Rubbish WiFi from Sky

[GD1]

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@TimmyBGood wrote:

@Markandevie 

Who replies to posts?

It’s usually other customers that reply to your messages. Sky Staff also watch over the Community. They report back on trends and your feedback while making sure that the forum remains a safe and friendly environment for all users. You’ll be able to see who’s Sky Staff as they’ve got a ‘Sky Employee’ indicator in their profile and on their posts.

https://www.sky.com/help/articles/sky-community-info 

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@pvcpro73  this reply aplies to you also.

[Anonymous]

I've been with Sky for many years, and had FTTP for a couple of years without any problems.

Over the years I've taken the time to read the many helpful posts on this forum, and ensured the router and the single booster supplied by Sky are positioned in such a way that ensures coverage to all areas of our 4 bedroom home.

The title of the first post in this thread says it all for me, people don't seem to understand the difference between broadband and WiFi. Because all properties are different and WiFi signals can be affected by numerous things  no ISP is actually going to guarantee a certain speed over WiFi to all parts of a property. In most cases, if you take the time to read the small print of such 'guarantees' , you'll spot "and if you don't get this speed we'll give you a couple of quid back in compensation ".

At the end of the day ISP's have to commit to providing the speed you are paying for to the router only, it's the customer's responsibility for maximising that speed, either via WiFi or Ethernet, around the property.

Rant over.... and just in case there's any confusion, I'm not a Sky employee!

[Markandevie]

I have read and actioned all instructions correctly. 

I have taken advice and still my speeds are useless. 

Not everything works for everybody...despite working to instructions. 

[JimM1]

@Markandevie Use the service checker, view the last 30 day's of what the system is like, post those picture captures up!

[BonaireBondy]

My Sky broadband has always been adequate at best. Since they made me have the new white router it is awful. The signal on my mini-box goes every day & I have to reboot it despite them sending me a booster. I also have 2 pods to expand the wifi. These also make no difference & now they won't connect to the router since the last 'engineer' visited. 

I have had dozens of phone conversations & numerous engineers visits. Every single one has given a different reason why we have these problems, all claim that the problem is fixed once they leave the house, none of them know what they are doing. It's your router, it's your phone socket, it's your TV setings, it's the Sky Q box, it's your Mini-Box, it's the thickness of your walls, it's the cable into the house, it's the connection in the Openreach box. Etc. Etc.

It would be nice if somebody at Sky would just admit that they can't supply me with the service that I am paying them for & stop charging me for it.

[JimM1]

@BonaireBondy have a look to see if anything helps from the Q link.

Setting up Sky Q | Sky Help | Sky.com | Sky Help | Sky.com

[BonaireBondy]

I can probably recite the online Q & A's verbatim. Nothing on there has made any difference. 

There is obviously an issue with the new routers that Sky won't acknowledge. 

[Daneurl]

To be fair I contacted Sky and they did try their best to solve. They installed a pod point free of charge and sent an engineer out who was very helpful. They recommended switching from WPA3 to WPA2 and that fixed a number of issues. It's still not as fast as BT were at the same speed but definitely less lagging/buffering and all devices log on easily enough now. Still some issues sometimes but can't fault the customer service, they were excellent. And no, I don't work for Sky.

[JimM1]

@Daneurl Trust me with some off the post's a lot off people think the SKY has NO one working for them anywhere! If you had to get a licence like driving for having BB, would be a 95% fail rate. I want it and it better just work all the time makes for not a good combination and a very high fail rate!

[davegardner47]

My contact is up now. I'm getting rid of sky broadband. It was always a little unstable, but lately the WiFi is dropping several times a day, and my router keeps going off and rebooting. I don't see why I should spend a couple of hundred pounds on a secondary router. 24 a customer, you'd think they would get it right. 

[JimM1]

@davegardner47 20 Years for me can count the number off times in one hand for phone calls to sky about BB faults, and even some off those where probably stupid landline phone issues whith BB fine and the phone saying no service in the good old fttc day's... 

[LH75]

I upgraded to sky a year ago and got a fibre package, I'm so fed up with the poor speed and coverage across the house, far worse than when I was with talktalk and copper. Has anyone tried buying a different router and installing? Is it just the router that is poor or is something else causing the issue?

[JimM1]

@LH75 What hub do you have from sky, and the service that it is connected too. If you require to use the Landline Phone service from sky then you are required to use a sky hub for that connection.

[BrandiPad]

This is our first usage of Sky Broadband, using a copper wire connection ( no fibre optic available in our area - yet).

To say we are somewhat disappointed would be an understatement- when you have to depend on your mobile phone broadband via Hotspot to get a reliable connection, something is wrong. Unfortunately, I cannot afford to use the hotspot option all of the time.

I am informed that City Fibre will be installing Gigabit broadband at the end of the year under a government scheme - at this time, I am prepared to pay an exit fee just to escape this misery. I have been using broadband since 2000 ans wireless broadband since 2002, and I've never experienced such a terrible connection. If I were to switch off the router every time we had an issue, I would be powering down every day at least once. In 15 years of previous connection using Virgin, my power down and reset the router was less than a quarterly event - so why the big difference?

Any suggestions other than check cables plugged in and connected properly, powering down the router and resetting WiFi connections on devices - I am all ears...

[JimM1]

@BrandiPad As a sky user on a fttc connection then you should be offered the CF Fibre upgrade to that system via sky.

With regards to what you have now, then you have to say, on the Forum you are talking to customers just like yourself who will try to help where possible. So up front what hub do you have, what is your connection service. Link below about hubs, lights, diagnostics and checkers.

If you haven’t done it already use the below link to check to see if there are any broadband problems or outages nearby
https://www.sky.com/servicechecker

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

This link providers information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

https://www.sky.com/help/articles/set-up-hub-which-sky-hub-do-you-have