Awful service

[Jim1888]

Wanted to get in contact about my WiFi not being strong enough to stream simple services, had to talk to 3 AI bots before I got to a real person. 

It was then a very long conversation as the person I was talking to took between 3-7 minutes to reply to each message. This is abysmal customer service. 

There's no point in paying for WIFI from sky if I can't even stream Netflix, which I'm also paying for. 

[caesarome]

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@Jim1888 wrote:

Wanted to get in contact about my WiFi not being strong enough to stream simple services,

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Do you have a weak signal ?

[Daniel0210]

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@Jim1888 wrote:

It was then a very long conversation as the person I was talking to took between 3-7 minutes to reply to each message. This is abysmal customer service. 

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@Jim1888 

The agent was almost certainly dealing with multiple customer queries at the same time so the chat service replies aren't necessarily quick. 

[2muchTV]

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@Jim1888 wrote:

Wanted to get in contact about my WiFi not being strong enough to stream simple services, had to talk to 3 AI bots before I got to a real person. 

It was then a very long conversation as the person I was talking to took between 3-7 minutes to reply to each message. This is abysmal customer service. 

There's no point in paying for WIFI from sky if I can't even stream Netflix, which I'm also paying for. 

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If your complaint is about the strength of the WiFi signal to streaming devices, that is easily solved. Sky can supply boosters but you will need to contact them for that.  I recommend purchasing your own mesh/network system and dare I say, without seeing the layout of your property or having any experience with this £69 system, it  will deliver a WiFi signal to where it is needed.

If you previously were with another ISP which supplied a hub that had a better reach with its WiFi signal, that's understandable but different ISPs supply different equipment some being better than others, hence my suggestion to buy and use your own.

Moderator Actions: Removed Third party link

[icesteelman]

@Jim1888 

I feel your pain, Sky customer support is the most diffcicult I have come across when wanting / needing to talk to a real person.

The one time I needed to do this I eventually got past the bot on the phone by taking some of the billing / financial options. I am guessing these might get priority as money is involved but thats purely my speculation. That said, once I talked to an actual persion they solved my non-technical issue efficiently.

Good luck !

[Leon81]

When you say it's not strong enough, is the speed too slow, or just doesn't reach far enough? My WiFi should be 900mbps. The 'test' on my sky app says it's there or there abouts, but ethernet wired speed is around 350 and wifi 2m away is 50mbps most of the time. I can't even find a way to speak to a real person. Maybe I need to call the cancellation line as I've been with sky less than 2 weeks.

[TimmyBGood]

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@Leon81 wrote:

My WiFi should be 900mbps. 

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Your broadband should be 900Mbs (if you subscribe to a 'gigabit' FTTP product)

[Me134]

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@Leon81 wrote:
When you say it's not strong enough, is the speed too slow, or just doesn't reach far enough? My WiFi should be 900mbps. The 'test' on my sky app says it's there or there abouts, but ethernet wired speed is around 350 and wifi 2m away is 50mbps most of the time. I can't even find a way to speak to a real person. Maybe I need to call the cancellation line as I've been with sky less than 2 weeks.

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As above, if you're paying the 900mbps service, that is to the hub, not via wifi. Absolutely no company will guarantee any speed via wifi bar an extremely low minimum level. There's just too many variables.

https://www.ispreview.co.uk/index.php/2020/12/why-buying-gigabit-broadband-doesnt-always-deliver-1gb...

Your wired 350Mbps speed is odd if you are getting around the 900 figure to the hub. What device are you measuring this on and what software? Is it going through any switches for instance? Is it wired to the Sky hub itself or wired to a mesh system pod which then connects via wifi to the hub?

[Leon81]

Ethernet speed was tested on a laptop wired straight to the max hub. Used ookla speed test.

[Me134]

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@Leon81 wrote:

Ethernet speed was tested on a laptop wired straight to the max hub. Used ookla speed test.

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Is that through a USB ethernet adaptor or an actual ethernet port? If a USB adaptor, have you got it plugged into a USB3 or USB2 port?

Edit: make sure you're using the Ookla Speedtest app rather than through a browser if possible.

[Leon81]

Just an ethernet cable into ethernet port

[2muchTV]

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@Leon81 wrote:
When you say it's not strong enough, is the speed too slow, or just doesn't reach far enough? My WiFi should be 900mbps. The 'test' on my sky app says it's there or there abouts, but ethernet wired speed is around 350 and wifi 2m away is 50mbps most of the time. I can't even find a way to speak to a real person. Maybe I need to call the cancellation line as I've been with sky less than 2 weeks.

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Cancellation in your cooling off period is always an option to consider.

Your post is a trigger for me as I used to obsess over speed tests (and still do TBH 😉).

I would be using my broadband happily and with no issues but I'd then run speed tests. With my Asus hub I can even run speed tests remotely through the Asus app... which I would do for no other reason than to be comforted. 

Here's my experience with 3  wired tests results download/upload.

I have a 1Gbps symmetrical service.

926/655 (Asus app)

894/780 (Apple TV wired to an Asus node, node is wirelessly connected to the main hub)

786/941 (Dell laptop connected to hub bb)

I cannot understand why the Asus app upload speed is the slowest.

I cannot understand why the Apple TV download is faster than on the Dell.

I cannot understand why the download speed on the Dell is the slowest.

Note to self.... stop running speed tests 😆

I would say that a wired connection to your hub should be closer to 900 than 300 and might be an issue at Sky's end... is it worth leaving Sky over? That's your call.

Best of luck 

[Me134]

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@2muchTV wrote:

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@Leon81 wrote:
When you say it's not strong enough, is the speed too slow, or just doesn't reach far enough? My WiFi should be 900mbps. The 'test' on my sky app says it's there or there abouts, but ethernet wired speed is around 350 and wifi 2m away is 50mbps most of the time. I can't even find a way to speak to a real person. Maybe I need to call the cancellation line as I've been with sky less than 2 weeks.

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Cancellation in your cooling off period is always an option to consider.

Your post is a trigger for me as I used to obsess over speed tests (and still do TBH 😉).

I would be using my broadband happily and with no issues but I'd then run speed tests. With my Asus hub I can even run speed tests remotely through the Asus app... which I would do for no other reason than to be comforted. 

Here's my experience with 3  wired tests results download/upload.

I have a 1Gbps symmetrical service.

926/655 (Asus app)

894/780 (Apple TV wired to an Asus node, node is wirelessly connected to the main hub)

786/941 (Dell laptop connected to hub bb)

I cannot understand why the Asus app upload speed is the slowest.

I cannot understand why the Apple TV download is faster than on the Dell.

I cannot understand why the download speed on the Dell is the slowest.

Note to self.... stop running speed tests 😆

I would say that a wired connection to your hub should be closer to 900 than 300 and might be an issue at Sky's end... is it worth leaving Sky over? That's your call.

Best of luck 

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If it's circa 900Mbps at the hub and only 350Mbps at the laptop then it's internal, definitely not anywhere between the hub and the internet. It could be the hub ports, the cable or the laptop (hardware or software).

@Leon81 Have you tried the obvious things? A different ethernet port on the hub, checking drivers are up to date, changing the ethernet cable?

If none of the above help perhaps try a USB ethernet dongle adaptor for around £10, just make sure it's plugged into a USB3 port.

[Leon81]

So I've done a factory reset of the hub (held down the WPS button until the light on the front started blinking).

Now I'm getting 850mbps over wifi instead of 50-60.

I haven't tried the ethernet cable yet but I imagine that will be similar.

But thanks for your help anyway.

[2muchTV]

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@Leon81 wrote:

So I've done a factory reset of the hub (held down the WPS button until the light on the front started blinking).

Now I'm getting 850mbps over wifi instead of 50-60.

I haven't tried the ethernet cable yet but I imagine that will be similar.

But thanks for your help anyway.

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Excellent, glad you got it sorted that is a tremendous WiFi speed... 😀