Broadband keeps dropping out

[paul.bell]

Hi, over the last month or two our broadband keeps losing connection, we have our Sky Q box connected via a TPLink AV600 power line adaptor connected to the Sky router and all other devices connect via Wi Fi. The system is running Wi Fi 6.

On numerous occasions when trying to use catch up tv the Q box will say that I am not connected to the internet, my iPad hangs and is painfully slow and our smart photo frame posts a message saying that it is current off line. We transferred from B.T. In around October of last year and the contract we left and the one that we joined on Sky both gave a download speed of around 60Meg, apparently this was the max for the current cabling/networking to our property and for the amount of usage both myself and my wife have, it is/was more than adequate) . With B.T. We had absolutely no issues whatsoever. The Sky broadband router is mounted in exactly the same position as the B.T. one  was and everthing has remained unchanged, the Sky router is the only difference. When I use my iPad I am roughly 2 metres away from the router and our smart photo frame photo frame is roughly 5 metres away. We use Netflix quite a lot and regardless of whether we connect to it via the Q box or via an app on the TV (connected via WiFi) we end up with the dreaded spinning circle on the screen on more than one occasion during the session.
I wonder if anyone can help or advise on the matter please? I am getting to the point where I want to get rid of the whole thing and go to a different provider, but I know that it will bring a whole lot of grief and arguments with Sky given that I am only about 6 months into a 2 year contract. I know that it will be nigh on impossible to get to speak to someone who can talk back to me in an understandable language (if indeed I can find a phone number to access the correct department) and I am sure that by holding back my payments it will lead to a whole host of other problems, and we all know how bad Sky customer services can be / are, but at the end of the day I am not getting what I have paid for!

Thank you in advance for any help that you might be able to offer.

Paul Bell

[JimM1]

@paul.bell Can you say specifically what Sky hub that you have all connected to with the mention of wi-fi 6 leads it to the White SR213 Sky Max hub, label is on the bottom if you need to confirm. Take it you are also on the 80/20 split fttc copper getting the speed for your home. off around the 60 mark.

[paul.bell]

Hi, yes it's the SR213 in white. I'm no technical expert but yes I seem to remember that the cabling coming to our house is copper. We live in a small cul de sac of 5 houses built in 2007 and as I understand it Fibre optic cabling has been installed into the road (maybe a year ago) but not yet sent out to each of the 5 houses. I must say that we have never had a problem with the B.T. set up!

thanks for your input

Paul

[JimM1]

@paul.bell I have zero experience with the sky Max router as a SR203 previous model, so some questions, when it say's you have no internet, the Max has a single light beleive white is good, do you see it change, will link the what the lights mean below.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[JimM1]

@paul.bell When you have looked and digested, does look like wireless type problem all though the Q Ethernet connected via the Tp-Link throws a curve, with your app can you see what the wireless security mode is, by defaulti think it is WPA3-T mode. WPA2-AES may be way better with older devices....

Connecting older devices to Sky Max Hub | Sky Help | Sky.com | Sky Help | Sky.com

[paul.bell]

Hi, not too sure how to find that but I'll give it a go and report back. Strange though how it worked fine to start with, and I've changed nothing.....basically because I don't know how to!😂

Thanks

Paul

[JimM1]

@paul.bell Sometimes the old off leave 30 mins, back on, Hub 1st wait 5 mins to you get the white light, Q next and see how it all goes, clears a lot off issues out... Worth a try unless you have already done...

Have not had my Q for many years now, sent it all back to sky, HD+ then Q, now use my own sat box and connected via Tp-Link Ethernet on that one, Camera's and Door bell all via Tp-Link also but via wireless Tp-Link module, and it all behaves itself very well... Then again using the old trusty SR203 hub, just not a fan off app based mobile to control a hub...

[paul.bell]

Thanks, I'll check a few things out and let you know how it goes!

Paul

[paul.bell]

Hi, looking at the MySky app it shows that WPA2 is set, as of yet I haven't turned everything off for a while as my wife is doing a bit of work but I will turn it all off tomorrow and then see if things inprove

Paul