Awful internet stability AFTER having fibre broadband installed

[Stuart24803]

We've recently (1 week ago today) switched to Fibre broadband and ever since the internet stability is shocking. It has dropped over 12 times in the past week, previously it never went down once!

The only way to get the internet back is to power off the Fibre wall box and occasionally we have to reboot the Router too.

Sky service status shows no issues ever!?

I'm at the point of thinking I should just cancel and go back to DSL as I work from home and cannot afford this level of awful stability.

Any advice or pointers before I just terminate?

[Chrisee]

@Stuart24803 full fibre is normally far more stable so something is wrong it could be a faulty ONT unit or Sky hub either way talk to Sky. To make thst simple I am escalating your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye onnthe forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.

[Stuart24803]

@Chrisee thank you!

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Stuart24803 an invite to chat.

[Stuart24803]

@Lisa-P1987 - we had the internet go down twice again last night so whatever changes/tests were done have not worked!

Can you please escalate this ASAP. I never had any issues before the Fibre installation

[Stuart24803]

Hi, can I get an update on this please? Internet has dropped again this morning!

[Highlinder]

@Stuart24803  Are you interacting with the private chat you have open with Sky?

[Stuart24803]

@Highlinder - no I've not, since I closed the chat yesterday I cannot see a link in this thread to restart it?

[Highlinder]

@Stuart24803  Is there nothing in my messages on the forum, this can be found clicking on your avatar showing the mail icon and an email is normally sent.

[C.Reilley]

We have been on full fibre with Sky for months now and had numerous outages, with a new router which has made no difference and last night it dropped out again, requiring a Router re-start. Previously it has been more difficult to trace as it has occured during normal sleeping hours. SKY has got some explaing and retribution to do, I would suggest 

[Chrisee]

@C.Reilley loss of connection overnight is modt commonly due to essential network maintainance modt hubs reconnect automatically not surexquite why yours didn't but no ISP can or will gusrantee 24/7 connectivity.

[Stuart24803]

Still having loads of issues - Sky fibre is rubbish!!

Just had it drop twice in the middle of client calls.

SKY SORT THIS OUT!

[Mollyme]

We had full fibre fitted last Thursday and it's been awful Dropping out all the time Technical problem when watching Tv and weak security on the WiFi It's the worst thing we've done I hate it

[Chrisee]

@Mollyme unless you have changed the WiFi security yourself the WiFi connection to a Sky Max hub is set to WPA3T which is considered to be highly secure so I am unsure as to why you think it isn't.

Full fibre is normally very reliable unless there is a faulty connection does the ONT box on the wall show a red light when the connection drops? If it does then call Sky as the fibreconnection needs to be checked by an Openreaxh engineer. The weld between the pigtail cable and the fibre from the road can be dodgy and need to be redone. If the lights remain green it is working properly

Issues with watching TV are most often down to poor WiFi signal in your home which can happen if the location of the hub has changed when the fibre was fitted. You can use a longer ethernet cable between the ONT and the hub so the hub is out in the open etc. WiFi problems are very common and to get sufficent signal in all rooms often requires use of more than the single Sky hub as the layout and type of construction of homes vary enormously.

You have a 31 day cooling off period but if stuck do raise the issues with Sky if they cannot fix them in thst period you can leave without penalty

[Mollyme]

 This is what my WiFi security says We haven't changed anything , just had the new fibre installed What do we do to change it from WEP to WPA3 ?