topic Re: Problems with connectivity in Broadband

Problems with connectivity

Lppc — Thu, 25 Sep 2025 12:25:21 GMT

We have just joined Sky from BT and are experiencing problems with connectivity. The Wifi signal is variable and sometimes drops out. We live in an old cottage and BT supplied us with a booster disc which we used upstairs to improve the signal. Can Sky provide something similar? We are having issues with the computers, TV streaming - and also our electric radiators are unable to connect to the router, so we have no heat. Please could an engineer contact me?

Re: Problems with connectivity

TimmyBGood — Thu, 25 Sep 2025 13:35:09 GMT

@Lppc wrote:

We live in an old cottage and BT supplied us with a booster disc which we used upstairs to improve the signal. Can Sky provide something similar?

Sky loans wireless booster hardware 'free' under the terms of the 'WiFi Guarantee' element of the legacy 'Broadband Boost' add-on and the 'Enhanced Wall to Wall WiFi Guarantee' part of the 'WiFi Max' subscription supplement: they don't otherwise provide or sell boosters except to resolve issues with Sky Q. Phoning Sky to go through a telephone diagnosis is required to have a booster or pod allocated to the account. Inevitably some Sky booster hardware has leaked onto a certain auction site and elsewhere online but Sky won't offer support with using these, and Max pods acquired that way won't work at all.

Confusingly the default 'Wall to Wall WiFi Guarantee' bundled with all new Sky Broadband orders where Boost or Max is not added by the customer doesn't actually provide booster hardware, and is essentially a sales lead generator for the supplements mentioned above plus a one month broadband subscription refund.

Re: Problems with connectivity

TimmyBGood — Thu, 25 Sep 2025 13:36:05 GMT

@Lppc wrote:

We are having issues with the computers, TV streaming - and also our electric radiators are unable to connect to the router, so we have no heat. Please could an engineer contact me?

They won't do so as the result of a forum post.

With a white Max Hub you may need to reduce the wireless security level from WPA3 to WPA2-PSK using the Hub settings in the My Sky app.

Re: Problems with connectivity

Lppc — Thu, 25 Sep 2025 13:51:57 GMT

Thank you for your knowledgeable reply. Is there a dedicated telephone number for technical help, or just a generic Customer Service number?

Re: Problems with connectivity

JimM1 — Thu, 25 Sep 2025 15:31:20 GMT

@Lppc It's the generic number, one does all!