Poor broadband though Sky Q

[Stu042]

Hi,

My Sky Q is hardwired from the BT hub.

All internet channels (BBC, Netflix, YouTube, Amazon) run for a few minutes then stop and buffer for even longer.

Speed checked using Netflix: 6Mbps

Current speed via Hub (tested with computer): Download 74Mbps, Upload 18Mbps.

A new cable was installed between hub and Sky Q box - no change.

Computer and Sky Q box cables swapped in the hub to see if that was any better - same result, 6Mbps.

I'm thinking that the Sky Q box is at fault. Please advise as to a valid email or phone number I should use to report this.

Thanks in advance.

[GD1]

@Stu042  Have you tried a power down of the main Q box by removing the plug for 30 seconds then plugging back in.

If the issue still persists after doing this please post back.

[Stu042]

Hi @GD1 

Yes, the one thing I should have mentioned to begin with, I didn't mention: I have certainly uplugged Sky Q box from the mains etc etc.

Internet signal is still very low and all services continue to buffer.

[GD1]

@Stu042   I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble. When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

[Stu042]

@GD1 

Many thanks for your help.

[dmy24]

Thank you for escalating, a chat request has now been sent 🙂

[Lisa-P1987 · Accepted solution]

Update - Spoken to the customer and through a few steps, we have resolved the issue. Thanks 🙂

[Chodley]

@Lisa-P1987 What was the problem/solution? Could help other people who come here and search.

[Stu042]

Sadly, after 24hrs the problem returned and I am ledt with the same issue.

[Chodley]

@Stu042  Your box is on the latest Q180 software?

[Stu042]

Hi @Chodley it is indeed ...