Connection Issues after upgrading to full fibre

[MOLO]

I've seen a few posts on Sky community which pretty much describe our situation but I haven't seen any positive resolutions. 

We had Sky super fast broadband on copper wire connection which was perfect for our needs. Really fast streaming for BBC iPlayer etc and Zoom or Teams works Ng perfectly. We were then offered sky full fibre with the promise of even better service. We went for it.

As a result, no streaming apps load through the router, via Sky or the smart TV., our phone doesn't work, noone can video call so working from home or research is impossible, in short we might as well have gone back to 2005..

I would just like to know of anyone who has had similar problems who has found a way to solve them

 Did Sky sort it or do we have to go with a different provider or move home?

[Chrisee]

@MOLO full fibre is more stable and can deliver potentially faster speeds to the hub. Your issue sounds to be WiFi signals in your home. There are acouple of reasons why WiFi has got worse. Firstly has the hub been moved when full fibre was installed? This is quite frequently the cause of pooorer WiFi in your home. The solution there is to buy a longer ethernet cables to link the hub to the new ONT unit the fibre terminates at. Sky hubs need to be out in the openon a surface so the signalis not blocked by obstructions like radiators

The second fairly common issue is where customers with Sky Q boxes upgrade to the new white Sky Max hub and their Q tv boxes stop acting as wifi extenders. This is something Sky rarely point out but you will needextenders to get the same coverage.Talk to Sky as this is something they should help with.

[peter-marlow+1966]

If your phone is not working, you now have to plug  your phone  into  the uk phone socket  on the back of the router, not into the old phone socket as that will not work anymore, i  have had full  fibre to the  property  since January  last year  and I  have had no problems with it, I  have gigafast broadband 

[MOLO]

Thanks for taking the time to reply and thanks for the suggestions. 

The router is in the same position as it was before although admittedly it is behind the TV. If I buy a longer ethernet cable than the one Sky provided for the installation, does it need to be of a certain quality?

Having said that the TV and our sky q box are connected to the router via ethernet cables but no streaming apps are working. That shouldn't be affected by the router position should it?

[Chrisee]

@MOLO you dont need anything more than a Cat5e Ethernet cable. It sounds like your Q boxes are not connected properly if the streaming apps are not working check their settings that they have not switched back to trying to use wifi see https://www.sky.com/help/articles/setting-up-sky-q

If you have a white hub your other devices can no longer use the Q boxes' wifi hot spots.so you may need some extenders. If you still have a black hub that isnt going to be the problem.

[MOLO]

Thanks again. We have a black hub and I disabled the WiFi on the Xbox as you suggested, but I'm afraid that didn't work. What does it mean if the voice light isn't on on the hub/router?

[MrRichAllen1976]

@MOLO If there's no lights on the Router/Hub, you won't be able to connect online.

On ANY device.

[JimM1]

@MOLO If the Voice light is not on then it means that there is NO connection for the Landline to operate out off the back connection on the hub, as a FF system with a supplied landline number you expect the voice light to be Green! See the link below about the Hub Lights!

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