Moved to Full Fibre and Broadband fine but no Wi-Fi

[Vicky.A.T]

Last week we moved to full fibre broadband but Wednesday the WiFi dropped out and no one can use it. To be clear any devices plugged in are fine but no phones, tablets or laptops can get a signal despite it showing as full strength on both the devices and my account. I have followed the usual troubleshooting steps including turning the hub off for an hour but still no joy! I phoned Sky and was told this was due to the number of devices we have which seemed strange as we have never had an issue where noone can use it but duly disconnected some devices but no joy.

This is extremely annoying as we are going through our data allowance at a rate of knots and we can only use one laptop which is connected via Ethernet cable.

Please can anyone help?

[caesarome]

@Vicky.A.T 

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help then you will need to give Sky a call about this again to report it to them.

[Vicky.A.T]

Thank you - I have done this test several times but always returns as green (I have just done it again) so I want to log a fault but cannot work out how to!

[JimM1]

@Vicky.A.T What about the hub, see the link below.

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

[Nimbob]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - Escalating-a-post-to-a-Sky-expert 

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.