topic Re: New router keeps dropping out in Broadband

New router keeps dropping out

Chadders1966 — Wed, 02 Jul 2025 12:10:52 GMT

Hi, I've had sky fibre for a few years now, and I'm overall quite happy, or I was. Sky sent me a new Sky Max hub recently and since then my internet has been sporadic to say the least. I counted 115 losses of internet on Sunday. 115! As I use a Sky Puck for TV this meant watching tv was out, browsing the internet was out. Sky sent an engineer out and he said everything was fine ( if you can say a 9mbps download speed and 1.43mbps upload is fine for fibre). The signal won't even reach 10ft now so I'm pretty much stuck to just using sky in the living room, when it works. To give you some king of idea of the issue, I've dropped signal 3 times writing this. I tried to contact Sky via chat , but broadband chat is available of course. I need someone from Sky to get my speed back to previous levels ( +44 mbps )a router that works, and help getting signal to go further than my front room!

Re: New router keeps dropping out

Highlinder — Wed, 02 Jul 2025 12:18:02 GMT

@Chadders1966 black or white router from Sky?

Re: New router keeps dropping out

Chadders1966 — Wed, 02 Jul 2025 12:19:00 GMT

It's the new white router

Re: New router keeps dropping out

Highlinder — Wed, 02 Jul 2025 12:21:10 GMT

@Chadders1966 What router did you have before the change to the Max router?

Re: New router keeps dropping out

Chadders1966 — Wed, 02 Jul 2025 12:25:03 GMT

It was a black router. I was told I'd need a new router to cope with the higher speeds, but the speed just crashed. I'm realistic, I'm not asking for 400mbps, but to see my speeds and WiFi just drop like this is frustrating

Re: New router keeps dropping out

Highlinder — Wed, 02 Jul 2025 12:33:55 GMT

@Chadders1966 Was this the Sky Broadband hub that you had or was it a much older hub than that?

Re: New router keeps dropping out

Chadders1966 — Wed, 02 Jul 2025 12:35:53 GMT

It was the broadband hub

Re: New router keeps dropping out

Highlinder — Wed, 02 Jul 2025 12:37:01 GMT

@Chadders1966 Which hub is it from the link below.

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

Re: New router keeps dropping out

Chadders1966 — Wed, 02 Jul 2025 12:44:49 GMT

According to that list it's the sky Q hub, although I've never had sky Q

Re: New router keeps dropping out

Highlinder — Wed, 02 Jul 2025 12:46:42 GMT

@Chadders1966 What speed are you supposed to be on is the superfast or ultrafast broadband that you are on?

Re: New router keeps dropping out

Chadders1966 — Wed, 02 Jul 2025 12:52:12 GMT

Superfast

Re: New router keeps dropping out

Highlinder — Wed, 02 Jul 2025 15:14:28 GMT

@Chadders1966 Does the lights on the router change colour when this problems happen and seems they are happening a lot more.

Re: New router keeps dropping out

Chadders1966 — Wed, 02 Jul 2025 15:31:48 GMT

Yep they cycle through red (orange?), green, blue and then white

Re: New router keeps dropping out

Chadders1966 — Wed, 02 Jul 2025 15:33:11 GMT

It's getting worse and worse. My phones 5 g service is a lot better ( and stable)

Re: New router keeps dropping out

Highlinder — Wed, 02 Jul 2025 19:15:51 GMT

@Chadders1966 I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147/

Re: New router keeps dropping out

Chadders1966 — Wed, 02 Jul 2025 19:17:49 GMT

Thank you

Re: New router keeps dropping out

Lisa-P1987 — Thu, 03 Jul 2025 08:00:47 GMT

Thanks for escalating this. We’ve sent Chadders1966 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.