Broadband dropping out - no resolution offered

[Biochem1991]

I'm having a nightmare with my broadband, which drops out for several seconds every minute or so. After calling Sky four times about this, and going through the basic tests all the way to changing router settings and sending in photos of the router and Openreach box, I am no further forward. They sent me a new router but the issue is still unresolved.

Today, I called Sky and the operator passed the photos to the broadband team who said that the cut outs were caused by interference with my Hive hub. However, the operator asked me to disconnect the hub and switch it off, and it made no difference to the problem. The operator said that the broadband team will not take the issue seriously for as long as I own a Hive hub. This is very frustrating because it is clearly not the issue (and I could switch it off if it was). His advice was for me to call the cancellation team and demand that the issue is either fixed or I am released from my contract. His hands were tied. 

Can anyone suggest another approach? I will call the cancellation team tomorrow but this is such a backwards way of getting the issue resolved and I am losing my patience.

Many thanks,

Ricky

[Chrisee]

@Biochem1991 it sounds like the photos lead the network team to conclude the issue is interference hencecthe comment about the Hive hub which uses a different type of wireless communcation which can cause interference with WiFi as it uses thecsame 2.4GHz band. Therefore I would be looking for other kit probably near the hub which could be the cause as you have eliminated the Hive hub if the issue still happens with that powered down. Possible kit would include wireless speaker or headphones base stations or cordless phones often moving them a foot or so can stop the effect.