New broadband connection WiFi poor

[neil+delahay]

Hi all. 2 weeks in and struggling with WiFi. Devices constantly show fluctuating signal strengths even in close proximity to hub. Devices drop the connection and reconnect multiple times a minute.

have run all the tests through app and all show good. 

rang sky and the fix was a sales pitch for sky max. Although I agree that would fix reach issues in bedrooms. I didn't think it would fix the fluctuations when stood in the same room. They could offer no other advice.

any advice appreciated before I get it removed to go back to old provider 

[jamesn123]

Hi @neil+delahay 

What I would suggest is giving the hub a proper power cycle, then connect one device to see if the WiFi still behaves the same. Then you can try and narrow down whether the issue is the hub or a certain device. 

[neil+delahay]

I think the power cycle was what was done with CS over the phone. Pulled plug on router and the open reach wall box. Then later held WPS button for 30 seconds which reset router to default on restart.

can possibly do that again to prevent all the devices connecting on the restart. We have quite a few smart devices. My fix moving to sky was to rename Wi-Fi as the old SSID and match the password as an easy fix. I have tado heating, a number of echo devices, blink door and cameras and smart lights. Add in my works laptop and mobile devices and tablets we easily have 25 devices connected at anytime.

wondered how the hub chooses best channel for each signal as I can see neighbours have sky and my sky tv box emits a channel too. Just wondered if the drop and reconnect and signal strength fluctuation might be where devices are switching between 2.4 and 5 signals.

either way didn't appreciate the response of computer says to sell you max as a fix to all the problems.

[neil+delahay]

Just downloaded an app to plot signal in the house. Unsure of how accurate but room with router gives a signal of -50dBm but even the kitchen which is 2 meters and 1 wall from router drops to -75dBm. Upstairs drops further to -87dBm. 

so sky router definitely has a poorer reach than VM superhub 5. 

after reset, the fluctuations have somewhat resolved but the last 24 hours we have had a few drop outs and reconnect.

[Me134]

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@neil+delahay wrote:

Just downloaded an app to plot signal in the house. Unsure of how accurate but room with router gives a signal of -50dBm but even the kitchen which is 2 meters and 1 wall from router drops to -75dBm. Upstairs drops further to -87dBm. 

so sky router definitely has a poorer reach than VM superhub 5. 

after reset, the fluctuations have somewhat resolved but the last 24 hours we have had a few drop outs and reconnect.

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You may need to consider either the Sky WiFi Max add-on package or perhaps purchasing a 3rd party mesh system (which remains yours regardless of ISP used and would be my own personal choice).

https://www.sky.com/broadband/wifi-max

[neil+delahay]

From bad to worse now. ONT displaying a red light as is the max hub. Have power cycled both but no luck and after 9 pm means have to go without until tomorrow.

tried online using the app but after testing it tells me the broadband connection is fine and the WiFi shows devices are fun. The second one is strange as I ran the test a second time after powering down the ONT and hub yet it still showed all green and operating on the app tests

[Chrisee]

@neil+delahay the quickest way to get something sorted is to use the online service che ker in the My Sky app which works over a mobile connection. Once it has picked up a dropped connection which takes up to an hour it can tell you whether Sky are aware of an issue affecting your line or walk you through some checks before offering to book an engineer. A red light on the ONT means the unit is not getting an optical signal. Full fibre like any line can get damaged or tge unit generating the signal at the exchange is down. In either case its down to Openreach or City Fibre to fix.

[neil+delahay]

Hi yes eventually it picked up the fault and I was able to report in the app. It is a little misleading in the app when you can run a test for broadband and Wi-Fi and I was getting all green and it telling me my Wi-Fi was great with connected devices even after I unplugged both the router and the ONT?

I had message saying outside of home fault and by this morning fixed.