Is anyone else having trouble with their WiFi?

[Tazlou]

Every day for the last 2 weeks we haven't been able to use our full broadband. It doesn't work with social media or gaming! My fire stick won't even connect to it! I've phoned them about 6 times and each time an advisor tells me something different... First it was broadband shield, then I was told I needed boosters, then it was my shield again. The very last time I was told I needed an engineer to come out, but as we've opted for full fibre and this is being installed on 27th they couldn't send anyone out, as the system thinks we are already booked in for a repair... It's becoming beyond a joke now. We can't use social media at all while connected to WiFi, all types of gaming doesn't work also my daughter is doing remote learning so all work is being done via Zoom calls/Google classroom and even that isn't loading... Neither is any shopping apps like Asda, Morrisons ect... We having to use our mobile data all the time! The only things that work are netflix and Disney. Is anyone else having this trouble?

[TimmyBGood]

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@Tazlou wrote:
Is anyone else having this trouble?

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Sky supplies around six million households with broadband: if at any point in time 99% of those connections are running just fine that means 60,000 households have a problem: unfortunately that's the nature of the technology, particularly when running over copper phone cable.

If you post your Hub stats, we'll have some information about your particular phone line and internet connection to work with.

[Tazlou]

http://192.168.0.1/sky_index.html 

I'm not sure how to post a picture, so I've posted the webpage. If this doesn't work, can you let me know how to upload a screenshot. 

Thanks.

I fully understand that people will run into problems every now and again with their broadband, but we haven't been able to use it at all for 2 weeks. 

Every single time I do a check on the signal it's saying it's all connected 

[Ozzy2022]

Yes it's been dropping out about every 10 minutes or so since 7pm. 

[Tazlou]

 

[Chrisee]

@Tazlou it looks like you posted the wrong screen and the screenshot has been rejected as it probably showed details like your IP addresses, the stats themselves are linked bottom right of the main maintenance screen and contain nothing that breaches your security.

[Tazlou]

 

[Chrisee]

@Tazlou there is nothing apoarently wrong with the connection to your Sky hub which is running at the maximum for a Superfast service at 80Mb/s down and 20Mb/s up and has been stable for at least 33 hours when the hub was last rebooted.

I note you are only using WiFi but if you run a speedtest on a device close to the hub you should get results around 72Mb/s down these will reduce in rooms futher away as signal strength is lost. The issues with inability to connect to social networks and gaming sites are most likely caused by Sky's Broadband Shield as the lower age rating of PG will block these sites see https://www.sky.com/help/articles/sky-broadband-shield-using the account holder can customise these settings using the My Sky app or website.

WiFi speeds in your home depend 

[Tazlou]

Our broadband shield is disconnected as this is what sky told us to do and has been since the first day of the problem. 

Even using an ethernet cable doesn't let you get on anything listed above in my first post. 

I'm not too fussed over social media and gaming. It's my daughter's school work. She's having to use her phone (with mobile data) to do the work but isn't able to sit in any live lessons unless she uses my phone for the live lesson and her phone to do the work. Which is such a mess about as the tutor isn't able to help her properly as she can't share the screen with it being on a different device.

In our area mobile data isn't very good so trying to connect a laptop to it is impossible due to the signal dropping out. 

Will just have to wait until 27th when our new WiFi gets installed and hope that sky refund us for the net we haven't been able to use. 

I have been ringing them daily so there's a record of it not working correctly. 

[Chrisee]

@Tazlou if Sky Broadband Shield is disabled completly then the connection will not block traffic to social networking sites. However other systems on devices maybe the cause but I must say it is odd if you can access sites over mobile data but not over the Sky connection. I would triple chack the Shield's setting as it has been known not to be completly switched off.

[Tazlou]

 

[Tazlou]

This is what it's saying when I check it. Sky did tell me to wait 24 hours, but it's now been 2 weeks and still nothing. They sent me WiFi boosters out to see if that did anything, but nothing. 

We've turned all internet security off on the laptop, used the ethernet cable and we still can't access Google classroom. We get the the little dinosaur, it's as if there's no internet getting to the devices.