topic Re: Broadband / WiFi connection dropping with no obvious issues in Broadband

Broadband / WiFi connection dropping with no obvious issues

CarrieY — Thu, 29 May 2025 11:15:03 GMT

For about 3-4 weeks now my phone and laptop randomly drop connection to the broadband (via WiFi). They are both right in front of the router which has 3 green lights constantly.

sky have already sent me a new router which was installed approx 2 weeks ago (last one they said was old). Issues still happening.

yesterday called sky and was told I needed the full fibre installed which is now scheduled but today the issues are even worse with WiFi. Tests show no issues and router stable but I've had no WiFi to any device more often than I've had connection today.

and now the sky WiFi extender has also stopped working and the reset isn't working.

im in utter despair now. Don't know where to turn, send gin!

Re: Broadband / WiFi connection dropping with no obvious issues

caesarome — Thu, 29 May 2025 11:27:32 GMT

@CarrieY

You shouldn't need full fibre installed so have this issue fixed.

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

Re: Broadband / WiFi connection dropping with no obvious issues

CarrieY — Thu, 29 May 2025 11:35:08 GMT

Hi, thanks for your reply. Fortunately (or unfortunately) there are no issues on the line, the connection to my house or the new router. All the tests run show no issues from what I can see and also from what sky can see. They cannot explain why this is happening.

To be fair they've tried the different solutions (including replacing the router which was about 3 years old an no longer supported?) but as the tests show no issues they're at a loss as to what's actually causing the constant drop outs.

It's just bizarre and driving me mad!