing but problems since moving to Ultrafast

Highlinder — Wed, 17 Jul 2024 14:46:10 GMT

@Ash42 Looking at your post you said it was going all the way down to a red power light does that happen a lot of time when you have these problems?

Re: Nothing but problems since moving to Ultrafast

Ash42 — Wed, 17 Jul 2024 15:10:45 GMT

It's happened at least a dozen times since I had it installed which was the end of May

Re: Nothing but problems since moving to Ultrafast

TimmyBGood — Wed, 17 Jul 2024 17:09:30 GMT

@Ash42 wrote:

I would like an engineer to look at the router, and also check the WiFi strength throughout the property because this wasn't done as part of the installation.

That's because no ISP offers such an installation service: it might be offered retrospectively under the terms of the

'WiFi Guarantee' element of 'Broadband Boost' or the 'Enhanced Wall to Wall WiFi Guarantee' part of the 'WiFi Max' subscription supplement.

Re: Nothing but problems since moving to Ultrafast

Ash42 — Fri, 19 Jul 2024 06:06:38 GMT

Fair enough, but that doesn't help with my issue.

Re: Nothing but problems since moving to Ultrafast

Ash42 — Fri, 19 Jul 2024 06:39:09 GMT

But thanks anyway

Re: Nothing but problems since moving to Ultrafast

Chrisee — Fri, 19 Jul 2024 06:52:39 GMT

@Ash42 the services of broadband enginerrs are not part of Sky'sxstandard package but do come as part of the WiFi bunndle if you cannot achieve the guaranteed 10Mb/s for Superfast ir 25Mb/s for Ultrafast in every room.

Re: Nothing but problems since moving to Ultrafast

Ash42 — Fri, 19 Jul 2024 07:46:56 GMT

Thanks for your reply. I'll try contacting Sky and arrange for an engineer to come and monitor/evaluate the WiFi strength in each room. As for the router problem, there has been no 'single red light' problem for a week now but I will mention this to Sky anyway as I am not confident it won't happen again.

Thanks again for taking the time to help me with this issue.

Re: Nothing but problems since moving to Ultrafast

TimmyBGood — Fri, 19 Jul 2024 08:17:04 GMT

@Ash42 wrote:

I'll try contacting Sky and arrange for an engineer to come and monitor/evaluate the WiFi strength in each room.

As I noted above, they won't do so at all unless you are subscribing to the WiFi Max service in addition to the broadband (just having a Max Hub isn't enough because that's now the default Ultrafast hardware)

If the Max add-on is in place then the default action is to despatch one Max 'pod' (wireless booster) after a telephone diagnosis.

After that, it's up to Sky whether to send up to two more pods, or book a visit, or decline to offer further WiFi support and refund the supplement cost (which is what's actually 'guaranteed')

Re: Nothing but problems since moving to Ultrafast

Ash42 — Fri, 19 Jul 2024 18:53:04 GMT

That's great. Thanks for the info, it's very much appreciated