Broadband keeps disconnecting devices

[Molly002]

My computer and different devices keep being disconnected from the broadband/wifi randomly, has happened ever since we got the new Sky Max Hub. I have tried the service checker and it never tells me what is wrong, my pc does say that the connection to the hub has been paused but I have never done that. I have tried resetting my hub multiple times, I pay for the fastest speed my area can get but this makes me want to cancel and go with another provider.

[caesarome]

@Molly002 

The service checker looks for issues in your area so try running this line test to see if it finds any faults:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

[JimM1]

@Molly002 Have a look on your parental controls incase you have setup something by error!

[Molly002]

None of this work, it has been constant the last few days and ever since we got the new router, it will work fine for a few hours and then continuously disconnect and I am unable to do anything. 

Is there any way I can talk to Sky about replacing the hub or cancelling so I can go to another provider that actually supports.

And no, I do not pause the device myself.

 

[JimM1]

@Molly002 Do not use the sky Max but sure looks like parental controls has paused the wifi, linked that from the help!

Parental controls with Sky WiFi Max | Sky Help | Sky.com | Sky Help | Sky.com