Laptop connection dropping out

[Sarah533]

We have moved to Sky today.  I have managed to connect almost everything but I am struggling with my partners laptop,  she works from home and it only connects for a few minutes and then drops out?   I've called Sky and they were useless and we tried the IT dept and they can't help.

any ideas how I can fix this issue. 

[JimM1]

@Sarah533 You where answered on the other post so is this now a seperate request to your first!

[Sarah533]

I thought making a new post as opposed to replying on an old one might get me more advice 

[JimM1]

@Sarah533 No problem but the question still is Black or White sky Hub, it makes a difference on what you are going to be asked or replied to about!

[Sarah533]

 

It's the white hub 

[JimM1]

@Sarah533 Thanks, so one laptop with an issue, if it is wireless connected, then use your app and go check adjust the wireless security level, if on WPA3-T you want to peg back to WPA2-PSK as a starting point. Link below about how to do so!

Sky Max change settings link.
https://www.sky.com/help/articles/change-wifi-max-hub-settings-a

[Sarah533]

Security level is set to WPA2  already checked that. 

[JimM1]

@Sarah533 Does the laptop have an Ethernet port for connecting direct to the Sky Max hub?

[Sarah533]

 

[Sarah533]

No it's always been connected wirelessly.  

[JimM1]

@Sarah533 On that link from earlier, then look at disable the 5Ghz band and connect the laptop that way, speed will be down but YOU need to establish what is going on FIRST.... The 5Ghz can be re-enabled later this is a TEMPORARY method just now!

So you are aware, pictures that you post have to be looked at and approved for general viewing, your ones will NOT be available until then when looked at, any personal details will stop those dead in there tracks!

[Sarah533]

Well that's helpful if pictures cannot be seen straight away!! 🤣 

I have disabled the 5Ghz but my partner is currently hot spotting on the phone and cannot stop this piece of work to test it which is frustrating me. 😜

[JimM1]

@Sarah533 Never simple, just get round to it when you get the time! Pictures are cleared now so going to look at them also!

[Sarah533]

Okay so with the 5Ghz disabled her connection was okay for about 2-3 mins then dropped out 

[JimM1]

@Sarah533 Let's be sure that the hub has applied all the settings, just reset it will take about five minutes for the max to re-boot.