Connectivity issues with Sky’s new white broadband router

[MaccaPJ]

Have you experienced connectivity issues with Sky's new white broadband router? [removed]

Since early December 2024, I've been complaining to Sky about my connectivity issues but their agents insist I am the only customer they have encountered who is experiencing these issues. [removed] However, I beg to argue this, as, there are currently 1174 posts to date on the Sky Community Forums pages all relating to connectivity issues with this particular broadband router.

I returned to Sky for my broadband on 18th October 2024, receiving the new white Sky broadband router, but have continually experienced terribly poor WiFi connections, with my Sky Q and Sky Q mini boxes regularly disconnecting and losing internet connection. My home is a simple 2-bed semi detached house and I've never experienced connectivity issues with other providers since moving here in April 2018.

Sky’s own Technical Team as well as OpenReach engineers, previously told me to ensure I always connect all devices to 2.4ghz from 5.0ghz via the routers settings, as this provides a far more stable connection in comparison to the 5ghz. The problem with Sky's new white router is that it's fully controlled by AI, meaning the end user (you and I) no longer have the autonomy to change any physical settings (eg, moving devices to 2.4ghz from 5ghz). Subsequent visits to my home by Sky engineers has further confirmed this.

Sadly, the only option Sky agents suggest to resolve these issues, is insisting customers pay additional costs each month for their Sky WiFi Max Hub or Sky WiFi Pods, which they claim 'aims to improve WiFi coverage and performance throughout your home' and which are designed 'to elimate WiFi dead spots and come with Enhanced Wall-To-Wall WiFi Guarantee which promises a certain minimum speed in every room'!! 

This suggests that Sky are fully aware their new AI routers are simply not fit for the purpose?!

As a communications provider, Sky must be transparent about the technical aspects of their products, particularly when it comes to broadband service, to help customers understand what they are buying and how it should perform., especially when they are faulty or believed to be faulty. Customers should involve Ofcom when they are unable to resolve a complaint with Sky through their internal providers. Sadly though, not one single Sky agents I have spoken to since December 2024 was aware that customers cannot access the new (white) broadband router settings, with regard to changing devices to 2.4ghz from 5.0ghz setting to 2.4ghz. Every Sky agent is of the belief customers can change the settings!!!

Ofcom states that it 'expects communication service providers to offer transparent and comparable information to customers, ensure they can switch providers easily, and handle complaints effectively. This includes providing clear details about services, including average speeds for broadband, and ensuring customers are not misled or prevented from changing providers. 

Moderator Actions: Removed Campaigning and Inappropriate Comments 

[peter-marlow+1966]

Call sky and ask for a booster  pod to help with the wifi signal  

[MaccaPJ]

I've never needed WiFi boosters before so I don't feel that I, nor anyone, should have to pay to boost WiFi signal when it's never been needed before - especially living in a small 2- bed house 

[Chrisee]

@MaccaPJ the fact you found the 5GHz band unreliable in a "small 2 bedroom house" implies there are issues. A small traditionally built terrace house can be very challenging to network due to the solid internal walks. Any wifi signal loses power passing through solid materail the higher the frequency the greater the loss. The new high speed hubs require the two wifi bands to be synchronised to achieve the speeds wifi6 uses. 

You are not alone in finding that is some properties the newer hubs dont work that well .While the Sky WiFi Max bundle might help in mybexperience it is not a great match for properties with solid walls.Buying a third party wifi set up however can help and indeed save money in the longer term. My own house is a case in point duecto its layout the WiFi Max set up struggled to give me the speeds I required so I bought a cheap 3 unit TP-Link Deco M4 set up which cost under £100 and runs in access point mode which gives decent wifi in every room enabling smooth streaming of video etc. Thecwifi on the Sky hub is simply not used. YMMV..

[MaccaPJ]

I appreciate your reply Chrisee, Thank you.

Howevere, since my wife and I have lived here, we've never experienced any broadband or WiFI connectivity issues, until now that is.

Our home was built in 2016 and the brochure states it has:

- 'High performance 100mm internal cavity wall construction'

- Fibre to the Premises high speed broadband service which provides an end-to-end fibre optic connection the full distance from the exchange to your new home. Upto 40x faster than copper broadband. That means faster uploads and downloads, as well as the ability to run next generation applications, such as IP Voice Services and video streaming (included CAT 6 networking point to the living room. Having a CAT 6 based network in your home will allow greater flexibility for your home office, gaming consoles, internet access and file sharing.

Our problems have only occurred since we started using Sky's new AI white Max broadband router.

[MaccaPJ]

Further to my post, I should confirm that the devices I am specifically having connectivity issues with, are the ones that are all showing as being assigned to 5ghz on the router!!

And, as previously stated, I've never previously had issues since living in my home, because I've always been able to access and change router settings to assign devices to 2.4ghz, but the Sky Max (white) router does not allow users access to do this!!

[MaccaPJ]

It seems I may have finally made a breakthrough with Sky today, following a call back from one of their managers within the past 15 minutes.

Interestingly, they confirmed their staff were trained and advised (in accordance with new OFCOM guidance - see below) to ideally NOT sell Sky Max Broadband (the white router) to customers with Sky Q, due to being aware of technology (Mesh) and connectivity issues with the white Max routers compatibility with Sky Q, so any customer upgrades or orders for Sky Max broadband should have been suspended and discussed with the customers. 

Unfortunately, they claim their system does not allow for them to request a 4.2 (black) broadband router, so they've booked for another broadband engineer to attend my property tomorrow between 10-12 and told me to ask the engineer to change my Max (white) router for the 4.2 (black) router, which they should all carry in their vans. I'll let you know if I have any luck!

The new guidance by OFCOM released on 13th December 2023, clearly states and details:

New industry guidance

To improve consumer understanding, we have decided to issue new industry guidance. In summary:

• providers should give a short description of the underlying network technology of each broadband product using one or two terms that are clear and unambiguous, such as ‘cable’, ‘copper’, ‘full-fibre’ or part-fibre’. These descriptions should be offered at point of sale on the website, and before the final purchase in contract information, and in the contract summary;
• the term ‘fibre’ used in isolation is ambiguous, so it should not be used on its own to describe the underlying broadband technology. This would mean, for instance, that ‘full-fibre’ (or a similar term) is only used to describe networks which use fibre-optic cables all the way from the exchange to the home. Similarly, ‘part-fibre’ (or a similar term) would describe those services with a fibre-optic connection from the local exchange to the street cabinet and then usually a copper wire connecting the street cabinet to the customer’s home; and
• providers should give a more thorough explanation of the underlying broadband technology - for example through a link - so that consumers can understand in more detail what it means for them. This information must be provided in an accessible form that is easy to understand.

This information is important because the different underlying network technologies can have implications for performance. Notably, on the Openreach network, FTTP can provide a more reliable service than FTTC, as it is less prone to faults. The new guidance will apply from 16 September 2024, giving broadband providers nine months to implement the necessary changes.

Today’s guidance is designed to address customer confusion surrounding the different network technologies underpinning broadband services. By requiring clear, straightforward information on network technologies, consumers will have a better understanding of the characteristics of their broadband service, so that they can compare services more easily and choose the best one to meet their needs.

Ofcom (the UK's communications regulator) has specific expectations for providers regarding the technical details and information they provide about their broadband products. These expectations are designed to ensure transparency and help consumers make informed choices. Providers are expected to: (The points in BOLD below are particularly interesting and relevant)

• Use clear and unambiguous terms:
  They must describe the underlying network technology (e.g., "full-fibre," "part-fibre," "cable," "copper") using specific and easily understandable language, rather than relying on vague terms like "fibre" alone. 
• **Provide detailed explanations**:
  A short, clear description is not enough. Providers must also offer a more in-depth explanation of the technology, potentially through a link, allowing consumers to understand what it means for their service and what to expect. 
• Offer information at the point of sale:
  This information should be available during the online sales process, particularly when a customer is entering their details to check service availability. 
• **Ensure accessibility**:
  The information about the underlying technology should be presented in an accessible format, easy for consumers to find and understand, both on the provider's website and in contract information. 
• Avoid misleading terminology:
  Providers should not use the term "fibre" on its own to describe any broadband service; they must be specific about whether it's full-fibre or part-fibre. 
• **Provide information on all broadband services**:
  All broadband services listed on a provider's website should have clear, accessible information about the underlying technology. 
• Offer explanations of consistent terms:
  If providers use specific terms to describe their technology, they must provide clear explanations of what those terms mean. 
• Ensure transparency in contract information:
  This includes clear and comparable information on prices, tariffs, terms and conditions, and any charges for ending a contract. 
• Provide information on quality of service:
  Providers should also give information about the levels of service offered to small and medium-sized businesses. 

By adhering to these expectations, Ofcom aims to empower consumers to compare offers and make informed decisions about their broadband services. 

[MaccaPJ]

Update:

A Sky broadband engineer attended my home yesterday. Unlike previous engineers and Sky's Technical Team agents, he took time to listen to and understand the issues I have experienced.

Please note, I use the term connectivity issues as it's much simpler plain English than using technical jargon which, being neurodiverse, I need clear simple term explanations, not business jargons, so I was grateful to the engineer for being understanding of this.

He firstly ran a diagnostic test of my line and speed, which clearly showed there had been a recent fault on 15th, 16th and 17th June which caused the connection between the Max (white) router and the main Sky Q box to fail, reaffirming what I had explained to him earlier.

He then accessed the settings on the Max (white) router and both the main and mini Sky Q boxes. He advised their configurations were effectively causing them to fight against each other for the same connection from the Max (white) router.

What he did next, was to disable these devices from the WiFi connection, and told me to do the same with all other connected devices using ‘Forget This Network’. He then reset the router and adjusted its settings and those on both Sky Q boxes, disabling the 5ghz WoFi configuration on the mini Sky Q box, leaving it solely assigned to 2.4ghz, stating this will provide a more stable connection.

Once he’d made all the necessary settings adjustments, he ran a speed test and confirmed I was getting speeds of up to 330mbps. As a result, he said there had been no need for Sky agents to have insisted I needed to be paying for the WiFi Max option, as my home simply doesn’t require boosters or pods.

Before he left, he kindly showed me that he had stated this in his notes. He also advised I call Sky to request they arrange collection of the WiFi Max Pod, to ensure it gets assigned correctly to my account. He also confirmed he did have a 4.2 (black) router on his van but refused to leave me with it as he said they will all be obsolete soon as they are all being phased out and replaced with the Max (white) router over the next 6-12 months.

Following my subsequent call to Sky, the call agent I had spoken to kindly sent me a text message later, which stated:

“The manager you previously spoke to has confirmed that she was unable to get the Wifi Max removed so, instead, she has reduced the billing so that you're not paying for it, so all is cleared up on your account now. Thanks again for your patience. NoReply”

This particular engineers visit has given me some reassurance that the connectivity issues are resolved, hopefully at least. Only time will tell🤞🤞🤞

I am happy for Sky to mark this as 'Resolved'

[MaccaPJ]

Sadly, I had to contact Sky yet again today, as the connectivity issues I've experienced between my Sky Q and Sky Q mini boxes and the Sky Max (white) router, persists. Even the Max Pod Sky provided failed to make a blind bit of difference, despite their claims it would.

TV show and movie downloads continually failed to complete all weekend and it's been impossible trying to watch anything on apps such as Paramount+ or Disney+, as they also lose connection and just show a black screen. 

I have since found an old Vodafone router, which I have now installed and am using instead of Sky's Max router, and so far all the tv shows and movie downloads have now completed without issue and the aforementioned apps have been working fine and without issue!!

Sort it out Sky!!! How long will it take Sky to realise the new Sky Max (white) router simply is not currently fit the purpose it is intended? Regardless whether they want it or not, they're having the bloody thing returned to them!

Seeing as Sky have removed all early termination charges, I think I'll take advantage now and move to another Broadband provider who will actually provide me with the service I'm paying for!!

[razor2]

Sounds exactly like my problems with the white router installed with fibre package, NEVER had one issue with the old black router.

Had several phone calls and have a second engineer visit due on wed 03rd September.

Like you I live in a modest house and do not believe I need a booster, which they sent me, but it has not made any difference.

The problems seem to be getting more severe it is obviously not fit for purpose.

If this engineer visit does not resolve the problems I will be on to a manager to sort compensation and leaving Sky, after 11 years, as this has been going on since early July!