Discussion topic: Broadband not reaching inside house
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Message posted on 15 Jul 2025 07:49 PM
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Broadband not reaching inside house
Good evening, had a Sky engineer out last Saturday as not had broadband working or able to watch apps on tv for last two weeks due to poor broadband of 0.01 when running tests fluctuating to 0.04 (getting spoilt) Sky engineer said can't find anything wrong on the day which I find hard to believe! I showed him the fortnight worth of screen shots including that morning showing problem and said looks fine his end! Not impressed! Today spoke to sky again and they ran tests and got me to do speed test on google etc which were showing same so they've said the problem isn't that I'm not getting the guaranteed speed as I am getting that to the house but it's not coming into house via router so technically I'm not!?!? So they've refused to send another engineer but replace router which only had in Feb this year (it's the white version apparently new one) and said I had to now take out sky max £4 more a month then to be able to get engineer to call as can't request one without having that. Is this legit?? I begrudge giving more money again monthly as already not getting what paying for! Many thanks
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Message posted on 15 Jul 2025 08:45 PM
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Re: Broadband not reaching inside house
@Chelle1313 Copied the link so have a read at it yourself and make any decissions, getting free engineers is difficult if sky do believe that the problem is not there's.. Link is below!
https://www.sky.com/help/articles/sky-wifi-max
Message posted on 21 Jul 2025 03:01 PM
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Re: Broadband not reaching inside house
Sky's new white Max router is now completely controlled by AI, meaning you don't have access to most of the settings. You should still be able to access things such as Sky Shield, but in the whole Sky no longer want their customers having any control or autonomy over the router.
My Max broadband service went live on 18th October 2024, but since early December 2024, I've continually raised so many concerns and complaints regarding the connectivity and reliability of the router. I've constantly had regular issues with Sky Q and Sky Q boxes losing connect to the router and my other devices not have any WiFi connection
Sky's Technical Team have said I "have too many Apple devices connected", despite Sky engineers insisting the Max routers have been tested with more the 500+ devices connected to them. I've also been told the structure of my home is affecting the WiFi signal, or I have too many electrical devices which are affecting the WiFi signal. It does seem funny though that having lived in my home for almost 8 years without ever having any issues previously, and given that I have fibre direct to the property from the exchange, so the location of the fibre modem that's fixed to my wall where I connect my router has never changed location and also the WiFi connectivity has never been an issue, it's been extremely frustrating and disappointing that over the past 8 months, despite contact with so many different Sky telephone agents, Technical Team and Engineers, none of them want to accept the issue is with their equipment, primarily the Sky Max router!! Even more sadly, no one at Sky cares anymore or actually wants to help.
Honestly, if you're still in your cooling off period, LEAVE!! Go to another provider and get a better broadband service that works.
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