Broadband speed slow around house

[Gavala]

Had Sky Broadband installed a couple of months and not getting the best signal through the house I was previously with EE Fibremax 100 and never had any problems I swtiched to sky 145 who said it was faster than my previous Broadband but realy struggle in parts of the house, The router is located and the front of the house it is a direct line of site into the rear lounge no walls only two possible doors which are nearly always open yet whenever I try and stream a seris or live tv I get contact whirling, General signal on laptop and mobile is also poor, Really hard to speak to anyone at Sky also just wondered what my options are.

[jamesn123]

Hi @Gavala 

Please start by posting your router stats

[Gavala]

Thanks for reply, Apologies how do I post my router stats?

[jamesn123]

@Gavala 

Click the link in my post it explains how 

[Gavala]

Is this the info needed?

Broadband Connected

WiFi Enabled

WiFi Network Name (SSID) SKYVR88E

WiFi Network Visible Yes

Current WiFi Channel  (2.4 GHz) Ch 11 @20MHz (5 GHz) Ch 36 @80MHz

WiFi Encryption WPA2-PSK

VoiceConnected

[Highlinder]

@Gavala  You need to follow the directions to the end and should see what is shown in the picture in the link that was posted.

[Gavala]

System Up Time: 208:44:01

Port Status TxPkts RxPkts Collision Pkts Tx b/s Rx b/s Up Time WAN WANoE 27155790 61538517 0 1828 3058 208:42:08 LAN Down 0 0 0 0 0 00:00:00 WLAN (2.4 GHz) Up 55106240 9276470 0 1309642 39646 208:42:51 WLAN (5 GHz) Up 68769413 18163743 0 0 0 208:42:17

---

Broadband Link Downstream Upstream Connection Speed 159900 kbps 30000 kbps

[Gavala]

[jamesn123]

@Gavala 

For starters I would give your hub a reboot.

Your stats indicate most of the usage is coming over the 2.4ghz band which suggests your devices are mostly out of range of the 5ghz frequency which is more reliable. You may need to look at getting boosters or a 3rd party mesh system. 

[Gavala]

Thank you for your reply.I have re booted the router and still just as bad, Its annoying if I have to pay more for a extender or anything like that as its a straight run from the hall way to the conservatory at the rear of the property and it's no different to when I had EE 100 fibremax and Sky stated their new 145 was quicker and yet I had no trouble with EE so very frustrated as cant watch any live sports now.

Do I need to phone sky with this fault or can I do this online?

[jamesn123]

@Gavala 

You can phone or we can escalate your post to chat on the forum if you prefer. 

[Gavala]

Thank you very much if you can escalate that would be great. 

[Lisa-P1987]

Hi there @Gavala , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Gavala]

Hi Lisa, 

I have lost the char session with the sky agent?

[Gavala]

Hi Lisa, 

I have lost the chat session with the sky rep, They stated I would be sent a WiFi extender but have not received anything as yet and can't get back to the chat session. 

Many Thanks