Issues with Sky WiFi max on work laptop.

[Rocksteady]

I've been having intermittent issues with my work laptop since last Thursday (12/9/24). I'm on the white sky WiFi max router (SR213 I believe) with 3 boosters across a three storey house. 

Signal isn't the problem, it's the intermittent issue I have with opening documents and accessing certain sites at work. Opening Microsoft documents, searching sites and other issues results in long delays or just times out. Teams says it can't authenticate me so I don't get messages or emails during this time. 

I've spoken with my work IT dept who say they've had a few users with similar issues but it's a problem on Sky's side. I'm not permitted to change the DNS settings on my work laptop due to security reasons so that's a no go. I'd previously done this for my other devices as I was also having issues with my iPad Pro (2018) - I changed to google's DNS which resolved the problem. 

it's so frustrating sometimes it works, sometimes it doesn't. 

Things I've tried:

- I've disabled the broadband shield entirely and tried different access settings

- I've tried all the different security WiFi settings (WPA3t, 3 and 2)

- I've reset the router by holding the WPS for long enough and then needed to re-pair my boosters

- I've continually disconnected from the WiFi, left it a while and then reconnected 

- I've updated the drivers on my work laptop

All of the above haven't resolved the problem - help! 

[jamesn123]

@Rocksteady 

Do you connect to a VPN or is it just an internet based remote work laptop?

[Rocksteady]

Hi, no VPN, just a work laptop connected to the router. It's weird as it's intermittent. Works fine when I tether my work phone though. 

[BenB3]

Hi, I was just wondering if you found a solution to this please? As I'm having exactly the same issue. Thanks

[Rocksteady]

Hi, I'm afraid not, rang sky about it and they went through everything they could at their side before saying sorry we can't help! 

I've raised with my work as they've suggested it may be between zscaler (my work security software) and sky so apparently they're investigating. 

it's intermittent so sometimes it works and when it doesn't I tether from my phone hence I haven't progressed further just yet. Major hassle cancelling sky but I honestly feel this super fast package or router or whatever it is, is far worse than what I had on the basic package. Just a nightmare with this, having to re-route DNS settings on old devices, not a good experience. 

[BenB3]

Sorry to hear, sounds like a nightmare! 

The issue sounds exactly the same as mine and I seem to have resolved it today after a further conversation with my IT team.

I ran some updates in Settings - Check for Updates. It said I was up to date but I clicked on the Check for Updates button and it installed at least 2/3 updates. Now the issue seems to have been fixed! 

You may have tried this already, as seems very obvious, but I was under the impression that updates install automatically when you re-start the device, whereas I triggered these manyally. 

Another solution that was suggested to me was upgrading to Windows 11 to see if that resolves it. 

Hope you can find a fix soon too whether it's this or something else! 

[Rocksteady]

Ah that's great to hear. Yes I've tried this in the past, will try again though and see if there's any recent updates which change anything. 

Only thing is with it being intermittent, that you never know if it's truly fixed or not!

[BenB3]

You're right - I thought it was fixed but it's not 😞 

[Rocksteady]

Oh noooo! I'll keep you posted if anything changes to fix it from my side. 

[Rocksteady]

So I didn't want to comment too early but it appears that my issues are fixed! Zscaler apparently spoke to sky and fixed the issue. Hope yours is too. 

[Chrisee]

@BenB3 see this post as it explains how to get issues between the Sky Max hub and business VPNs sorted.