Broadband connection unreliable

[ggazzi1]

I changed to the most up to date Sky Broadband Router on fibre and it's been unreliable with frequent disconnection. This is the white router box. The previous black box was always reliable. How do you improve the reliability issue?

[Chrisee]

@ggazzi1 check the lights on your hub https://www.sky.com/help/articles/hub-lights-explained-start as they help diagnose the issue. Normally Sky hubs are reliable so while it is possible your unit.is faulty but it could also be a line issue (the lights on the ONT also can help there). If both lights look OK it is likely to be a WiFi issue in your home.

[ggazzi1]

Hi - I have 3 green lights on the ONS 

[Chrisee]

@ggazzi1 three greens onnthe ONt neans thatvis working correctly. So if you are getting disconnections the cause could becan obscure fault either in the hub or within Sky's network. However by far the most likely issue is poor WiFi signal between the hub and your device. Onmost devices you can see thst as the network strength indicator shows only ine or two lines. The answer is to move closer to the hub or improvecthecWiFinsignal perhaps by getting an extender which can comecas part of the WiFi Max package from Sky.

Quite why your black hub was better depends on a few things like its location. However if you have Sky Q tv boxes one thing thst catches people out is the white hubs do not allow the Q boxes to act as WiFi repeaters as they did with the blacck hubs.

[ggazzi1]

Thank you for your reply that's helpful I did not know about the white box not having the WiFi repeating capabilities of the black box. The WiFi extender that came with the white box is being used upstairs. Are there alternative options to extend WiFi further such as purchasing an additional extender?

[Chrisee]

@ggazzi1 give Sky a call as they can areange fir two more extenders as part of WiFi Max but an engineer notmally has to come iut to check whats needed