Internet access drops off

[Dee661]

We have the guaranteed 150 Mb service and during video calls the connection is very poor and often disconnects so the video call is dropped. 
we are paying to have a service that is guaranteed to work and it isn't. Please help to resolve this as it is impacting our ability to contduct our work. 

[jamesn123]

 Hi @Dee661 

What kind of device are you using to make these video calls? How is it connected to the hub? 

[Dee661]

It is a new HP laptop running Teams on Windows. It is connected directly to the router via 6e Ethernet cable. 

[jamesn123]

@Dee661 

Okay that sounds like an optimal connection. Which Sky hub do you have?

[Dee661]

It's the Sky WiFi Max hub. 

[jamesn123]

@Dee661 

Okay, I assume the line check in the My Sky app comes back okay?

I think you'll need to contact Sky and report this as an issue as it should not be happening over ethernet. I take it the ethernet cable is direct to the hub, not through anything like powerline or a booster?