Latest Sky Attempt Solution

[Davidwm1]

Had over 9 weeks of continuous problems -  I've spent hours on the phone and website.

Last night spoke spoke to a chap named John who seemed to want to help (I've got a call back next Tuesday for me to report whether his solution has worked). He sent a Sky pod thing which came today.

Due to the distance between router and Sky Stream puck he suggested I had a sky pod extender plugin unit.

When the engineer came to install the system I asked about extenders. (On our original BT system we had to have them!). He said you definitely won't need these now with full fibre cable.

We live in a 1975 terraced house. The master socket is in the front upstairs bedroom whilst the tv puck is downstairs at the rear of the house.

The downstairs is completely open plan.

I've  spent another fruitless 2 hours plugging the pod thing into nearly every socket in the house. Light goes off and comes back on after a few seconds.

I then plugged it into the adjacent double socket outlet which the router is plugged in! Didn't work!

I then tried an Ethernet cable direct. Didn't work. Going through all the checks it says not found automatically - connect it manually by entering the serial number. It said Oops something went wrong try again.

Does anyone have any ideas how to solve this? Am I doing something stupid?

Any help would be appreciated!

Kind regards

David (Another despairing Sky Customer)

[TimmyBGood]

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@Davidwm1 wrote:

When the engineer came to install the system I asked about extenders. (On our original BT system we had to have them!). He said you definitely won't need these now with full fibre cable.

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Having FTTP arriving at the address makes no difference to the local wireless environment 

[Davidwm1]

So why did the engineer say we wouldn't need any sort of booster near the tv?

I accept what you say as a super user but do you have any suggestions to solve the problem.

Thanks for your reply.

[lettice]

Have a read of the Sky Max pod problem solving article first here;

https://www.sky.com/help/home/broadband/sky-broadband-equipment/sky-wireless-booster/articles/sky-wi...

[Davidwm1]

Hi there Lettice

Thanks for suggestion. I've carried out all the advice. I'm not even able to put the serial number in.

It says"something went wrong try again".

As I said in the original post I have the router plugged into a double soo let and it doesn't even work then. I've also tried a direct Ethernet cable - didn't work.

l really am at the end of my tether. On a personal note my wife and I are both disabled so the tv is our main entertainment so this experience with Sky has been so distressing and difficult. When the guy rings back on Tuesday, hopefully, I think I'll just have to cancel!

Thanks again for trying to help me - you were very instrumental in solving the C5 problems previously.

Kind regards 

David

[JazTheTim]

Is it possible the pod is faulty? 
going by your setup description the router placement isn't ideal. Why would the master socket by upstairs in a bedroom. 
I would still think the pod downstairs and underneath (roughly) would connect ok. 
the fact the lights keep coming back on, no matter where you have it isn't a great sign. 
ask for a replacement? 

[Davidwm1]

Hi there.

Thanks for your reply.

When open reach put in the new line for fibre optic it came from telegraph pole opposite side of road and entered the house at first floor level. I asked the engineer if it could then be wired down the front of property to come in at ground floor level. He said all he'd been tasked to do was replace like for like positioning of the master module so it is at first floor, front of house, which, I agree, is not ideal when the streaming puck is at the rear ground floor. As it's quite a small house from the tv horizontally to a point directly below the router is only about 25 ft maximum.

Seems like the unit may be faulty so I'll contact Sky later.

Thanks again for responding.

Kind regards 

David

[lettice]

Does seem like a lazy Openreach install.

Would be best if you could ask Sky about getting your ONT relocated to ground level. 

From your ONT, you can run a cat5 or cat6 ethernet cable to your Sky Max router.

That cable can be many feet or metres, you do not have to sit the router right next to the ONT using the Sky supplied short cat 5 ethernet dable.

Mine, on Sky broadband Ultrafast+ 500 uses my own bought ethernet 50 foot cat 6 ethernet cable of 50 foot running from the ONT at front of house in front room with the cable run through that room attached to the skirting, through a small hole in wall into the middle of my house into another room, where my Sky router is positioned.

With that positioning, the router sits about six or so feet off the ground in that room and makes it perfect to supply wifi all around the house, downstairs, upstairs and down my rear long garden.

Sky can offer a Sky tech broadband home visit, as part of your Max wifi guarantee, perhaps ask them if they could try and visit.

They could if you ask nicely also reposition your ONT and place your router in a better more central house location, with a longer internal cable run.

Work out the length of the ethernet cat 6 cable and purchase that yourself, giving it a try yourself, with an ethernet cable longer run from your ONT to a downstairs repositioned router position first.

If Sky do send a tech engineer, you could use that cable from the moved ONT also to your router, if it's a better run.

Would  recommend this company as a good supplier for the Ethernet cable;

Ethernet cable link 

Hope that helps with some pointers.

[Davidwm1]

I can't thank you enough for taking the time to reply to my post.

I will definitely look into this as a possible solution.

Thanks again we're very grateful for your advice and input.

Kind regards 

David