Broadband keeps knocking off

[matthew+m]

Broadband keeps knocking off on mobile devices, smart tv and Playstation the smart tv and Playstation both have ethernet cables going into them so should be getting strong connection to the router but after either streaming a program on the TV or playing online on the Playstation the internet knocks off but the Hub is still showing all the internet is still on and the only way I can get the connection back again is by switching the router off and on again I'm now thinking the router itself needs replaced. 

[cookiemonsteruk]

@matthew+m 

Can you post your router as below to see if there are any external factors

https://community.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[AngrySkyQCustomer]

I am having same issue at present. Has been going on for 11 days now & no sign of anything being done about it. I have wasted about 6hrs on phone to Sky in total, being guided through the same resets & procedures each time, resulting in connection being resumed for approximately 30 seconds, then it drops out again. When I check online, I apparently have a strong connection & no known issues. Staff @ Sky tell me the same. My sky Q box wont even connect to the Sky Q hub for more than 30 secs. 

If not used for a few hours, I can manage to watch approximately half an episode of eastenders, before dropping out again, then there will be no connection for rest of the evening.

I was sent a replacement Hub, which made no difference whatsoever. All lights are green and all devices show a strong signal / connection to hub, but no data being sent or recieved. 

11 days is beyond a joke, with no sign of any effort being made to resolve the issue, but I havent got time to waste another 1.5hrs on the phone, repeating the same procedures for no reason.

I must say that the staff are very polite & helpful, doing everything they can do to help, but i think after the 2nd attempt, it was fairly evident that these steps were not going to resolve the issue & something else is needed. I was promised (on Saturday 5th June) that an engineer would contact / call with me within 3 days. On wednesday 9th, I contacted Sky myself, as nobody had tried to contact me in any way. 

I was told that an engineer had been investigating & had put some notes on account, that it should work after another reset - result was inevitably- no difference!

Sky Staff requested a further visit from engineer (Wed 9th) and still no attempts to contact me. 

I have now had to add bolt-on to my phone bill, for around 30GB of data, which is completely used & has cost me a fair amount of money. 

Is there any way for me to contact someone higher up the chain than the normal call centre staff? 

The SKY website sends me round in circles, with no opportunity to leave a message / request a callback / report an issue, after hours.

[Chrisee]

@AngrySkyQCustomer there is no simple way of escalating issues beyond making a formal complaint see How to make a Sky complaint | Sky Help | Sky.com.

One tip when calling Sky is to ask the agent to check the history on your fault as otherwise you do have to go through the basic steps each time. Sometimes they can't but when they can it saves time. Its not the agents fault it is just the systems they use require certain inputs before it can move on.

Sky come top of Ofcom's complaint surveys so are better than their competitors in sorting issues. Normally Sky engineers are pretty good at sorting issues but I suspect you may have a number of separate issues which is confusing things. 

If you are watching Eastenders TV on your main Q box you are only using the signal from your satellite dish so the broadband is irrelevant. If watching on a. Q mini you are using your Wifi in your home. wifi signals are dependant on the layout and construction of your home. In some houses including mine Sky Q minis cannot connect its not Sky's fault it is simple physics as six foot of concrete and earth is to much for ant wifinsignal so my Q mini boxes have to be connected by ethernet cables or by powerline adapters. 

Once that is sorted not only do I get TV in the rest of the house the wifi is also extremely fast. Sky rarely hard wire homes so you may be on your own but given you are not the first to have these issues if youbwant forum members can probably help.