Broadband

[SarahX1980X]

Am having trouble with my broadband for a few weeks need to switch everything off constantly, can't watch catch up tv etc without it cutting off saying l have trouble with my internet, I've been on the phone & app & it's saying there's an issue decided to call this morning to speak to someone & hopefully get to the bottom of this issue of what's the cause , the lady l spoke to wasn't very helpful at all really bad line & lots of noise & dog barking in the background if she was playing with her dog , not very happy with this she wasn't really interested than helping me , l was asking for an engineer to come when ever suits , but she was wonting me to switch of everything, which l told her twice l had followed all those steps & it still wasn't working, but she was still not interested even told her am switching to someone else , l would like someone to look in to this matter. 

[Mark39]

@SarahX1980X you're not emailing Sky, by posting in the Email forum, I'm afraid. We're a customer Community. I've moved your post to the Broadband forum where other customers may be able to advise you.

[SarahX1980X]

Thank you . 

[Chrisee]

@SarahX1980X assuming there is not an issue with your incoming broadband speed it is likely to becan issue with poor wifi in your home. You can check the incoming connection speed by running the connection checker in the My Sky app if you click on the Briadband link it will show the recent g]hidtory of the speed to the hub if thst is lower than the guaranteed speed then the app should give more help.

If it is wifi speed in your home which from your post sounds likely Sky dont routinely send out engineers . The first thing to check is that your hub is in the best possible position which is out in the open on a surface so its signal is not blocked by radiators etc. WiFi signals lose strength with every solid object they pass through so if there are say 3 walls between where the hub is thecsignal is very much weaker the denser the wall the more signal thst is lost. Each home is different due to layout and how it is built.

In many homes you need more than a single wifi hub to get usable wifi in every room especially forcstreaming video. Sky can sell you an add-on which can provide up 3 extenders if you nedd them see https://www.sky.com/help/articles/sky-wifi-max or you can buy your own wifi mesh system and turn off the Sky wifi and use thst instead.

[SarahX1980X]

Yeah I've did all of this , it's been all good until for a few weeks , showing on the app there's an issue & when l was waiting to speak to someone said there was an issue but then when l got through she said it was all fine . Thanks for your help anyway.