Sky Max Hub Issue

[lc87]

I have recently upgraded to a Sky max router and in the week or so I've had it the connection must have dropped out intermittently around 20+ times!  No pattern or reason to why this keeps happenening.

I never had this issue with our old router and to be honest would like to revert back to it.

please can this post be escalated to a chat so I can try to get this resolved?

[Chrisee]

@lc87 before a post can be escalated we need to establish the issue. Is your hub losing connection to the line or is the issue poor wifi. The light on your hub will show that.

`If the former run the service checker to see iif Sky are already aware of an issuexaffecting your line if not it is qyickest to call them and report the fault. If its poor WiFi can you post some details including what hub you had before, whether it has been moved and do you have Sky Q boxes.

[lc87]

Thanks for you reply Chrisee I appreciate it.

i have run the checker several times and it has never reported a known fault in my area however it has regularly said there is an issue with my broadband but then a few mins later I'll rerun the check and it will be ok again.

the lights seem to go between flashing green while it's down then solid white when it's ok. This happens probably every couple of hours and it will be 'down' for anywhere from 1-15 mins approx at a time.

yes I have a sky Q box which is connected wirelessly to the router. I also had a cordless phone which was connected to the router via a phone cable. I have tried disconnecting the phone but this hasn't made it any better.

my previous router was just a standard black sky broadband hub- I have positioned the new white max one in exactly the same place.

[lc87]

Just noticed on my account my old hub was listed as a Sky Hub 4.2

[lc87]

@Chrisee hi any update on this? 

[Chrisee]

@lc87 that indicates there is a line issue the flashing green means the hub has lost connection thecwhite means it is connected only to lose it again which means an engineer is required to check what is causing the issue. I have escalated your post to the Sky team who support the forum who should be in touch soon to offer you a private chat session to get this sorted. Keep an eye on the forum as if you miss the message just click the chat icon which will be added to the forum pages for you to use.saving a long phone call.