Bad connection

[Olcoll]

Me and my partner recently moved into a new house, we got sky stream and have had nothing but issues. The wifi connection is spotty at best yet when we test the broadband it says everything is working and good, we are meant to have 900mbps however when running tests on other providers it averages at 200mbps, the sky tv also keeps having issues where audio plays but remains as a black screen.

[jamesn123]

Hi @Olcoll 

It sounds like you have a few issues here.

- WiFi being spotty: This could be down to coverage, if the signal isnt strong around your home, your devices may drop off sometimes. This can be improved by a booster which can be claimed from Sky if you have the boost/Max addon.

- Only averaging 200mbps: This is down to testing your speeds over WiFi. Sky do not guarantee the speed over WiFi, the 900mbps figure is your line speed and it can only be reliably tested via ethernet. WiFi speedtests can vary significantly depending on local factors such as home layout, appliances, neighbours and number of devices. 200mbps would be considered quite good.

- Black screen on Stream, this sounds more like a TV issue and I would contact Sky separately about this.

[Olcoll]

I am just confused as I have also tested this over Ethernet and it is staying at around 70mbps, I used to be on a much worse package before moving but my speed and connection were much better

[Me134]

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@Olcoll wrote:

I am just confused as I have also tested this over Ethernet and it is staying at around 70mbps, I used to be on a much worse package before moving but my speed and connection were much better

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What device are you using for testing over ethernet? If it's a Windows PC try using the Speedtest app from Ookla, installed from the MS Store.

Have a look at the following to see if they can resolve your problem easily, you can also use the MySky app. If not, you may need to contact Sky.

To check on local outages.
https://www.sky.com/servicechecker

To run the local checker.
https://www.sky.com/help/articles/broadband-diagnostic-start (do run all tests)