Consistent device disconnections and buffering

[MAndJ25]

Hi All,

I've been seeing a constant issue with our new fibre internet using the sky Max hub (the white one), whereby our phones will suddenly either be fully disconnected suggesting that the WiFi has dropped out altogether (despite being on and active), or providing no internet access whilst connected whereby web pages will simply not load or will take an age to load basic elements prompting a disconnect and reconnect. 

Spoke with support who suggested increasing from WPA2 security to WPA3 (unorthodox but worth a try) and this has not resolved the issue. I've disabled IPv6, increase the DHCP lease time and tried faffing with as many settings as I am allowed to however I have had zero joy. The annoying thing is that our speed is great, but inconsistent access to the internet is marring what should be a good experience. Do you have any suggestions that might help resolve this issue? Or has anyone got any outside advice to fix this? Thanks in advance.

[Chrisee]

@MAndJ25 none of thethings you have tried are likely to address the issue which is most likely to be poor WiFi signal level. Download a free app called WiFi Analjyzercwhich works on Android and windows devices and checks the signal strength of all WiFi sources within range. As you move round your home you can see the signal levels changing which affects the speed your device can connect at. Many phones have a setting whereby tgey will switch to using mobile data if that is faster than WiFi 

Poor WiFi coverage is probably the most common question we get in the forum. In many homes a single Sky hub cannot provide a usable wifi signal in every room due to the layout and type of construction of the property especially in older homes. Assuming the hub is in the best possible position which is out in the open on a surfsce then the only answer is additional wifi sources. 

Your choice.is to either buy Sky's add-on WiFi Max bundle which can supply up to 3 extenders see https://www.sky.com/help/articles/sky-wifi-max or buy your own wifi system and use that instead of the Sky hub's WiFi.

If you issue is poor WiFi signal reset things like IP6 as the connection needs that to work efficently.

[MAndJ25]

Hi Chris we, 

I appreciate the offer however signal level is not an issue. Across the property the WiFi signal levels are well within tolerance being around -40 to -30dBm as I have already traced the network around the property in key rooms using the WiFi analyser. 

More importantly the issue with the WiFi dropouts occurs within 40-60 cm of the router which frankly should not be happening, unless one wants to insinuate the router cannot manage those distances (which would be very concerning if so).

The router is in an open space, at a height of at least 2m with no items covering it's capacity to broadcast out, not containing the signal. To have it suggested that the best course of action is too purchase extenders is laughable and speaks volumes to the fact that this is clearly a know networking issue in the newer router. Does anyone have any further suggestions as Sky themselves have said this could be a faulty unit and as such may be worth replacing. 

Thank you. 

[JimM1]

@MAndJ25 No suggestions you have it all under control!