Problems with fiber broadband

[AminDangra]

Hello,

I moved my full fiber broadband from BT to SKY couple of months ago and since then we are suffering. We have 4 -5 comoutres and about 4 apple devices. The router is downstair but most of the devices are upstair. The computers have very week signals. They keep losing connections specially during TEMAs and Zoom calls. Iphones having the same issue. There was abolustly no issue with BT broadband and router. ANother frustration is that there SKY only calls when then have to sell something but I cannot find any number to contact them if I need assistance.

Are the problems with quality of broadband common. How can I get in touch swith support team?

Can someone please help?

Thank you,

[Markh1968]

Hi

You could ask Sky for some Wifi pods (extenders) to strengthen the signal upstairs. If it is an option Ethernet would be better so all you main and important devices are cabled directly into your router.

I think one of the SuperUsers on here may be able to help to get someone from Sjy to message you via an escalation.

Hope this helps

[AminDangra]

Thank you, Markh1968.

I will wait for someone in SKY to get in touch with me for the extenders. 

Running ethernet cables is not an easy task for me currently. But will look in to the possibilities.

Thanks.

[AminDangra]

Hi Markh1968,

Can you please help me how can I connect Sky for extender. 

I am so frustrated with sky support. I have spend an hour with the useless virtual assistant without any luck. I seems that i have take a regratfull decision of moving to sky for internet. 

I will certianly recommend not to use this rubbish service to anyone I know.

Thank you,

Amin

[TimmyBGood]

@AminDangra 

Sky loans wireless booster hardware free under the terms of the 'WiFi Guarantee' element of 'Broadband Boost' and the 'Enhanced Wall to Wall WiFi Guarantee' part of the 'WiFi Max' subscription supplement: they don't otherwise provide or sell them except to resolve issues with Sky Q. Phoning Sky to go through a telephone diagnosis is required to have a booster or pod allocated to the account. Inevitably some have leaked onto a certain auction site, but Sky won't offer support with using these. 

Confusingly the 'Wall to Wall WiFi Guarantee' doesn't actually provide booster hardware, and is essentially a sales lead generator for the supplements mentioned above.

[AminDangra]

Hi Timmy,

Thank you for the addition. 

As you said this is just money making tools. I am already paying good subscriotion for such a crap service.

Thank you anyway.

[jamesn123]

@AminDangra 

Do you have the Sky Booster or Sky Max addons you might find you are already paying for it?

[AminDangra]

Thank you James,

Please see the summary of contract.

Services: Sky Broadband Ultrafast Plus
Equipment: Sky Max Hub
Speeds of the internet service and remedies:
Download speeds: Normally Available: 515.0Mbps; Max: 515.0Mbps; Min: 470.0Mbps
Upload speeds: Normally Available: 60.0Mbps; Max: 60.0Mbps; Min: 58.0Mbps

Regards,

[jamesn123]

@AminDangra 

Ah okay probably not then. 

As mentioned, you could opt for it but its not exactly a cheap option if you intend on keeping Sky for years. You could look at purchasing a 3rd party mesh solution.

[AminDangra]

Hi James,

I have TPlink AV600 but that does not seem to be working properly.

Regards,

[jamesn123]

@AminDangra 

What part is it failing in the setup? It should work with your Sky connection.

[AminDangra]

Hi James,

The lights are showing correctly connected so not sure where the problem is.

Thanks,

[jamesn123]

@AminDangra 

Have you tried engaging with TP-Link support?

Did you do a full factory reset on the adapters?

[AminDangra]

Hi James,

I think yes. Please accept my apologies. I am not a technical person. My son did the it to factroy reset. I can try contacting TP support.

By the way I see the LAN light on ONT box is continously flashing. It is not solid. Does it have any connecttion with weak wifi?

Thank you again.

[jamesn123]

@AminDangra 

No the LAN light flashing is a visual representation of the data flowing between your router & the ONT. If the light wasnt flashing this would mean there is currently nothing connected to your Sky hub or that there could be a fault.