Paying for latest white wifi hub and it’s terrible

[Kellie+from+Durha]

We upgraded and are paying £3 a month more for the latest (white) wifi hub, supposedly better all round but it is terrible. Device connections drop out several times a day for all 4 of us in the home. When I run a test it says it's fine but it is noticeably worse than the old black hub we had prior. I am not happy at all with the current wifi. 
has anyone else had this issue?

[TimmyBGood]

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@Kellie+from+Durha wrote:

has anyone else had this issue?

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Numerous similar posts would suggest so, although it's impossible to tell from outside Sky as to what kind of percentage that it.

[Kellie+from+Durha]

So what can we do about it if Sky is saying our wifi is fine?  We've had it a couple of months now and it's so bad compared to what we had before. I regret upgrading, wish we had stuck with the old one!

[peter-marlow+1966]

You could ask sky for a booster pod  to help with your  wifi it's  free to you

[JimM1]

@Kellie+from+Durha When you are having problems, do you look at the White Sky Max Router/Hub? Do you see the light change colour or anything else? The service checker does a one shot to the Max daily you can go online, look at what it thinks with a 30 day history.

Also have you ever run the diagnostic service. Both links below for you.

https://www.sky.com/servicechecker

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

[Kellie+from+Durha]

I have done all of this - it always comes back as if it's operating to a "good" level, but our devices say otherwise - it will stop us scrolling through Instagram, buffers when watching videos / reels etc.  I work from home (via a secure connection) and my laptop will also buffer when I'm doing things. 
its frustrating as the old hub hardly ever did this. 
I must say when it's working fine, I can tell it's faster than before, but the constant drop outs are VERY annoying when we are paying more. 
I think it's just gone up to £4 a month more from 1st May as well 😤 

[JimM1]

@Kellie+from+Durha Can you post up the screen capture from your service check.

[Kellie+from+Durha]

 

[JimM1]

@Kellie+from+Durha Will take a look as soon as your picture is cleared for viewing.

[Kellie+from+Durha]

Think I've uploaded it. This was when I checked after the husband w as upstairs and said he couldn't load something he'd been sent. It always says it's good but we know it's not as it continuously drops out when trying to load stuff which can be work related / watch stuff on socials etc

[caesarome]

@Kellie+from+Durha 

Your images should be viewable now.

[Kellie+from+Durha]

I should've also said that it also buffers / kicks us out on TV apps like Netflix, Amazon, Apple etc. when watching something.  All apps are through Sky too so not separately paid for

[JimM1]

@Kellie+from+Durha Just takes a little time for the viewing that others can see, you always see what you have posted instantly, anyway the system does think that the speed to your router is fine, the sky Max gets a bad rap and i have never used that router, SR203 Black all the way, would not entertain a router that requires you to use a mobile and app to control it.

Going to have a close re-read on your post, moving to a wi-fi 6 sky Max may or may not have been a wise move, just do not know what you have, but a quick question do you know how the router is set for wireless mode, is it the older WPA2-PSK or the newer WPA3 higher security mode, you should be able to see it on your APP. And are you more wireless connected, or wired to the Router?

[JimM1]

@Kellie+from+Durha There is nothing jumping out from re-reading your post, if you do not mind answering the previous question if you know how the wpa is set in the Max router, also do you have any extenders, a mesh network connected, are you streaming everything for TV etc and IF you have ever connected Ethernet device ie a laptop that you find then is way better in operation. Is a landline connected to the router that you use?

Edit:- have you ever tried the link below, to test?

No connection or slow WiFi | Sky Help | Sky.com | Sky Help | Sky.com