topic Re: Wifi/broadband connection issues in Broadband

Wifi/broadband connection issues

GF21 — Mon, 12 Aug 2024 12:15:09 GMT

Ive tested the wifi and broadband via the My Sky app and it claims all is good. However, i am unavle to do work zoom/teams calls as the video keeps dropping out. My IT department have tested my computer and there is nothing wrong with it. This is a relatively new issue for the last month or so. It has left me unable to work from home. Please advise

Re: Wifi/broadband connection issues

Highlinder — Mon, 12 Aug 2024 12:58:47 GMT

@GF21 When you ran the service checker did you also click on broadband to run that test also?

Re: Wifi/broadband connection issues

GF21 — Mon, 12 Aug 2024 14:27:30 GMT

Hi there. Yes indeed i did and that was checked as "good" also

Re: Wifi/broadband connection issues

Highlinder — Mon, 12 Aug 2024 14:40:25 GMT

@GF21 Black or white router from Sky?

Re: Wifi/broadband connection issues

Mercurio — Wed, 04 Sep 2024 10:49:25 GMT

I am having the same issue as the original poster and have even purchased a new laptop as I had tried all the usual things the internet and sky were telling me to try, but the same thing is happening on this new laptop.

When using ethernet cable is plugged in everything works fine but the ethernet cable is in my husbands office not mine, so I am fully reliant on the Wifi.

We are on the Superfast package, and we have a black router - which I am wondering is whether the router is the issue as its quite old now maybe?

I have the serial number of the router if that is helpful at all.

I cannot see how this thread was resolved so any help would be much appreciated please.

Thanks

Re: Wifi/broadband connection issues

Kimmac1 — Fri, 20 Sep 2024 12:48:12 GMT

Same issues here! Has been fine for 1 month since changing from BT now phones, and laptops cannot connect to WiFi! Sky promised a good service which this is NOT!!!

Re: Wifi/broadband connection issues

i+quiroga — Mon, 23 Sep 2024 10:53:49 GMT

I ran the broadband checker and its said there was a problem. then does a line check s says no problem. The phone is unusable due to noise and the broadband connection keeps going down.

now that sky say all is fine where do i go next.

Re: Wifi/broadband connection issues

JClifford82 — Mon, 23 Sep 2024 11:37:11 GMT

Can someone post the number on here to call from a landline. I got rid of BT and it was the worst decision. I work from home 3 days a week everything is so slow. Even sitting next to the router doesnt help. Wifi on the phones is always bad and takes so long. Ijust need to get an engineer round to tell me whats wrong. I have a wifi extender at the bottom of the stairs (im literally right at the top of the stairs in the office) and its just an awful connection. When i run tests it tells me everything is great and perfect and i can promise you its not. Any help greatly appreciated 🙂

Re: Wifi/broadband connection issues

Purjam — Thu, 07 Nov 2024 08:58:02 GMT

Yep. Checked both

Re: Wifi/broadband connection issues

Kavana1 — Fri, 10 Jan 2025 06:55:01 GMT

Broken

Re: Wifi/broadband connection issues

Chrisee — Fri, 10 Jan 2025 07:19:50 GMT

@Kavana1 if you wantbhelp you would have to give more than one word.

Re: Wifi/broadband connection issues

5franks — Sat, 22 Feb 2025 12:28:00 GMT

I've done all that reset switch the router off done everything this is not the first time this has happened last time there was an issue at the main box. There's a problem on my line somewhere probably at the main box again

Re: Wifi/broadband connection issues

Obelisk — Fri, 04 Apr 2025 17:04:33 GMT

I have a similar issue. Work calls frequently freeze and I need to drop and re-join. Never happen on BT copper . I thought moving to Sky fibre would be an improvement but it's actually worse. I don't see any answers on the thread, just a growing list of people with the same issue!

Re: Wifi/broadband connection issues

Marie114 — Sat, 03 May 2025 22:32:12 GMT

I am having issues connecting to internet. On my open reach box the middle light is red. Tried switching on and off but nothing helping.

Re: Wifi/broadband connection issues

Highlinder — Sun, 04 May 2025 05:43:14 GMT

@Marie114 Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.

After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.

Re: Wifi/broadband connection issues

MaccaPJ — Sun, 06 Jul 2025 22:10:31 GMT

Your issue sounds similar to one I experienced in my previous home and it went on for 6 years, with engineers installing 8 new phone/broadband sockets before an OpenEeach engineer finally identified the fault.

The fault was at the exchange, where the cables had been transposed. Sadly, every time I changed landline/broadband provider, the engineers just changed the connection at the green box but never inspected the cables coming in to my green box connection (that's how the OpenReach engineer explained it to me).

Until t was identified, whenever providers checked the line, it always showed as ok from their end, but I struggled to make or receive phone calls, as they would disconnect and my internet speeds and connectivity were terrible.

After a 20 month complaint, I did receive £1400 compensation from BT /

OpenReach.

Ask your broadband provider to request OpenReach send out a senior engineer to investigate. They have a specific term for these engineers, but it escapes me at the moment, sorry.

I hope it helps and your issue gets resolved soon🤞

Re: Wifi/broadband connection issues

Obelisk — Mon, 07 Jul 2025 10:46:20 GMT

That's good to know, and a useful option to explore. In my case it has settled down to an acceptable level simply by adding another relay.

I'm still struggling a bit trying to understand why the range is limited within a house, but I no longer drop out of work calls and streaming on tv is much improved.

I am not a gamer, so it may not be acceptable for anyone that is. And I live on my own so there isn't any contention from multiple users.

so it is pretty much the simplest set up anyone can have- a single user streaming tv, a phone and a laptop for work calls.

Re: Wifi/broadband connection issues

D9ver — Tue, 05 Aug 2025 07:18:36 GMT

My broadband seems slow 60 download and 9 upload when checked over wifi, main issue tho is it lookes connection with my main sky box which then affects the mini boxes. I use wifi calling on my mobile and calls keep dropping out.

I have phoned in twice and each time go through the same things and was told to wait 48hours for the router to settle in. It's not getting better. I was told on the last call to sky technician to re connect to the router using the option from another provider, can't remember the reason he gave, this has made no differance at all.

I moved back to sky for reliability as I was previously with plusnet, the swich left me with no internet for almost 2 days so all in all a verry bad start. Please resolve this.

Re: Wifi/broadband connection issues

Obelisk — Tue, 05 Aug 2025 12:16:47 GMT

Obviously it depends on the type of service, but it seems slow. I pushed to get an engineer to visit. They have access to much better tools that show your full house network and will id any hot spots. Certainly worth a go.

Re: Wifi/broadband connection issues

D9ver — Tue, 05 Aug 2025 14:14:40 GMT

I am supposed to be on the 500 mbps, so mine is a lot slower, I have been told I have to wait minimum 48hrs so the router can settle in