topic Re: Sky Fibre dropping out in Broadband

Sky Fibre dropping out

LH-10 — Mon, 07 Oct 2024 16:05:19 GMT

Hi, I have had superfast broadband with Sky for over 4 years now and on the whole had no problems with connection or wifi connection/distance. I have just had fibre 300 installed 2 weeks ago and SKY say everything is fine on their end on the line, but its constantly dropping out at random points. It's particurly noticeable on work Teams call or watching any form of video on smartphone. I feel I am now paying more and getting a worse service which is highly frustrating, but SKY are blaming it on wifi coverage and are telling me I must pay extra for the boost. I'm at a loss of what to do now, SKY wont send an engineer, and I have 2 weeks left of my cooling off period but ideally I didn't want to leave. Has anybody had similar problems or know anything have anything I could try? Thanks

Re: Sky Fibre dropping out

Chrisee — Mon, 07 Oct 2024 17:45:03 GMT

@LH-10 it is most likely a wifi issue rather than the connection itself you can see for yourself by looking at what the leds on the hub shows when you lose connection see https://www.sky.com/help/articles/hub-lights-explained-start

Has the location of your hub changed when you got full fibre? If it has that could be part of the issue. The best placecforcany. WIFi router is out in the open on a surface aboce obstructions like radiators if the ethernet cable Sky gave you to link to the hub to the ONT is too short you can use a longer one. Download WiFi Sweetspots onto a phone or laptop as that shows the WiFi speeds as you move round the house on real time so you can see where the signal is bad.

Re: Sky Fibre dropping out

LH-10 — Mon, 07 Oct 2024 18:08:12 GMT

Hi @Chrisee ,

Many thanks for your reply. Is fibre different when it comes to distance, as I never had this problem with the same router before it was installed and it's never moved position?

I will keep any eye on it, but I'm not sure what to do if nothing changes

Thanks

Re: Sky Fibre dropping out

Chrisee — Mon, 07 Oct 2024 18:56:57 GMT

@LH-10 full fibre does not losexspeed between the exchange and the ONT so what speed you buy should becthecspeed at the hub unlike broadband over copper where speeds depend on the length of the line, something is distinctly odd if the hub has not changed.