topic Re: Poor service in Broadband

Poor service

Amanda199 — Fri, 18 Oct 2024 01:00:25 GMT

Not receiving guaranteed broadband speed. WiFi keeps dropping and devices are disconnecting, unable to reconnect. WiFi test results state that there is an issue and then further tests say WiFi is good. The router light blinks yellow then green then yellow again. Also unable to manage my hub on my Sky app as does not appear in products. When it does appear it states the hub is setting up. I have had this router for weeks. Does anyone know what will help?

Re: Poor service

Chrisee — Fri, 18 Oct 2024 06:44:12 GMT

@Amanda199 you can check the speed to your hub by going into the service checker in the My Sky app and clicking in the broadband link, if the spedd to your hub is closexor below the guaranteed speed fir your line then the app should offer to book a check by an engineer. Speeds measured on a devices connected by WiFi are not guaranteed.

From your description it sounds lije you have a black Sky hub which are managed via their web interface not through tge My Sky app. If your broadband is delivered over a copper phone line rather than full fibre it is likely your disconnections are being caused bybthe recent very heavy rain. You can call Sky and seecwhat they say but Openreach will only acceot faults when the automatic systems managing the connection cannot stabiliise thecconnection without lowering speeds below tge minimum for your line.

Re: Poor service

Amanda199 — Fri, 18 Oct 2024 12:28:55 GMT

I have a white hub. I am unable to test speed now as it states there is an issue with my WiFi.