topic Re: Sky app dropout in Broadband

Sky app dropout

Ell+Brillo — Thu, 05 Jun 2025 09:58:36 GMT

I have just had full fibre 150 installed with the white skymax hub. The WiFi is unable to be used in rooms at 8 meters + from the hub, even the My Sky app drops in and out making the testing processes nearly impossible.The test on sky broadband comes back as speed unknown so I have to use my laptop/phone wifi indicator to try and find speed ,this is non existent at distances above 8 meters.do I need sky to help with boosters to help get wall to wall service which I am sure is in our new contract. Any help would be appreciated.at the moment my phones signal is shown as 1 bar on its indicator.really poor to being unusable.thanks

Re: Sky app dropout

JimM1 — Thu, 05 Jun 2025 10:26:21 GMT

@Ell+Brillo Yes you will need to call them if you do in fact have the Sky Max Subscription addon to get the first stage done in trying to get a booster sent. All the details below and link to find the phone number.

https://www.sky.com/help/home

getting sky max and how to get the pod's
https://www.sky.com/help/articles/sky-wifi-max
https://www.sky.com/help/articles/sky-wifi-booster-what-do-you-need-help-with
https://www.sky.com/help/articles/enhanced-wall-to-wall-wifi-guarantee

Re: Sky app dropout

Ell+Brillo — Mon, 09 Jun 2025 22:08:30 GMT

Thanks for info jimMI, I've spent the last 3 days following up your info regarding WiFi and dropouts. I am indeed paying for my sky max box but can't for the life of me get InTouch with a real person at sky.i keep getting forced into Services tests every time, sometimes I cannot check service because My Sky app freezes during tests with the report of you are offline check status. How can I stop being pushed into this loop and talk to somebody regarding dropout and speed, is anybody at sky monitoring my service checker tests or are they just ignoring the reports. Thanks a lot for your help I don't know the way forward from here.

Re: Sky app dropout

JimM1 — Tue, 10 Jun 2025 05:47:26 GMT

@Ell+Brillo Yes they will be seeing you check and testing, also from the link below in the text incase you missed it.

Your guarantee starts 14 days after your Sky Broadband and Sky WiFi Max are activated. It’s so we can test your line for the best performance first.