topic Re: Sky hub/WiFi issues in Broadband

Sky hub/WiFi issues

tangobunny — Tue, 11 Nov 2025 14:57:15 GMT

Been having problems with WiFi dropping and no connection for a few weeks. Reported the problem and Open Reach engineer came out on 30/10/25 changed the box on the wall and everything was showing as working. He did say wasn't ideal with a wired connection to the hub so tried to connect the hub to the SkyQ box wirelessly but it just wouldn't connect. He said the problem might be with my hub. Literally an hour after he left the WiFi dropped off again and several times that evening so reported fault yet again.

Another engineer called 6/11/25. Replaced the exterior telephone line and interior plus another new box. Everything showing as working green lights on his testing equipment. Following day lost connection about 6 times. Tried ordering a new hub but shy says I have the latest model which is up to date. I've had emails and text messages saying they have tried to call me but phone hasn't rung and no missed calls from them. Email messages go unanswered. So what else can I do. I don't want to ring them as you never get to speak to someone who seems to know what I'm talking about and twice they have said they will book me a call out but every time it's with Open Reach and I don't see the point in yet another engineer coming out

Sorry for long post

Re: Sky hub/WiFi issues

jamesn123 — Tue, 11 Nov 2025 16:24:42 GMT

Hi @tangobunny

Just to clarify, have you checked it is the actual line dropping? When you notice the drops to your WiFi, are any lights on the hub changing?

Re: Sky hub/WiFi issues

tangobunny — Tue, 11 Nov 2025 16:50:31 GMT

Yes the Internet light is orange and sometimes the WiFi light is also orange

Re: Sky hub/WiFi issues

jamesn123 — Tue, 11 Nov 2025 16:53:21 GMT

@tangobunny

Okay which Sky hub do you have? https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have

Re: Sky hub/WiFi issues

tangobunny — Tue, 11 Nov 2025 16:58:37 GMT

Sky broadband hub not a sky Q hub even though I have Sky Q

Re: Sky hub/WiFi issues

jamesn123 — Tue, 11 Nov 2025 17:01:39 GMT

Hi @tangobunny

Can you please follow this guide and post your hubs stats

https://helpforum.sky.com/t5/Broadband-Talk/How-to-read-your-Sky-Hub-statistics/ba-p/3645346

Re: Sky hub/WiFi issues

tangobunny — Tue, 11 Nov 2025 17:10:21 GMT

Re: Sky hub/WiFi issues

jamesn123 — Tue, 11 Nov 2025 17:14:11 GMT

Hi @tangobunny

Those arent your stats, please follow the instructions to the end.

Re: Sky hub/WiFi issues

tangobunny — Tue, 11 Nov 2025 17:22:55 GMT

Re: Sky hub/WiFi issues

jamesn123 — Tue, 11 Nov 2025 17:41:01 GMT

Hi @tangobunny

Your stats do prove there is a line issue as your line is fairly short so should achieve the full 80mbps but the noise margin is raised to limit it to 74mbps because of a line problem.

Unfortunately all you can do is keep calling Sky about it so they can send an engineer out to see if they can find the source of the issue

Re: Sky hub/WiFi issues

tangobunny — Tue, 11 Nov 2025 17:57:25 GMT

Thank you for that I will try yet again

Re: Sky hub/WiFi issues

JimM1 — Tue, 11 Nov 2025 19:56:07 GMT

@tangobunny Run the linked speed test below, look at it closely it is an intensive test, ping returned up and down and packet loss.

With the noise reported on your stat's think this test will show it up, your wan. will be dropping like a yo-yo at times.

https://speed.cloudflare.com/