Fibre issues, still ongoing

[Caroline23red]

Just had fibre installed.  The TV keeps losing connection.  I have run a check on Sky app and it says everything is fine, but it isn't.  Hub also seems to look fine (all the lights green and working).

I was on the standard wi-fi until last week, never had this issue before and in fact for streaming the speed was fine.  No gamers in this house!

Really disappointed that I can't watch TV or stream without service dropping out at least a few times an hour!

What should I do?

Thank you.

[Lisa-P1987]

Hi there, I have 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 blue 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 

[Addie15]

Update-As there has been no further response to our chat in 48 hours, we are closing this session. If you still need help, please do not hesitate to reach out, so we can re-escalate this for you. Thanks.

[Caroline23red]

Please don't close chat.  Your team member didn't come back to me, even though I verified myself.

[Skull+Treaty]

@Caroline23red 

I have re-escalated your post 

[Caroline23red]

Was told this was going to be escalated but not heard anything. Last night tv dropped out many times, never used to woth old Sky broadband, this fibre is awful, wish I had never changed. Plus paying more for really poor service. All light are lit on modem all the time?

[Addie15]

Hi there, I am going to send you the invite again, Caroline23red.

[Mr+Flibbles+86]

Update – Thanks for chatting to us. Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

[Caroline23red]

I ended up calling Sky, the chat doesn't work for me. They were helpful and seemed to have sorted it. It appears the booster wasn't connected to the new router.