Sky Wi-Fi slow ?

[barneyman2002]

Hi,

I seem to be having issues with our Sky Wi-Fi where it is slow or sticking when using iPads and other devices. Wired seems fine and I also have a Luxul router (which we used before the FTTP was installed).  we are a 3 storey house and the luxul sits on the middle floor and so gave better reception than the sky hub which is on the bottom floor. However the new hub we were given seemed to be doing the job until recently...

this isssue first reared its head a few weeks ago and sky helped me force a firmware update, which seemed fix it but it's now back!

I did a normal restart yesterday but nothing has changed? Do I do another forced update? Noting the sky mini boxes also an issue now as they are using Wi-Fi of course...

Stats below

[Sky-2022]

Hi, @barneyman2002. 

Hold the reset button on the router for 20 seconds as this will reset all settings and configs on the router back to normal. The firmware updates should happen automatically once Sky rolls them out the recent being - 7.02.0001.R. Also, if you could show a 24hr log from the router?

Otherwise, to discuss your issue further it would be best to call sky on 150 from your landline or
zero three three three seven five nine one zero one eight from any other phone.

[Tom-W19]

Hi barneyman2002

I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[barneyman2002]

i managed to get through to the help team, and they said my sky boxes needed a software update. As they act as boosters this was probably the issue... since doing this update its so far so good!

[TechmanagerMal]

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@Sky-2022 wrote:

Hi, @barneyman2002. 

Hold the reset button on the router for 20 seconds as this will reset all settings and configs on the router back to normal. The firmware updates should happen automatically once Sky rolls them out the recent being - 7.02.0001.R. Also, if you could show a 24hr log from the router?

Otherwise, to discuss your issue further it would be best to call sky on 150 from your landline or
zero three three three seven five nine one zero one eight from any other phone.

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• I have 7.02.0201.R

[TechmanagerMal]

• Hi @barneyman2002 Is your Sky Q box connected to the router with an ethernet cable as it can cause problems on FTTP?

[barneyman2002]

Hi, yes it is! we have a wired network around the house - using a Luxul router which connects to the skyhub and then use ethernet to connect the TV, Sky, my Mac etc...

[TechmanagerMal · Accepted solution]

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@barneyman2002 wrote:

Hi, yes it is! we have a wired network around the house - using a Luxul router which connects to the skyhub and then use ethernet to connect the TV, Sky, my Mac etc...

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• Not sure how your configuration would react but I disconnected the ethernet to my Q Box from the router and allowed it to connect by WiFi and it improves immeasurably.
• Unfortunately it degrades the WiFi signal as the Mesh is greedy too.

[barneyman2002]

thanks, i will look into that, i was thinking it should make it more reliable by being wired, but if it then weakens the wifi signal then it is worth a try i guess

[barneyman2002]

i am not sure if it was using the wifi or the ethernet but it is now unconnected so we shall see if it helps...thanks again!

[Lisa-P1987]

Update – We are still looking to help you barneyman2002. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks 🙂