My internet keeps dropping out

[NicholasMan]

Hi,

My internet keeps dropping out at different times throughout the day. I joined Sky in September 2024, and I've experienced this issue since the beginning. I've followed the troubleshooting steps and fully restarted my router as instructed. Initially, this seemed to resolve the problem, but after a few days, the connectivity issues returned. Subsequent attempts to restart the router have not fixed the issue.

I'm subscribed to the Sky Broadband Ultrafast Plus deal, and I have no complaints about my download or upload speeds. However, the internet disruptions are getting progressively worse. I've noticed that it also affects my Sky TV when streaming, as well as services like Netflix and Disney Plus, and while playing  games online. The most concerning aspect is that I work from home, and frequent drops during Microsoft Teams calls have become a significant problem.

I'm feeling frustrated because I don't know what else to try, as the Service Checker doesn't find any problems or issues.

[Highlinder]

@NicholasMan  black or white rotuer from Sky?

[NicholasMan]

Hi, it is white.

[Highlinder]

@NicholasMan  What speed is the service checker showing and does the lights on the router change when this happens and also on the ONT if you have one?

[NicholasMan]

Hi, just done a test and it was 495Mb/s. I do not have an ONT. No notable lights on the router when peforming the service checker.

[JimM1]

@NicholasMan Pretty sure that you will have a OR ONT somewhere to get that kind off fibre speed. Are you on the sky FF500 package?

[NicholasMan]

My bad, I do have one. However, similar to the router, there are no notable lights. 

[JimM1]

@NicholasMan You really just need to put it all out there, you do know we are customers just like you trying to help as best we can. Do you also have any pods, or 3rd party extenders, other source of wi-fi generating devices, mesh etc etc.....

[NicholasMan]

Again, my bad. However, I would have mentioned if I were using any additional equipment. So, I am just using the router that was provided with the installation kit. Everything is on Wi-Fi except the Sky Stream box.

[JimM1]

@NicholasMan Have never used the Sky Max white hub, some love it, some hate it, some say it's great signal wise, some say it's a piece off sugar, but there is something that you can do and depends on you, 

If it is purely wireless related, would if you have not already done so look at the wpa value, wpa2-psk is the most common and older, the max i beleive comes out WPA3 mode, it is also a wi-fi 6 rated device, that is good with wi-fi 6 connected devices, but not all tools play well and some get thrown out off the pram so to speak. 

Everything has to be done with your mobile app, regarding looking at and setting the hub.

You may end up just having to get some sky pod's to boost the wireless signal about, and you need to look at if you have that option on your account. HTH

[NicholasMan]

Okay, thanks for the advice, I will have a look at some settings now.