Sky WiFi Max Connection issue

[Mboi]

I have received and setup Sky WiFi Max but the service drops frequently, this issue has only been since I set the new max box up. 

[jamesn123]

@Mboi 

Do any lights change on the hub or is it just the WiFi signal dropping?

[Mboi]

Actually the WiFi works fine, it's the internet connection that drops but the light on the front says white.  I get notifications on my smart TVs saying no internet and and I also woke up this morning to private relay messages on my iPhone, that usually happens when the broadband goes off. All cables and boxes were checked over by an engineer in the summer and everything was fine until I upgraded to the WiFi Max box yesterday. Within the hour the whole family were complaining. 

I just spoke to Sky and said they would have to send a booster before going any further. Dunno what that's going to accomplish. 

as I'm typing this I can see my Eufy hub light has just gone red so it's probably dropped again 🙄

[jamesn123]

@Mboi 

Is your Eufy hub connected via WiFi or Ethernet?

[Mboi]

It was Ethernet up to the point of installing the Max box yesterday. I switched it to WiFi because I'm thinking of moving it. But for now it's WiFi and sitting next to the Max box.

[jamesn123]

@Mboi 

Be useful to check if the drop is occuring over ethernet as well as WiFi or just WiFi.

[Mboi]

Yeah I can do that later, thanks for the advice. I'll have to work out the best way to detect it though, apart from staring at a light to see if it changes not sure what else to do. 

[Mboi]

Here is my full update on the issue. Since upgrading to the Sky Max Hub, the broadband speeds dropped 2 to 3 times a day to as low as .6 Mb/s. I have reported the issue frequently and was provided with a Sky Max POD, 2 Openreach visits, and 2 Sky engineer visits. The issue could not be resolved by the engineers, and after a fair amount of line tests, it is assumed to be the Sky Max hubs. Both Sky engineers told me they are the cause of most issues with a low throughput. The engineers also had no idea why they are still being rolled out, especially to houses with no Fiber Broadband, and they were not allowed to put me back on a "4.2" Sky box. Also, Wi-Fi coverage to my whole house dropped considerably after installing, even though the Max Hub was advertised as making considerable improvements. Getting a Pod was quick and no issue. However, the reason for the drop in coverage was explained as the new Max hubs not being compatible with the Q mini systems acting as Wi-Fi extenders.

Because of all of this, I have now left Sky broadband, the max hub seems to be a premature roll out at this stage with no contingency. This is a shame as I've been a Sky customer for 24 years.

In fairness to Sky, they have been refunding me my broadband costs each month and my account was marked as free to exit and waiving a £450 early exit fee. 

My message is, don't upgrade unless you have to, if you get issues, use the Sky Service Check Tool on MySky and take screenshots of your low broadband speeds. 

kr

[TimmyBGood]

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@Mboi wrote:

the new Max hubs not being compatible with the Q mini systems acting as Wi-Fi extenders.

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That's correct, because there's nearly a decade between the two systems, and Max is expected to be in use well past the end of Sky Q as a television platform.

[Doc5907]

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@Mboi wrote:

Here is my full update on the issue. Since upgrading to the Sky Max Hub, the broadband speeds dropped 2 to 3 times a day to as low as .6 Mb/s. I have reported the issue frequently and was provided with a Sky Max POD, 2 Openreach visits, and 2 Sky engineer visits. The issue could not be resolved by the engineers, and after a fair amount of line tests, it is assumed to be the Sky Max hubs. Both Sky engineers told me they are the cause of most issues with a low throughput. The engineers also had no idea why they are still being rolled out, especially to houses with no Fiber Broadband, and they were not allowed to put me back on a "4.2" Sky box. Also, Wi-Fi coverage to my whole house dropped considerably after installing, even though the Max Hub was advertised as making considerable improvements. Getting a Pod was quick and no issue. However, the reason for the drop in coverage was explained as the new Max hubs not being compatible with the Q mini systems acting as Wi-Fi extenders.

Because of all of this, I have now left Sky broadband, the max hub seems to be a premature roll out at this stage with no contingency. This is a shame as I've been a Sky customer for 24 years.

In fairness to Sky, they have been refunding me my broadband costs each month and my account was marked as free to exit and waiving a £450 early exit fee. 

My message is, don't upgrade unless you have to, if you get issues, use the Sky Service Check Tool on MySky and take screenshots of your low broadband speeds. 

kr

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@Mboi 

I recently changed changed to the Sky Max Hub and get rock solid connections bang on my 500mbps promised speed...but, one big difference to you. I have pretty much everything connected by Ethernet.

So, if anyone is planning to upgrade to Max, if you are able to, hardwire everything and you shouldn't have a problem.

[Mboi]

But that's on Full Fiber, I'm on standard broadband and both engineers told me the throughput on standard broadband is an issue on the Max hub, this was also backed up by whoever they were speaking with on their engineering calls (on speaker). Also, I have as much as I can have connected by Ethernet, it's just the Q Minis and some phones and tablets, the main problem was not my wifi. So my point still stands, don't upgrade unless you have to. Sky have conceded it's their problem, they can't put me back to where I was so I can no longer rely on a solid connection for work and the media that all comes through my Sky Q. 

[Mboi]

That makes perfect sense but they should have made that clear, my house is old and the Q boxes at the back of the house worked well as extenders. It was all still switched on in my Q settings so I had no reason to think it woud be any different. 

[Doc5907]

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@Mboi wrote:

But that's on Full Fiber, I'm on standard broadband and both engineers told me the throughput on standard broadband is an issue on the Max hub, this was also backed up by whoever they were speaking with on their engineering calls (on speaker). Also, I have as much as I can have connected by Ethernet, it's just the Q Minis and some phones and tablets, the main problem was not my wifi. So my point still stands, don't upgrade unless you have to. Sky have conceded it's their problem, they can't put me back to where I was so I can no longer rely on a solid connection for work and the media that all comes through my Sky Q. 

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Fair enough @Mboi , didn't realise you weren't on Fibre and of course not everyone can ulitize Ethernet as much as I can.

Using the Sweetspots phone App and checking WiFi speeds around my home, I certainly wouldn't be happy connecting my devices by WiFi.