Sky Max but no Max

[JoHC1]

We are new to Sky. Got the Gigafast Max. Previously good signal in some rooms is now rubbish. Keeps dropping out. Keep doing all the testing on the My Sky App (when I can get enough signal to complete it). It says there is an issue with the Wifi and we can solve it by getting Max. 

But we already have it!!!!! What we need are some extenders but there is no way of asking for these.

Can't work from home any more in the place that I want to.

Would never join Sky again - rubbish customer service consisting only of robots.

[caesarome]

@JoHC1 

A poor signal in certain rooms is something that can cause this so try going through this to see if it helps:

https://www.sky.com/help/broadband/my-broadband-speed/improving-wi-fi-signal-to-my-devices/articles/...

If not and if you have Wi-Fi Max on your account then Sky will loan up to 3 pods as you can read about here:

https://www.sky.com/help/articles/sky-wifi-max

So you can either call them on 150 from a landline phone or a mobile that has a Sky sim in it or Select "No, I still need help" at the bottom on the above link.

Alternatives are homeplugs or your own mesh network.

[JoHC1]

Thanks . I followed the step of switching off the hub but there was no change. Other links just keep sending me to "Buy Sky MaX", which I've already got.

How do I actually get an extender, given that robots don't do this?

I don't know where to find the "I need extra help" link. 

Thanks

[caesarome]

---

@caesarome wrote:

@JoHC1 

Select "No, I still need help" at the bottom on the above link.

---

Did you not go to the bottom of the page on the link I posted above ?

[JoHC1]

Ok found it now. But it was just the robots I'd already spoken to. They tell me there's a wifi issue but nothing they suggest works - basic stuff like not having the router on the floor, etc.

I bought a package Full Fibre Gigafast 500 and was sent a Max hub. Why are they suggesting that I buy Max extenders.  Because I can't speak to a real person I can't clarify this.

Worst customer service ever. 

[JoHC1]

Sorry I meant Full Fibre Gigafast 900. So why do i have a Max hub and not a Gigafast hub?

[cdo12]

Same issue. Its appalling coverage. I have 3 sky pod boosters and still have no coverage in some areas. Where do you get these pods from ?

[JoHC1]

I don't have any. They're supposed to supply them if you have Max and the Gigafast Full Fibre 900 but their stupid app just keeps asking me to buy them.
Am currently on FB with a real human helper but she can't seem to find what the issue is, even after over 3 hours of discussions. 

Signal won't even travel 10 metres from the router. Keep getting the message that there is an issue somewhere but nobody knows how to fix it. 

Not reasonable to ask me to spend the next 2 years of my life stuck next to the router in order to get a signal that doesn't drop after a couple of minutes.

They should let you out of your contract if they can't fix their crappy system. Never had a problem before switching to Sky. Wouldn't have gone with them if I'd known they don't have a customer service call centre. Just stupid robots repeating the same stupid stuff.

[TimmyBGood]

---

@JoHC1 wrote:

Sorry I meant Full Fibre Gigafast 900. So why do i have a Max hub and not a Gigafast hub?

---

The Max Hub is the appropriate hardware for a 1Gbs FTTP circuit: it has a gigabit WAN ethernet port.  The Sky Broadband Hub is also compatible with FTTP.

In the UK the Gigafast+ Hub is only supplied where Sky broadband is provisioned on a CityFibre circuit, because their infrastructure runs at up to 5Gbs

It appears that for regulatory reasons the Gigafast+ Hub is on wider release in the Republic of Ireland.

[TimmyBGood · Accepted solution]

---

@JoHC1 wrote:

They're supposed to supply them if you have Max and the Gigafast Full Fibre 900 

---

Only if the WiFi Max subscription supplement is on the account: just having a Max Hub isn't sufficient.