topic Re: Unreliable Router Connection in Broadband

Unreliable Router Connection

AndyG10 — Sun, 28 Jun 2026 06:54:01 GMT

I have switched from BT to Sky in the last six months.

I had no problem with BT except the price!

I have found that, although all lights are green, my devices (TV streamers, phones, laptops) often cannot connect and I have to unplug and replug the router.

Is this normal for Sky? Am I going to have to buy a third party router to solve this, if so, any recommendations?

Thanks

Re: Unreliable Router Connection

caesarome — Sun, 28 Jun 2026 08:51:32 GMT

@AndyG10

When it is working what are the signal strengths like on your devices as a poor signal can cause issues like this.

Re: Unreliable Router Connection

AndyG10 — Sun, 28 Jun 2026 14:04:34 GMT

When it's on it works well.

When it fails, there appears to be a good signal, but nothing will connect to it, just says *connection failed" for example on our phones

Re: Unreliable Router Connection

caesarome — Sun, 28 Jun 2026 15:28:57 GMT

@AndyG10

The next time this happens try running this line test to see if it finds any faults:
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: Unreliable Router Connection

AndyG10 — Mon, 29 Jun 2026 06:56:24 GMT

Thanks, I have made a note of the link, and will report back next time it happens 👍

Re: Unreliable Router Connection

AndyG10 — Sun, 05 Jul 2026 06:31:54 GMT

Hi,

I ran the troubleshooter, and the final answer was to turn the router off and on again!

Re: Unreliable Router Connection

Chrisee — Sun, 05 Jul 2026 06:41:24 GMT

@AndyG10 rebooting any electronic device is a sensible step as in quite a few instances it sorts out issues. Doesn't wotk in every case of course but rebooting a Sky hub causes it to reload its firmware and run a series of checks while restarting. One of those is checking which WiFi channel has the least other traffic so should be the best to avoid interference.

Re: Unreliable Router Connection

AndyG10 — Sun, 05 Jul 2026 07:25:52 GMT

I agree that restarting occasionally is no bad thing, but being forced to every week is not the same. Also, if we happen to be away our home network phone backup software no longer works.

Hence my question about whether this is "normal" for Sky routers and whether people have had to use a third party alternative to resolve what can only be described as a poor quality piece of kit.

Re: Unreliable Router Connection

Chrisee — Sun, 05 Jul 2026 07:53:39 GMT

@AndyG10 it isnt normal I can't remembercwhen I last restarted my hub but it likely to be over 6 months ago. Local mains instability can cause issues as can excess heat but nirmally they just look after themselves. Sky expect a lifecspan of 8 to 10 years

Re: Unreliable Router Connection

Me134 — Sun, 05 Jul 2026 08:17:53 GMT

@AndyG10 wrote:
I agree that restarting occasionally is no bad thing, but being forced to every week is not the same. Also, if we happen to be away our home network phone backup software no longer works.

Hence my question about whether this is "normal" for Sky routers and whether people have had to use a third party alternative to resolve what can only be described as a poor quality piece of kit.

If you have the SR213 as well then it doesn't seem to have a great reputation for wifi. Like @Chrisee I use TP-Link pods for wifi and have my SR213 wifi disabled (I think Chrisee has theirs on a separate SSID for testing purposes). No matter the ISP, I'd always recommend some sort of 3rd party wifi mesh as even if changing ISP, it's just plug and play with no further setup required. The home environment (like everything else) has changed since covid with home BB & wifi almost becoming an essential utility rather than the luxury it was when it was first launched (I'm old enough that there were only two TV channels available when I was born).

Re: Unreliable Router Connection

AndyG10 — Sun, 05 Jul 2026 11:42:46 GMT

So, we have a standard Sky router, not the max.

If I understand what you mean, you use the Sky router into the house, you disable the WiFi connection in the router, and you use the TP-Link technology to provide WiFi into the house?

Any particular reason to disable the router WiFi?

TIA

Re: Unreliable Router Connection

TimmyBGood — Sun, 05 Jul 2026 12:00:27 GMT

@AndyG10 wrote:

Any particular reason to disable the router WiFi?

Because it's preferable to have fewer potentially overlapping RF signals.

Re: Unreliable Router Connection

Me134 — Sun, 05 Jul 2026 13:45:36 GMT

@AndyG10 wrote:
So, we have a standard Sky router, not the max.

If I understand what you mean, you use the Sky router into the house, you disable the WiFi connection in the router, and you use the TP-Link technology to provide WiFi into the house?

Any particular reason to disable the router WiFi?

TIA

Yes, exactly that. If it wasn't for the wife needing the house phone I'd use the TP-Links on their own and put the Sky hub in storage.

As above re. the router wifi, I don't need it and it reduces potential interference. Sitting in my front room right now, as well as my 2 networks showing (I've got a separate MLO network setup on the TP-Links) my phone can pick up other networks from Sky, 2 Virgins, Plusnet & Vodafone. Weedy signals for sure but it can still see them.

Re: Unreliable Router Connection

AndyG10 — Sun, 05 Jul 2026 14:47:44 GMT

Thanks everyone, I will take a look at the TP-Link devices, especially as I already have an extender from them

Re: Unreliable Router Connection

Me134 — Sun, 05 Jul 2026 16:28:22 GMT

@AndyG10 wrote:
Thanks everyone, I will take a look at the TP-Link devices, especially as I already have an extender from them

Be aware that I don't think the Deco's play nicely with the rest of the TP-Link lineup.

Re: Unreliable Router Connection

Alsauba — Mon, 03 Aug 2026 21:29:45 GMT

I'm having difficulty with reliable connection. I'm not fully certified with the level of services offered by sky.

Re: Unreliable Router Connection

Chrisee — Tue, 04 Aug 2026 06:19:19 GMT

@Alsauba if you want help from forum members will have to give details of your issues and run some basic checcks yourself starting with the online service checker in the My Sky app also pist if you are using a partial fibrecservice overca copper phone line or full,fibre connected via an ONT unit on the wall with lights.