topic Re: Awful internet stability AFTER having fibre broadband installed in Broadband

Awful internet stability AFTER having fibre broadband installed

Stuart24803 — Mon, 12 Aug 2024 11:49:34 GMT

We've recently (1 week ago today) switched to Fibre broadband and ever since the internet stability is shocking. It has dropped over 12 times in the past week, previously it never went down once!

The only way to get the internet back is to power off the Fibre wall box and occasionally we have to reboot the Router too.

Sky service status shows no issues ever!?

I'm at the point of thinking I should just cancel and go back to DSL as I work from home and cannot afford this level of awful stability.

Any advice or pointers before I just terminate?

Re: Awful internet stability AFTER having fibre broadband installed

Chrisee — Mon, 12 Aug 2024 11:51:18 GMT

@Stuart24803 full fibre is normally far more stable so something is wrong it could be a faulty ONT unit or Sky hub either way talk to Sky. To make thst simple I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

Re: Awful internet stability AFTER having fibre broadband installed

Stuart24803 — Mon, 12 Aug 2024 11:52:53 GMT

@Chrisee thank you!

Re: Awful internet stability AFTER having fibre broadband installed

Lisa-P1987 — Mon, 12 Aug 2024 12:24:15 GMT

Thanks for escalating this. We’ve sent @Stuart24803 an invite to chat.

Re: Awful internet stability AFTER having fibre broadband installed

Stuart24803 — Tue, 13 Aug 2024 05:13:58 GMT

@Lisa-P1987 - we had the internet go down twice again last night so whatever changes/tests were done have not worked!

Can you please escalate this ASAP. I never had any issues before the Fibre installation

Re: Awful internet stability AFTER having fibre broadband installed

Stuart24803 — Tue, 13 Aug 2024 12:22:06 GMT

Hi, can I get an update on this please? Internet has dropped again this morning!

Re: Awful internet stability AFTER having fibre broadband installed

Highlinder — Tue, 13 Aug 2024 13:47:39 GMT

@Stuart24803 Are you interacting with the private chat you have open with Sky?

Re: Awful internet stability AFTER having fibre broadband installed

Stuart24803 — Tue, 13 Aug 2024 15:01:55 GMT

@Highlinder - no I've not, since I closed the chat yesterday I cannot see a link in this thread to restart it?

Re: Awful internet stability AFTER having fibre broadband installed

Highlinder — Tue, 13 Aug 2024 15:07:47 GMT

@Stuart24803 Is there nothing in my messages on the forum, this can be found clicking on your avatar showing the mail icon and an email is normally sent.

Re: Awful internet stability AFTER having fibre broadband installed

C.Reilley — Sun, 25 Aug 2024 04:20:32 GMT

We have been on full fibre with Sky for months now and had numerous outages, with a new router which has made no difference and last night it dropped out again, requiring a Router re-start. Previously it has been more difficult to trace as it has occured during normal sleeping hours. SKY has got some explaing and retribution to do, I would suggest

Re: Awful internet stability AFTER having fibre broadband installed

Chrisee — Sun, 25 Aug 2024 05:49:18 GMT

@C.Reilley loss of connection overnight is modt commonly due to essential network maintainance modt hubs reconnect automatically not surexquite why yours didn't but no ISP can or will gusrantee 24/7 connectivity.

Re: Awful internet stability AFTER having fibre broadband installed

Stuart24803 — Wed, 04 Sep 2024 15:45:16 GMT

Still having loads of issues - Sky fibre is rubbish!!

Just had it drop twice in the middle of client calls.

SKY SORT THIS OUT!

Re: Awful internet stability AFTER having fibre broadband installed

Mollyme — Sat, 26 Oct 2024 22:10:43 GMT

We had full fibre fitted last Thursday and it's been awful Dropping out all the time Technical problem when watching Tv and weak security on the WiFi It's the worst thing we've done I hate it

Re: Awful internet stability AFTER having fibre broadband installed

Chrisee — Sun, 27 Oct 2024 07:45:56 GMT

@Mollyme unless you have changed the WiFi security yourself the WiFi connection to a Sky Max hub is set to WPA3T which is considered to be highly secure so I am unsure as to why you think it isn't.

Full fibre is normally very reliable unless there is a faulty connection does the ONT box on the wall show a red light when the connection drops? If it does then call Sky as the fibreconnection needs to be checked by an Openreaxh engineer. The weld between the pigtail cable and the fibre from the road can be dodgy and need to be redone. If the lights remain green it is working properly

Issues with watching TV are most often down to poor WiFi signal in your home which can happen if the location of the hub has changed when the fibre was fitted. You can use a longer ethernet cable between the ONT and the hub so the hub is out in the open etc. WiFi problems are very common and to get sufficent signal in all rooms often requires use of more than the single Sky hub as the layout and type of construction of homes vary enormously.

You have a 31 day cooling off period but if stuck do raise the issues with Sky if they cannot fix them in thst period you can leave without penalty

Re: Awful internet stability AFTER having fibre broadband installed

Mollyme — Sun, 27 Oct 2024 09:50:56 GMT

This is what my WiFi security says We haven't changed anything , just had the new fibre installed What do we do to change it from WEP to WPA3 ?

Re: Awful internet stability AFTER having fibre broadband installed

TimmyBGood — Sun, 27 Oct 2024 10:03:58 GMT

@Mollyme wrote:

What do we do to change it from WEP to WPA3 ?

Your Hub will not be using WEP: that's a mistaken identification on the part of the (Apple) operating system producing the message.

For a white Max Hub the wireless encryption level is set in the My Sky app.

Re: Awful internet stability AFTER having fibre broadband installed

C.Reilley — Sun, 27 Oct 2024 13:32:36 GMT

To Sky Superuser Chrisee.

I was quite surprised to see an email which arrived today referring to your Post reply relating to my Post of the 25th August 2024.

Firstly I have never suggested that Sky or, for that matter, any other Internet Provider would “gusrantee 24/7 connectivity”. It would seem that Sky do not guarantee anything. Having said that it would be helpful to know just how many outages over a given space of time would prompt action on their behalf and how a User can check these.

With regard to “essential network maintenance”, are you suggesting that such work has been ongoing since August this year and it will be contentious for ever more? Or, are me and all the other users, who have reported the same problem going to get a nice Christmas compensation offer from Sky for this poor service?

By the way “If someone has helped give them Like” are there any on this subject?

Re: Awful internet stability AFTER having fibre broadband installed

ClaretsMandy — Thu, 19 Dec 2024 04:40:00 GMT

I've just got the same problem. Just had fibre installed and the Internet has dropped down to two bars and the upstairs TV is pixilating . Hubby works from home, so I hope it's resolved quickly.

Re: Awful internet stability AFTER having fibre broadband installed

Chrisee — Thu, 19 Dec 2024 08:31:04 GMT

@ClaretsMandy assume you are referring to the WiFi network indicator on your device? If so it sounds like that the WiFi signal strength in is low in the location you tested. WiFi signals lose strength as they pass through solid objects the more dense the more strength lost. Every home is different as the layout and how the home is built varies.

First thing to check is whether the hub is in the best location when full fibre was installed the hub may have been moved if it has make sure it is out in the open and on a surface above obstructions like radiators. You may need a longer cable from the ONT box on the wall to the hub thst is a simple ethernet cable you can buy most anywhere you dont need anything special.

Did Sky change the hub when you upgraded the full,fibre, if you now have a white hub and have Sky Q boxes then these no longer act as wifi extenders which catch some people out. Sky will supply new extenders as part ofvthe WiFi Max bundle see https://www.sky.com/help/articles/sky-wifi-max but its worth calling them if the wifi is worse since the upgrade.

Re: Awful internet stability AFTER having fibre broadband installed

TBaillie — Wed, 24 Sep 2025 16:06:45 GMT

We had fibre installed yesterday and we've been having issues ever since. They're sending a new mini box as they think that's an issue (even though it was fine before the engineer arrived). We now have intermittent internet connection which has never been an issue before installation. It's SO difficult to get any answers from sky and I am tired of rebooting the devices and checking connections that worked perfectly fine BEFOREHAND. I've already had to rearrange delivery if the new box because I need to be home to swap the old 'faulty' box. Biggest mistake ever.