New Gigafast Customer WiFi Unusable Upstairs

[hopefulmonster]

Hi everyone, I am looking for some advice please.

I am 3 days into my new Gigafast contract after coming over from Virgin. Our router is downstairs in the living room & that is unfortunately the only room that gets decent signal. Upstairs in mine & my children's bedrooms it either won't connect at all & reverts to mobile data, or is at speeds of below 20Mb which is not good enough for them to play games on, though that is the whole reason we got the Gigafast in the first place.

I knew we would need a booster as Virgin had needed to supply us with one for the upstairs to ensure the rooms received WiFi, but the sales person who set up my Sky contract said we would need the engineer to fit the broadband first & see how it ran, before I could do anything about getting a booster from Sky.

Now I've sadly confirmed the situation is the same now with Sky Gigafast for all rooms upstairs, how do I request a booster for the upstairs please? I've looked but can't find the information.

Thank you for your time. 

[Addie15]

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.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147 

[Asam]

I am 3 days into my new Gigafast contract after coming over from Virgin. Our router is downstairs in the living room & that is unfortunately the only rooms that gets decent signal. Upstairs in the bedrooms the Internet speed is very slow & reverts to mobile data. Im getting speeds of below 3.77mbs download & 0.92mbs upload which  is not good enough.

I didn't have this issue with Virgin, can you please advise what I could do

 

Thank you for your time. 

[JimM1]

@Asam What are you getting when next to the sky Hub, that's what is important?

[Asam]

I get 656.6mbps download and 106.1 upload speed when im downstairs

[JimM1]

@Asam That's what you expect no problems then! and the sky hub whatever one you have is not the same as whatever you had for VM!

[Asam]

It's not a problem downstairs however I am having an issue with WiFi coverage upstairs. I didn't have this issue with VM.

the broadband i have with Sky is much faster than what I had with VM. So I can't understand why the coverage is so poor upstairs 

[JimM1]

@Asam Do you have a sky Max hub, that is the white coloured one!

[Asam]

Yes i do

[JimM1]

@Asam Have a look on your sky app advanced settings and say what the wireless security setting is at, WPA3, WPA3-T or WPA2... Link is for guidance if you want to look at it first, i advise you to do so!

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

[Asam]

Mine is showing as WPA2

Sky shield is turned on too

[JimM1]

@Asam Next where have you got the sky Max hub currently placed as you will no doubt have it connected with the short supplied cable and hopefully NOT stuck behind a big object like a TV or sitting on the floor! Ignore the title below but see the rest!

https://www.sky.com/help/articles/broadband-tips-when-working-from-home

[JimM1]

@Asam Shield on will just mess seriously when you try to get to sites that restrict content access, that is all!

[Asam]

The router is in the living room on top of my floating wall tv unit. This is where my VM router was kept previously.

[JimM1]

@Asam What VM hub did you have? Hub 3,4,5 or 5x... 

There is nothing wrong with the sky Max as you can get full speed close to it, the wireless wi-fi signal is just not getting to where you need it, so two choices 1st is move the hub, 2nd is if you have the sky Max addon that allows you to have sky Pods, £10 extra on your monthly bill, then you need to call sky and they will test your connection and decide what can be done...

Going to send you a PM so envelope will allow you to see it.