Ongoing broadband issues

[smileypostie]

I have Sky full fibre & Sky glass & have continual internet outages. I've yet to watch a live football game on Sky sports without it freezing or stopping with the message "waiting for your programme to load." I contacted Sky twice & each time an Openreach engineer visited. Both engineers said the issue was the hub & they'd recommend a new one in their report.  No hub was forthcoming, despite continuing issues. I contacted again & was told a remote line test had been done & the issue was on my end, contrary to what the 2 engineers had said, despite them physically checking my set up. I'm sitting here tonight trying to watch the Brassic Christmas special & every 2 minutes the internet drops out. So frustrated, I've been with Sky for years, but am now thinking of trying another provider. Does anyone have any advice please, before I end my relationship with Sky out of utter frustration. Thank you

[Chrisee]

@smileypostie unless you are still in the 31 day cooling off period you cannot cancel without paying charges unless Sky have waved that requirement so if you have not already make a formal complaint to start that process see How to make a Sky complaint | Sky Help | Sky.com

I too have both full fibre and a Sky Glass TV and do not have the issues you report so when connected properly you can watch sport without issues. Having high speed connection to your Sky hub does not mean that your TV will be getting a high speed connection over Wifi. To check what is going on run the network test in the Netflix app's Get Help menu. Wifi signal strength is important but there are other factors including wifi interference especially with Sky Glass/Stream services which is why where practical using an ethernet cable can help. Where a direct cable  is impractical you could try powerline adapters which use the mains wiring to carry the data. I have successfully used these myself to get round an issue where a TV was in a area where wifi signals were blocked. 

While routers can be faulty it is rare that one would have worse WIfi output than another example of the same model. Broadband engineers often say its the router at fault when they run out of other things to blame. So switching from one SR203 Hub to another is unlikely in practice to solve the problem..