SKY Ultrafast Hub Has Very Poor Wi-Fi Coverage - Need Help

[Cragworth78]

Hi guys I'm in desperate need of help with this.

I upgraded to SKY ultra fast broadband from the super fast option around April. As soon as the router was set up we noticed a severe lack of WiFi signal in our house. Basically as soon as you step out of the living room the signal just disappears.

I've phoned SKY numerous times to complain about this and either get the runaround or an attempt to up sell me more equipment.

I've bought longer Ethernet cable and moved the hub around my living room away from other electronic devices as they advised that this could be affecting the signal.

ive had WiFi routers since they were readily available (10-15 years?) and the hub/router has always sat in the same position and I've not had this problem before. 
SKY have blamed it on my house construction of my property (traditional brick), other items interfering with the signal and the location of the hub.

so far I've refused the offer of adding their speed guarantee package with the booster because I've never needed this before so don't see why I'd need it now and I obviously don't want my contract extended another 18months  for a service that I don't think is fit for purpose.

im now at my wits end with this as I'm trying to work from home and have to keep diving into the living to get stuff to load or save to the cloud etc. It's a nightmare.

I live in a 2 bedroom single level flat, not a huge mansion.

Can anyone please advise what I should do next?

thanks

[Highlinder]

@Cragworth78Where you with Sky with superfast before going to ultrafast broadband or did you come from another ISP?

[Cragworth78]

Hi Highlinder

I have been with SKY for broadband/phone for probably around 10 years now. Yes I upgraded from the super fast to the ultra fast both with SKY.

Thanks

[Highlinder]

@Cragworth78So you changed over from the Sky Q router to the Sk Broadband Hub when you upgraded?

[Cragworth78]

I think so Highlinder, I'm not exactly sure what the hub was called but it was the flat one with the grill holes on the side and Sky printed on the flat surface on the top.

[Highlinder]

@Cragworth78Which one did you have and which one do you have now from the link below.

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub 

[Cragworth78]

Hi Highlinder,

I had the Sky Q Hub and I now have the Sky Briadband Hub

thanks

[Highlinder]

@Cragworth78I take it that you have the Sky Broadband Hub standing up? It is normally the other way around for Wi-Fi coverage that the Q router is out performing the broadband hub.

[Cragworth78]

@Highlinder @Yes the broadband hub is standing upright, that's the only way you can have it as the base won't allow for any other position.

what you're saying is what has happened to me. The Q Hub had no issues and is by far outperforming but the new Broadband hub that replaced it.

thanks for replying and trying to help

[Highlinder]

@Cragworth78It is interesting that the coverage you are getting from the newer hub is worse than with the QHub and you have this in the same place.

[Cragworth78]

@Highlinder yes I totally agree! This is the crux of my problem. I have stated since day one that it's a faulty hub and perhaps one of the antennas is faulty but SKY refuse to entertain this and would prefer to just sell me their booster package.

im not sure where to turn next but I really am at the end of my tether with it all.

again, thank you for the replies to my problem.

[jamesn123]

@Cragworth78 

I think you need a new router to rule out that as a possible problem. We can escalate your post here on the forum so you can chat with a Sky agent, I'd then suggest you push for a replacement router and just say your current one keeps dropping the WiFi connections completely. 

[Cragworth78]

@jamesn123 thank you that would be great!

kindest regards 

[Addie15]

Hi there, thank you for escalating this. We have sent an invite to Cragworth78.

[Tom-W19]

Hi Cragworth78

A private chat was started but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.