Sky Wifi keeps dropping out and unable to access maintenance portal

[hematth1970]

I've recently moved into a new home and transferred my sky broandband service. Since moving in we've had constant drop out from the wifi and now that myself and my daughter are working from home the issues are even worse.

Both of us cannot be in calls at the same time without our call quality being degraded and the wifi dropping to speeds where it sounds like you are on a call with a team of Darleks.

The issue is further compounded when my other daughter is using streaming services.

We have tried all the self help tips on the Sky website to no avail and I've tried to access the maintenance portal to access the router statistics and it doesn't recognise our wifi password or the other suggestions when you go to log in.

Totally at a loss now as to what we can do. Does anyone have any helpful hints of suggestions of how we can resolve these issues.

TIA

[jamesn123]

@hematth1970 

To start with please post your router stats and tell us when you last experienced a drop

[hematth1970]

Hi @jamesn123 

As I stated, we are unable to access the Router Stats because it is not recognising either the generic logon details as suggested on the Sky website or admin + wifi password.

Any suggestions on how we get around this??

[jamesn123]

@hematth1970 

Are you using iOS by any chance? If so try a different device & browser.

The login details should Username: admin Password: sky OR your default WiFi password printed on the hub.

If this still doesnt work it may have been changed and forgotten about so hold the reset button on the back on the router for a minimum of 20 seconds.

[hematth1970]

@jamesn123  I'm using Chrome and have also tried Microsoft Edge and have still had the same issue.

I'll try rebooting the router when our calls have finished

[jamesn123]

@hematth1970 

Needs to be a complete reset not a reboot, 20 seconds on the reset button

[hematth1970]

Hi @jamesn123 

I've reset the router and this did solve the access to Stats.

These are based on 18 minutes of run time since the router was reset if I'm reading this correctly

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN MER 36328 41295 0 93160 65089 00:18:07 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 27508 16895 0 1147629 55456 00:18:25 WLAN (5 GHz) Up 60773 45726 0 75280 82569 00:03:28

Line Attenuation D1(6.4 dB) , D2(15.6 dB) , D3(25.5 dB) U0(2.0 dB) , U1(12.7 dB) , U2(20.0 dB)

Not being a data specialist not sure what any of this means 😄

[jamesn123]

@hematth1970 

Some bits are missing that would be useful. Could you post a screenshot instead of a copy paste?

Also would be useful if you could repost them if/when you notice a drop