'Problem with in house set up' I am told by the phone bot.

[TheMummySue]

My devices don't connect properly. Despite showing strong signal. I can get online erratically but get bumped off, I can't fill out online forms as I have to keep signing in and out of wifi which seems to kick start it sometimes for a few minutes. Facebook doesn't work properly at all. Messenger I can't even get into.  Phone and live chat useless of course. At the moment  I get told the above title ' problem  with in house set up' and then cut off. 

I have had multiple visits from engineers all saying different things, but the system still does not work properly. yes, it says strong wifi signal, but I have tried on four different devices. I have followed ALL the online reset instructions for Sky equipment AND the devices, MULTIPLE TIMES over several months and so has my daughter.

I now can't log into ipad messenger, at all, I can't log into whatsapp on phone or ipad, (and yes the operating systems are fine despite the Whatsapp drop out Oct 2023) I can't get into facebook or if I can it doesn't work properly. If I go to someone else's house or a cafe or anywhere at all with wifi, ALL these things work instantly. I factory reset one phone and it would not sign into whatsapp at all until I went to a different place with wifi. So it isn't the set up on my devices. One is ipad 8th gen, my daughters one is 9th gen and brand new.

I have had my mobility alert fall device removed - which one engineer told me was probably the issue with the crunchy phone line - which considering I am 79 is a pretty bad idea, isn't it? There was no change. If anything things are now worse with the wifi.  The phone line still has random crunchy/echoy effects, and yes, there are anti echo settings and I have used them AND bought entirely new phones.

One engineer messed with the big green street phone connections box and said there was the problem. Things did improve for a while but this week everything has gotten worse.  

The only thing I have NOT been able to do is make any changes to the router by visiting the IP address - my username and pasword are not accepted, (which considering I am able to sign into my SKY account makes no sense to me)

One ipad occasionally says 'Hidden Network' next to the wi fi information, and the online instructions to reset router setting require visitng an IP address, which I can't sign into - see above. 

Multiple engineer visits, and you know how hard that is to get.  I have had enough. I would leave SKY as they are NOT giving me the service I am paying for but my husband has just died and I don't have the watts for that or any of this. I am sick to death of SKY and not being able to get the service I am PAYING FOR. 

[Chrisee]

@TheMummySue the sign in to your Sky hub is not the same as your Sky id. So that forum members can try to help can you post your hub's connection statistics as explained in this link https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/td-p/2855717

which gives you the log in details for the various Sky hubs. If you can dont use an iPhone or iPad but if you have to use Chrome rather than Safari.

[TimmyBGood]

@TheMummySue 

The symptoms suggest an external copper line issue rather than anything to do with local WiFi.  At this point Sky would probably be prepared to release you from contract, but it's important to understand that any other ISP on the Openreach network would inherit the same issue.

[TheMummySue · Accepted solution]

So. another engineer booked for the crunchy phone line. 

But, the wifi issue turned out to be this - I have SKY sheild on my phone - this blocks spam/sales calls by requireing the other person to say who they are,  you then press 1 to allow the connection. ( Other sheilding options block hospital and doctor appointment calls)  It took 1 hour 40 mins on phone with customer service, redoing all the things I had alreay done (understandably) until the lightbulb flared for him and he disconnected the service. He said it would take 15/20 mins but result was immediate.  Posting this update to help others.