New sky broadband is shocking

[Ac46]

Spoiler

I've had sky broadband since the end of march, for the first 10/14 days I expected the service to be disrupted and a few issues, but we are well beyond this time now and the internet is actually shocking. We have issues every night when trying to watch live TV and streaming services. It constantly buffers or drops out, if my husband is gaming, we can say goodbye to the TV because they won't both work at the same time. We have supposedly signed up for the same mbs as our previous provider, who. I never had any issues with, but since joining sky the service is so unreliable and I'm paying a lot of money for a service I expect to work. This isn't just happening during peak hours either, it's any time of the day. A TV in another room of the house which is closer to the router loses connection virtually every day, every day we switch it on we have to reconnect to the internet. It's been a matter of weeks of poor internet service which I would like sorting as I'm not prepared to pay through the nose for the next 18 months of shocking internet. 

[JimM1]

@Ac46 Suggest you run the service checker and also the system diagnostics as a first step, links below.

https://www.sky.com/servicechecker

https://www.sky.com/help/articles/broadband-diagnostic-start

[Ac46]

Thanks, I've done both of those multiple times in the period of time I've had these issues and every time there are no issues with my set up or the area... 

[JimM1]

@Ac46 What does your last 30 day's look like?

[Ac46]

• 109mb speed consistently apparently

[JimM1]

@Ac46 What service are you on from Sky, is it a G.Fast service delived to a Openreach Master Socket?

[Ac46]

I'm on full fibre package with the standard sky broadband box I believe which is plugged in to a master socket from open reach. No phone lines involved. 

[JimM1]

@Ac46 If you are plugged into a OR Master socket, then you are NOT on FF, have a look at the label on the supplied box or post a picture off your connection, picture below is off a FF connection so you can compare.

SR203 connected to FF500

[Chrisee]

@Ac46 if your devices are connected using wifi the most likely issue is the wifi signal level from the Sky hub is lower than your previous router. There are several possible explanations but if Sky hub is in the same location and you did not have any boosters before you dont have now it looks like the Sky hub is not performing as well.

Sky have a bundle called WiFi Max which can supply up to 3 wifi extenders which should help particularly with the buffering issue on video.  it maybe worth talking to Sky about whst if any discount they can offer on that bundle to enable their system to mstch your old systdm

[Ac46]

Thank you, the set up is exactly the same as before so I don't see why there would be an issue other than the signal not being as strong, I will speak to Sky ref boosters. 

[Ac46]

I will check this today, thank you. 

[Ac46]

I've checked this now and my box matches the picture that you've posted. I'll try ringing sky ref boosters instead as the hub clearly doesn't perform as well as our previous provider. Thanks for your help 

---

@JimM1 wrote:

@Ac46 If you are plugged into a OR Master socket, then you are NOT on FF, have a look at the label on the supplied box or post a picture off your connection, picture below is off a FF connection so you can compare.

SR203 connected to FF500

---

[JimM1]

@Ac46 It's a slow process getting information needed to assist and you appear to have a Sky FF150 system ONT connected, the Router supplied by sky to you is it black or white in colour, have linked the what does below, take a quick look to see what you have. As chrisse has pointed out it maybe wireless related, there is NO two identical ISP supplied routers that act / behave the same and when you move from one ISP to another issues can/ do crop up.

 https://www.sky.com/help/articles/hub-lights-explained-start

[Ac46]

It's the black broadband hub - thanks for the link, I've been through that many times on the lead up to posting on this forum