Poor broadband connectivity

[Bacon63]

I'm sitting at home and using my mobile phone through the router getting nowhere. I have to turn lights off and then I can use my phone. This is is becoming evermore frequent, in the bedroom in the living room. I also find that the computers in the office that are in the same room as the router don't work and I have to turn the wireless on and off to get it to work. This is a disgrace. It's a terrible service and I wonder whether anybody can help identify what the issue is

[JimM1]

@Bacon63 What sky hub do you have and what is it that you are actually doing to make it work, see the link below!

This link below provides information about the coloured lights on the various hubs that can help to see what is going on! If the system is also Full Fibre then the lights on the OR/CF ONT also require to be looked at!
https://www.sky.com/help/articles/hub-lights-explained-start

[Bacon63]

It's the white box and the white light is on and I have a puck downstairs

[Bacon63]

Spoken to Sky and they're saying I should consider switching some of the devices off. What kind of service is that. There was no risk warning saying you can only have so many devices

[JimM1]

@Bacon63 That's a bit off a standard response from the sky agents, they get told the theory but not the practical off how devices operate on a network, but all hub's have a limit to devices connected so dont get surprised by that fact you dont know or are aware off...

So now that elephant in the room is out off the way, the 2nd is the sky Max hub that you have, with your MySky app you do have to use that, can you look and on advanced see what the Wireless securities is set at, the default is WPA3-T but best can be the WPA2-PSK mode. the Link below explains. and one/two steps at a time! The sky Max is hard to fault check as it just does not allow looking at it in any depth!

Sky Max change settings link.
https://www.sky.com/help/articles/change-wifi-max-hub-settings-a

Edit:- Can you also say what speed package that you have from sky, ie FF100/150 etc or standard copper 80/20 but more like 72/18....

[Bacon63]

Many thanks for your help! I've gone into the settings but it only allow me to switch to WPA2. There is no WPA2-PSK option. Is it OK to go for WPA2?

[JimM1]

@Bacon63 Yes, that WPA2 is by default the WPA2-PSK mode as for the sky Max!

[Bacon63 · Accepted solution]

Thanks I've changed to WPA2. everything still seems to be working. They said we have about 22 devices attached which will arrange from iPhone's iPads. iMac Sky glass Sky TV printer echo plus times two or three

[JimM1]

@Bacon63 This is how sky looks at it, so say 30 devices, on a FF300 connection then each get 10, now it does not work that way, as idle devices should be pulling virtually nothing at all most off the time, but one rogue wireless wifi can cause havoc on a network, it goes at it hammer and tongs so stops others getting in and therefore you say what a sugar network this is.....

The sky Max hub is just not the smartest out there, got a few simple problems, the first is that WPA3-T the T is transitional from the WPA2 to the full blown WPA3, you can thank you fruit flavoured company for stirring that up! WPA3-T just has SO MANY problems so best to turn it off, nothing wrong with WPA2-PSK on a home network it's still way secure!!!!

[JimM1]

The next is for you to go sit down compile and list, the important parts are the spec's off the devices, priority is wifi version, 4,5,6,7 then next is WPA mode, so i run around 20-24 decices, got two laptops, and one desktop that may be WPA3 mode, would need to double check that, but anyway just look guess what my setting is,,,, WPA2-PSK 24-3 =21 devices, and WPA3 is both Hardware and Software....

Going backwards is the easy, going forwards is just not possible, a WPA2 device will not work on a WPA3....

Your change should make the devices more stable so see how it looks!

[Bacon63]

Many thanks; most appreciated. Merry Christmas and happy New Year!

[Bacon63]

certainly appeared more stable but in bedroom this morning listening to radio on iPhone connected via WiFi and lost broadcast and at on stage the wireless icon disappeared and but back, that said no broadcast and cannot connect to internet we it out switch WiFi off 🙄

[JimM1]

@Bacon63 As you have sky Max do you also have the broadband boost option addon extra that allows for additional wifi pods. You will see that on your bill and the info is linked below for that. The object off those unit's is to give needed wifi boosted about to the area's that do not have it strong enough.

getting sky max and how to get the pod's
https://www.sky.com/help/articles/sky-wifi-max
https://www.sky.com/help/articles/enhanced-wall-to-wall-wifi-guarantee

[Bacon63]

Many thanks, we've got an sky engineer coming over now, so we will discuss this with him.

[JimM1]

@Bacon63 That's the way, he can check how the wireless wifi signal is about the home for you, and also what and were if pods are required they would be best placed to mesh together and work!