Sky Max hub wifi keeps dropping

[Techno2022]

I still believe this hub has issues.   An engineer came and added another extender. However there are times where any device physically cables to the extenders stops getting IP addresses issued 

[bluesue]

Hi, I had a lot of difficulty with a signal upstairs on Ultrafast and Boost, and so upgraded to Max, and it is worse than ever.  After much debate I was sent a Pod but this doesn't help at all, as when in place the upstairs gets the signal but I lose mine downstairs. I live in an old house, but the router was installed in the hall and is direct in the middle of the two rooms we use our devices in.   Yesterday the wi fi and internet connection went down more often than a set of xmas lights on flash!!  So frustrating and whilst I know the basics I am not familiar with all the various technical terms.  I would like to just plug back in my old router and get rid of this Sky Max contract but I don't know if I can do that.  Can anyone offer any guidance - would be very much appreciated.

[Phill167]

I have just changed to sky wifi max from EE and it's constantly dropping connection WiFi signal poor around the house. Can I get out of my contract as I've only been in it for a month. So disappointed with this service

[bluesue]

Ive now had an engineer.  He said there was no obvious reason for the drop out.  The house is not large and the distance the wi fi has to reach is not great.  He has down graded the WPA3 (i think that's what he called it) to the security of the old hub and it is better but still not perfect.  he also took off the child security stuff.  I think the Max hub  is just not up to the job!!

[Phill167]

I'm beginning to think that the hub is rubbish. Should have gone with plusnet or carried on with EE. 

[bluesue]

Try to get an engineer visit.  If he cannot make the signal better for you, then tell SKY you want out.  A contract cannot be enforced if they cannot fulfil their part of it.  I found the technical woman helpful and it was she that ordered the engineer for me and he came within 48 hours.  He might have more luck with your house and find a suitable place for a pod to extend your signal.  Mine is an old house and there was no really suitable point for it.  Give it a go.  Good luck!!

[TimmyBGood]

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@bluesue wrote:

Try to get an engineer visit.  If he cannot make the signal better for you, then tell SKY you want out.  A contract cannot be enforced if they cannot fulfil their part of it. 

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Note however that the 'guaranteed' part of the WiFi Guarantee is a small refund if the specified level of wireless coverage is not achievable. ISPs don't actually guarantee such things because as your own situation demonstrates, fundamental physics applies.

[bluesue]

Well I understand that, but equally if SKY are unable to provide a router that doesn't drop out, when other suppliers are able to do so, then there is a fundamental and inherent problem there.  Given there are quite a few issues with this Hub, as confirmed to me by the Technical adviser, then SKY must make efforts.

  If no other company could provide a satisfactory level of service due to a particular properties 'quirks' then SKY would have a defence, but that is not the case here and thus SKY are not performing their part of the contract as their Hub is not performing as it should in circumstances where other hubs would,  and they need to make efforts to get the level of service that meets the reasonable consumer's needs,  or else cancel the contract without detriment to the consumer.  Consumer Rights Act 2015.  

[L1970]

Can't get my broadband to work  can I get help 

[BaronVonCox]

Hi

Had new WIFI Max router for 2 weeks.

Constantly drops connection with phones etc.

However, anything that is connected via Plugs in the back seem okay.

My Sky Q box connects for 2 mins then drops, so unable to use any apps (Prime / Netflix / etc), also can not do any on demand.

Have tried numerous solutions / reboots etc. including a 30sec hold down of the WPS button.

Nothing seems to work.

Can I get a tikcet to resolve please. - else I will bin this box and cancel the subscription.

Thank you.

[ncaddy]

has anyone had this solved yet? we have only had this new hub 2 weeks and its rubbish sky q keeps cutting out connection drops all the time its a joke !

[bluesue]

Hi, Mine was the same for quite some time despite everything I tried and despite advice from customer services..  I eventually got an engineer visit and he said that quite a few were experiencing this with the Max hub and most of them lived in older houses like my own and that contributes to the problem but isn;t the whole story.  He tried the extender in different rooms but it made no difference.

 He explained that the level of security on the Max is higher than the normal hub provided by Sky, so he downrated the security to the level of my previous hub.  He also switched the position of my hub and my phone, which was really only a metre difference.  It all now works a lot better.

[ncaddy]

i will downgrade the security and see what it's like it's a joke tbh my sons samsung tv will no longer connect either if it doesn't work then i will be ringing sky old hub was fine dropped a bit but nothing like this thanks for you're  reply