New user having several issues

[Yvonne123]

Hi, as other users are reporting, I've had a lot of issues since setting up new service / hub in Monday. It's extremely difficult to connect new devices, some not connecting at all even using WPS. Connection drops off on devices. Mobile and laotop both completely disconnected this morning, not even recognising the network, had to power off everything and rejoin. Can't connect wifi printer, smart plugs....not ideal at all, especially since I work from home! Would really appreciate a response, have followed all the suggested fixes after receiving a text from Open Reach: Hi, Openreach here, we ran a test shortly before your order completed and detected a connection issue between your router/hub and your ONT. This may no longer be the case if your router/hub is now connected correctly to the ONT. If you haven't already, can you use the ethernet cable provided with your router/hub and connect the ONT to the router/hub. Please reply - WORKING if you are happy and your service is working - NOT WORKING if there is a problem with your broadband...

[Tom-W19]

Hi @Yvonne123 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

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

[Addie15]

Update-We are closing this session now due to no further response within 48 hours. If you still need help, please let us know so we can re-escalate this for you. Thanks.

[Yvonne123]

Hi there. We are still having the same issues, so please don't close the case. I've had a family emergency so haven't been able to give this more of my time the past couple of days. Managed to get printer set up with direct cable...definitely not ideal!! Took 14 attempts over 2 days rebooting kitchen tv and hub to finally get connected (it's a 2yr old Samsung smart TV), still cannot connect home phone handsets, devices are kicked off or lose network altogether overnight, every night since installing last Monday...this has not been a good experience at all and getting quite frustrated. 

[Addie15]

Hi there! We have resent the invite now. Thanks.

[Yvonne123]

Hi. Looks like my case has been closed without any warning as the chat history is no longer visible? However, my Internet is still disconnecting at some point during the night. This has happened every night since joining Sky on 15th July except for one. I cannot continue like this and cannot go through the extensive hours and hours of time re-doing all the checks again, so please can you re-open and investigate further, thank you.