topic Re: Internet access drops off in Broadband

Internet access drops off

Dee661 — Fri, 08 Nov 2024 08:08:48 GMT

We have the guaranteed 150 Mb service and during video calls the connection is very poor and often disconnects so the video call is dropped.
we are paying to have a service that is guaranteed to work and it isn't. Please help to resolve this as it is impacting our ability to contduct our work.

Re: Internet access drops off

jamesn123 — Fri, 08 Nov 2024 09:25:53 GMT

Hi @Dee661

What kind of device are you using to make these video calls? How is it connected to the hub?

Re: Internet access drops off

Dee661 — Fri, 08 Nov 2024 09:47:12 GMT

It is a new HP laptop running Teams on Windows. It is connected directly to the router via 6e Ethernet cable.

Re: Internet access drops off

jamesn123 — Fri, 08 Nov 2024 09:49:59 GMT

@Dee661

Okay that sounds like an optimal connection. Which Sky hub do you have?

Re: Internet access drops off

Dee661 — Fri, 08 Nov 2024 11:05:07 GMT

It's the Sky WiFi Max hub.

Re: Internet access drops off

jamesn123 — Fri, 08 Nov 2024 11:07:51 GMT

@Dee661

Okay, I assume the line check in the My Sky app comes back okay?

I think you'll need to contact Sky and report this as an issue as it should not be happening over ethernet. I take it the ethernet cable is direct to the hub, not through anything like powerline or a booster?