topic Re: WiFi connection keeps dropping when on Zoom calls in Broadband

WiFi connection keeps dropping when on Zoom calls

Sausage18 — Fri, 25 Oct 2024 08:45:56 GMT

I have had FTTP for a while with 3 providers, Sky is the 3rd. It's the only one where my wifi connection keeps dropping when on Zoom calls. It's embarassing and unprofessional and colleagues are getting p*ssed off now. This ONLY happens with Sky. The router and my Laptop are in exactly the same locations as they were with the other two providers. I tried to split the frequencies so I was ONLY using 2.4Ghz which is better for the longer reach - Sky don't even let you do this!

This will need fixing asap or I'll have to cancel my contract that I'm just a couple of months in.

I don't want ethernet, my laptop doesn't have a port and I had no issues with the previous two ISPs.

Thanks in advance.

Re: WiFi connection keeps dropping when on Zoom calls

Highlinder — Fri, 25 Oct 2024 13:15:50 GMT

@Sausage18 Do you have the Sky broadband Max subscription?

Re: WiFi connection keeps dropping when on Zoom calls

Sausage18 — Fri, 25 Oct 2024 14:44:31 GMT

Hi, no I've got one of the mid range packages. 500mpbs or similar.

Re: WiFi connection keeps dropping when on Zoom calls

Highlinder — Fri, 25 Oct 2024 15:13:09 GMT

@Sausage18 Do you have a black or white router from Sky?

Re: WiFi connection keeps dropping when on Zoom calls

Sausage18 — Fri, 25 Oct 2024 17:14:54 GMT

White one, we've only had it a couple of months. I understand with this version I can't get router stats, but I may be wrong.

Re: WiFi connection keeps dropping when on Zoom calls

Highlinder — Sat, 26 Oct 2024 14:19:16 GMT

@Sausage18 Do you get the Sky broadband Max subscription with your broadband?

Re: WiFi connection keeps dropping when on Zoom calls

Sausage18 — Tue, 29 Oct 2024 20:29:04 GMT

No help from Sky? Isn't this how you get Sky to fix an issue? or is there another way?

Re: WiFi connection keeps dropping when on Zoom calls

Sausage18 — Tue, 29 Oct 2024 20:39:38 GMT

No idea I'm afraid. It's 500mbs so that doesn't sound like 'max'

Re: WiFi connection keeps dropping when on Zoom calls

Chrisee — Wed, 30 Oct 2024 07:48:53 GMT

@Sausage18 Sky's WiFi Max is an add-on product Sky offer and is explained here https://www.sky.com/help/articles/sky-wifi-max if you have bought it you can get the extra equipment if it is required.

Re: WiFi connection keeps dropping when on Zoom calls

Sausage18 — Wed, 30 Oct 2024 09:22:31 GMT

I don't think I have that. But Sky ought to work as the 2 previous setups were fine.

How do I contact sky support? All roads led me here. Is there another way to reach them?

How to get technical support?

Sausage18 — Thu, 31 Oct 2024 11:26:51 GMT

I assumed tech support responded to questions on here but it seems not. How do we actually get technical support from Sky for faults? Thanks.

Re: How to get technical support?

Daniel0210 — Thu, 31 Oct 2024 11:36:30 GMT

@Sausage18

Perhaps if you explain the technical issue someone on here may be able to help you. If not, you can call Sky free by dialling 150 from a Sky Talk landline or a Sky Mobile, alternatively you can use:
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ and it provides a 0333 number.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ and it provides a dedicated 0818 ROI number.
(The forum doesn’t allow us to type the numbers in full).

You will find that similar to calling other large companies the start will be automated which may also try to send you here to the forum. Stay on the line as long as possible and don’t hang up. If necessary say nothing when the automated system asks you what your call is about as it should then route your call into a queue for the next available agent.

Re: How to get technical support?

GD1 — Thu, 31 Oct 2024 12:03:44 GMT

@Sausage18 Your other thread has been merged to this one.

You can call on 150 from a Sky Talk Line or Sky Mobile.

If you haven't got a current Sky Mobile or Sky Talk this link should help:
(UK) https://www.sky.com/help/home Scroll down and click on ‘Need more help’ and it provides a 0333 number
(ROI) on the same link change the flag in the very bottom corner to the ROI flag to obtain an 0818 number.

Stay on the line and don’t hang up if prompted to. Apparently the quieter times to ring are just after 7am or about 9pm.

Re: WiFi connection keeps dropping when on Zoom calls

Sausage18 — Thu, 31 Oct 2024 19:49:34 GMT

Thank you. Must have missed the phone number.