Poor wifi signal after upgrading

[Elandb]

We upgraded to broadband ultrafast1 in the winter and my children complained it was worse than the previous BT connection for gaming. Lagging, dropping out,  freezing etc. 

I have some problems when working from hime with Conference calls dropping out. 

Using mobile phones to access the internet is poor, most sites don't load and we all end up switching to 4g because it's so much faster and subsequently have had to increase my data package (all sky contracts so win-win for sky).

Now paying for wifimax. It makes no difference.

I feel like everytime I try to troubleshoot I'm offered something else I have to pay for as a resolution.

In some rooms ( my house is not large ) 

there is almost no Wi-fi and mobile devices switch to 4g automatically. 

The trouble shooting available on the app shows no issues and I just go around in circles with it. 

I find it really frustrating that I pay more now than I ever have for a broadband/wi-fi solution and it doesn't do what it's supposed to. 

Very long winded rant here, sorry, but basically my question is how do I get an actual Sky employee to fix the situation for me? 

[Highlinder]

@Elandb  If you are paying for Broand Max with Sky then you are entitled to pod(s) to help with Wi-Fi throughout the proerty. Give Sky a call and expain to them that you are having Wi-Fi issues in the property. Just dial 150 on your landline and ignore it when it tries to send you a text and it should put you through to an advisor.

[Elandb]

Thank you, I've called and they are sending pod. They said I'm only entitles to one free one. I'll see id that improves the situation. 

Interestingly I've also had an email this morning to say they know that the broadband speed isn't what it should be and offering the right to cancel, or call them to talk about different options.

My preference would be to stay and have a service that works.

I'll call them and see what else they can offer. 

[Highlinder]

@Elandb  Please let us know as it will help others if they have similar questions and this is able to give them a solution.

[TimmyBGood]

---

@Elandb wrote:

Interestingly I've also had an email this morning to say they know that the broadband speed isn't what it should be and offering the right to cancel, or call them to talk about different options.

---

Is your Ultrafast 1 over G.fast (copper) or FTTP (optical)?

FTTP should always be capable of delivering any specified minimum speed and so that email wouldn't be relevant.

[TimmyBGood]

---

@Elandb wrote:

I've called and they are sending pod. They said I'm only entitles to one free one. 

---

The WiFi Max offering says one pod despatched on request and up to two more fitted during a 'wireless engineer' visit.

[Elandb]

Hi,

I don't know, how would I check? 
Thanks

[Elandb]

I see, thank you

[TimmyBGood]

@Elandb 

G.fast arrives through a telephone wall socket, while FTTP has a separate box (ONT) with LEDs in addition to the Sky Hub.

[Elandb]

Oh it's fttp then, they brought in new cables from the telegraph pole outside my house, and I have a new little box with LED's attached to the wall.

So are you saying they should be able to meet speed commitments via that? 
Thank you