Broadband issues since switching to fibre ultrafast

[Greyhair]

In February we had fibre installed and switched from Sky's super fast broadband to their fibre option. Wired connection is around 150 d/l and is fine, but we've noticed that our phones keep losing the Wi-Fi connection to the box. Prior to the fibre installation we had a sky router downstairs, and a booster upstairs and we never lost signal to the Wi-Fi. Now I can even be in the same room as the router and my phone can suddenly drop to 4G. My phone says the router has weak security which it never said before, and we're using the same router with the new connection as we did with the last one. Any ideas?

[ceri17-18]

Have u been able to resolve the issue? We've just upgraded to ultra fast plus and wifi is awful, tv is done via wifi and Netflix etc just crash and don't work. Sky did the usual box resets but will no resolution. 

[ClaireM08]

I have the exact same issue! All Sky keep saying is 'you must be happier with faster speeds!' Not really all that useful when the broadband isn't working in the first place. They've also tried to persuade me to upgrade and pay even more. Wish we'd never gone to fibre now. 

[Greyhair]

@ClaireM08 I called Sky, took me half an hour to find a phone number after going through their online help. 

they sent an engineer on Monday and he did a full factory reset of our router and network. It seems to have done the trick but time will tell. Suggest you get them to come out to you too. 

[jn999]

I am on super fast but have been persuaded that going to full fibre will fix the video call disconnection problems but now I'm thinking I might cancel that as it doesn't seem to have fixed your problems!  

[ClaireM08]

We've had a new router sent, but that took a lot of persuading. We're going to

switch over tomorrow and see how it goes. The more people we speak to

though, the more seem to have issues with Sky fibre!

[Stu_B]

@jn999 If I could turn back the clock, I would not have switched Sky to fibre ultrafast.  Our Sky broadband was issue free before the switch.

We still have intermittent issues now, the only way I could get our work videos calls stable was to get Ethernet cabling installed.  It's much better via Ethernet but still not perfect.

To be fair, it could be just coincidence and my problems are Wi-Fi interference related due changes from neighbours etc.  I have a Wi-Fi analyser and it does confirm the Wi-Fi channels the sky router is restricted to are very busy. 

My situation now is that Openreach say they can't detest any issues and Sky say I have Wi-Fi interference and there's nothing more they can do as Openreach are saying there are no issues.  In fairness to Sky, they have been helpful.  No one can't explain why I still get some issues even connected via Ethernet.  Our work video calls are more reliable connecting via our phones using 5G.

Im just putting up with it now and will make a decision when my contract ends.  Sky have waved any early exit fees so I could leave my broadband now without penalty.  Problem is, I have everything via sky, including Sky Q.  Moving away from Sky BB and using Sky Q will present other challenges and for now, I just had enough of dealing with all this, so I'm switching off from the stress of it and will look at alternatives next year

[Lynette+murray]

We've had similar experience! So unhappy! On call this evening, was cut off twice!! Then told I can't cancel because that office closed 8pm!!!

[Chrisee]

@Lynette+murray if you have wifi issues in your home then there are things thst can be done but they are likely to have a cost. Faster connections to your hub dont automstically translate into faster wifi speeds.to your devices. Wifi interfference is extremly common as everyone wants faster and faster connections to stream video etc. A single Sky hub which was enough a few years ago can struggle to deliver the higher speeds people expect these days.

If you post some details of your issues forum members can probabaly help. Switching ISPs might help but tge same issues face every supplier.

[J.A.A.]

Ever since I renewed my Sky contract and they automatically upgraded and rerouted  the wiring in the flat, we have not been able to air-print from our Canon printer. I have even purchased a new Canon printer but still have the same problem.

Sky/Openreach continually try and fix the problem from outside the property, when clearly the problem is inside.

I have requested that they send an engineer to reroute me back onto the old wiring but they are refusing to do this ?

This therefore leaves me being unable,to,print.

[TimmyBGood]

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@J.A.A. wrote:

I have requested that they send an engineer to reroute me back onto the old wiring but they are refusing to do this ?

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ISPs cannot revert an address to broadband service over copper once FTTP is in place (and Openreach will not do so) : this is to permit the eventual complete decommissioning of the antique and increasingly unreliable national copper phone network.

[TimmyBGood]

@J.A.A. 

Issues with wireless printing typically relate to the interaction between router and printer anyway, which isn't directly affected by the broadband technology in use.

Do you have a black or a white Sky Hub?

[J.A.A.]

I have a Black hub

[J.A.A.]

ClaireMO8

is your new router black or white please ?

[J.A.A.]

@ClaireM08 

is your new router black or white please ?