New fibre installation and extender

[CHP1977]

I've recently had fibre broadband and a WiFi max hub installed and my connection is permanently saying poor quality and disconnecting when I am on calls etc?

I didn't have any issues on Sky Broadband but since I have moved to Sky Fibre it's permanently dropping out.

[Chrisee]

@CHP1977 there are a few reasons why the wifi in uour home may be worse when switching to fibre. The first is the hub has been moved to a worse position. If that applies buy a longer ethernet cable and move it back. The second common issue is if you have Sky Q boxes these no longer act as wifi extenders with the new white hub. Here you need to ask Sky for an extender that matches the white hub which come as part of the wifi max package.

[CHP1977]

Thanks the reply I am already paying for a WiFi Max Extender and it's still dropping out.

It's cut me off 4 calls today already.

Really disappointing as it says it's good connection on the app but the reality is throughout the day and night it's saying "poor connection" and cutting me off calls.

[Alan9111]

Had to send my white router back as hopeless, went back to old black router with full fibre 300, 

[CHP1977]

I still have my black one here as I haven't returned it yet, with all the issues I have been having.  I might give that a try it's really getting unmanageable.

I work at home so I need constant stable connection and for the last 2 weeks my calls are constantly dropping out, TVs frozen and saying no connection and my 12 year old thinks the world has ended as his gaming is loosing connectivity mid game. 

[JimM1]

@CHP1977 I would quickly go back on your SR203 sky Broadband Hub to see what changes, you may lose a little with the FF ONT position if the hub has moved and you will not be able to use the extender pod to boost your wi-fi with it. You can only see what the old hub will give you coverage wise standing alone!

[Alan9111]

The white router would keep dropping signal, had 3 sky techs trying to help over the phone, it wouldn't even connect to mini sky box in bedroom, cancelled sky max subscription too, just kept the full fibre 300

[CHP1977]

Thanks @Alan9111 and @JimM1 I'll give it a try.

It's very frustrating I had no issues with my Superfast broadband, Q box and mini box and since I have changed to the new white max hub, WiFi extender and booster I've had nothing but connection issues! 🙄

[JimM1]

@CHP1977 Below a couple off useful links from sky, and your sky Max hub is NOT Q mesh compatible like the older SR203!. So the sky Q and the mesh have to be treated as NONE sky third party devices especially on the wireless wi-fi connection side!

sky connecting devices
https://www.sky.com/help/articles/connect-devices-to-broadband-start

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

The few things that help the sky Max, is get it back too wpa2-psk mode and away from the WPA3-T, the 5Ghz auto nothing you can do but have a look, been said to work WAY UP the channel selection freq range, higher you go, closer you need to be equipment wise! and if Map-T issues then that is just how the sky Max is operating!