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Discussion topic: 9 times out of 10 our internet doesn’t work like it should do

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This message was authored by vicky1985 This message was authored by: vicky1985

9 times out of 10 our internet doesn’t work like it should do

We have the ultrafast plus package and was told that we wouldn't have any problems with this package as we would be getting 500mbs. When I do the test checks it still shows as we are getting good speeds however our devices tell us otherwise, my partner is a gamer and it is constantly lagging, we have to turn WiFi off on all over devices when gaming yet it is still no better. I have contacted sky numerous times regarding this yet we are still experiencing the same problems and for the amount we pay you would expect it to work to its fullest. Really not happy that this is happening on a daily.

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This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: 9 times out of 10 our internet doesn’t work like it should do

Posted by a Superuser, not a Sky employee. Find out more

@vicky1985 

 

That's almost always a local WiFi issue rather than the broadband connection itself.

 

Sky loans wireless booster hardware free under the terms of the 'WiFi Guarantee' element of 'Broadband Boost' and the 'Enhanced Wall to Wall WiFi Guarantee' part of the 'WiFi Max' subscription supplement: they don't otherwise provide or sell them except to resolve issues with Sky Q. Inevitably some have leaked onto a certain auction site, but Sky won't offer support with using these.  Confusingly the 'Wall to Wall WiFi Guarantee' doesn't actually provide booster hardware, and is essentially a sales lead generator for the supplements mentioned above.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
vicky1985
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This message was authored by vicky1985 This message was authored by: vicky1985

Re: 9 times out of 10 our internet doesn’t work like it should do

Looking at other sky users in my area it seems that they are all having the same problem, when doing all checks it says there are no issues with local connections etc but yet the WiFi is shocking in our house, not happy when we pay a lot for this package

This message was authored by GD1 This message was authored by: GD1

Re: 9 times out of 10 our internet doesn’t work like it should do

Posted by a Superuser, not a Sky employee. Find out more

@vicky1985  Sky don't guarantee faultless/trouble free wifi as ths is subject to local intereference, you pay for broadband and this is likely not at fault.

 

Please can you post your router stats so the forum can advise on any issues. This link explains how to do that https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717#

Like you I'm a customer here, Sky Employees are clearly identified as such.
43" Glass TV & Puck Whole Home
Please note I only provide help on the main forums and not via PM, PM's are switched off.

vicky1985
Topic Author
This message was authored by vicky1985 This message was authored by: vicky1985

Re: 9 times out of 10 our internet doesn’t work like it should do

I understand there is always going to be the odd day when the signal is going to be up and down but for this to be everyday and my partner unable to game due to constant lagging, this should not be happening when we have such a good package. I am fed up of speaking to sky about this. We are not getting the package we are paying for.

I've tried the link to what you asked me to do and it isn't working for me!

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: 9 times out of 10 our internet doesn’t work like it should do

Posted by a Superuser, not a Sky employee. Find out more

@vicky1985 

 

You are paying for the broadband connection to the Hub, not the WiFi coming from it.

 

The first step is to rule out local wireless conditions by connecting a device to the Hub using ethernet cable.

 

This is also always preferable for gaming anyway.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
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