Phones keep disconnecting from wifi

[Luther69]

Mine and the wife's iPhones keep disconnecting from WiFi and changing to 4g. The 4g connection around my location is very poor and do rely on WiFi assist when making calls. Well that's difficult when the WiFi keeps disconnecting. There seems to be no problem with watching sky on our sky streaming pucks just our devices constantly disconnecting 

[Chrisee]

@Luther69 WiFi signal strength will vary around your home so the issue could simply be the phone is not getting sufficent signal to connect which implies you need a booster or extender which Sky can providexas part of the WiFi Max add-on.

However iPhonesxand most Android phones hsvecacsetting called WiFi Assist where the phone will,switch to using mobile data if WiFi is poor.on an iPhone it is near the bottom of the Mobile Dataxsettings turning it off can help with stability.

[Discoball]

We haven't long switched to Sky and we are having the same issue, just our phones nothing else. And we rely on wifi calling due to particularly poor signal. We did not have this issue with our previous supplier. we are also missing work calls as they go straight to voicemail and then notify us of a missed call. 🤦‍♀️
Did you get this resolved at all? 

[Sarah682]

I am having the same issue. Sky just "upgraded" me to the new fibre service and I got a new router. Since then, my phone keeps disconnecting. It means I have gone over my data allowance this month now. 

[User1a2b3c]

I've recently moved from BT to Sky and am having exactly the same issue.

Have you been able to resolve your issue?

[Sarah682]

I turned off the WiFi assist on my phone, as recommended in a previous post, and it seems to be OK for now. 

[User1a2b3c]

Thanks. I've tried that plus all other fixes I can find (hard reboot of router and iphone, forgetting network and resetting network settings) and it's still dropping the connection every few minutes. That is actually an improvement on how frequently it was dropping the connection before.

[Discoball]

Still having awful issues with it. Have done everyything and got an extender sent - Devices still dropping over consistently and still connot hold calls properley. I have just booked an engineer to come out and see for themselves! Am starting to regret my decision to move over! 

[User1a2b3c]

Hi. 

Thanks for replying to this.

Im having similar issues and also have an extender. Very annoying when I've tried every fix I can find in the internet. 

I think I'll be getting an engineer out too. Very frustrating when it drops the connection on things like the NHS app or banking apps and you have to re-enter details only to have it drop again.  FYI in case it helps, this is only on iPhones in our house. Our two android phones seem fine.

It would be nice if a sky employee jumped on this thread given the number of similar issues being reported. 

If I make any progress I'll try to remember to share it here.

[RichardGarnett]

Having exactly the same issue, have a booster! It's only iPhones all other devices are fine! I've had the engineers out numerous times and nothing has been resolved

[User1a2b3c]

Thanks for getting in touch & sharing. Only sorry you're having the same issue and Sky have failed to provide a resolution.  It's beyond me why they cannot solve this. 

I'll progress with Sky and feedback anything I find out that might be helpful.

[RichardGarnett]

I googled it and one remedy was to reset factory settings for network, go into general > settings > transfer & reset iPhone > reset > reset network settings! You will need to re-sign back into your WiFi! Ever Since I have done this my iPhone hasn't dropped off again! Only been an hour though but defo promising as it was dropping off everything couple of mins before

[User1a2b3c]

That's great - glad it worked for you. Sadly I tried that a while back & no fix. I thought I'd got it last night by changing the DNS setting to 8.8.8.8 but it dropped again a little later. If anyone makes that DNS change please do remember to note the existing DNS details so you can swap back.

Im wondering is it might be linked to the extender / puck. I'm going to turn that off & see what happens.

[Chrisee]

@User1a2b3c adding a manual DNS to a phone's network settings does not change the Sky hub's default DNS settings so leave the hub's IP address of 192.168.0.1 in the phone's manual DNS list or switch it back to automatic DNS.

While DNS issues can cause problems it cannot of course solve issues where the  WiFi signal is too weak which is far more common.

[User1a2b3c]

Thanks for that advice - I'm clutching at straws having tried every fix I can find in the community or on-line / You Tube etc.

WiFi signal strength isn't my issue as far as I can tell - the signal drops out when I'm a few feet from the router too. 

Whilst BT were over charging me at least it was a solid connection.  They pretty much price matched Sky just after I changed so I might need to go back to them if I can't get a technical resolution through Sky.