Sky broadband pod extender won't connect to wifi

[CurtisRandall]

Hi all spoke to Sky support about my speed and had arranged a engineer visit yesterday and was issued a Sky wifi extender pod which arrived earlier today.

once plugged in it refuses to connect to my wifi I have gone through all the troubleshooting steps with it still giving my a slow  pulsing white light and i'm genuinly stumped as there is no fault with my broadband as told by the engineer so I really do not know what to do.

[jamesn123]

Hi @CurtisRandall 

Have you placed the pod next to the hub initally so it can connect properly?

[CurtisRandall]

Ok after leaving it plugged into the wall next to the hub for over 15ish minutes it seems to have sorted itself out gonna leave it alone for now if I have any further issues with it I will update on this thread.

[jamesn123]

@CurtisRandall 

I would note that you will want to move it a bit closer to the area it needs to boost signal in. Leaving it next to the hub wont help you at all

[CurtisRandall]

Ok Good news pod is now connected to the WiFi with no drops or issues.

Bad news is that my while my signal is strong even in the room with bad signal my average speed is barely making it to (40Mbps) as my minimum download speed should be (47.4Mbps) even with the WiFi max router upgrade.

My advertised speed is (63.0 Mbps) and with the prior engineer visit there is no physical fault with the line they estimate I should be getting around (52.7Mbps to 58.6Mbps)

Am I missing something here?

Will Probably just ring them tomorrow or leave it till Tuesday as Monday is a bank holiday and see if the speed changes over the weekend.

[Chrisee]

@CurtisRandall the guarantee of 47.4Mb/s will apply to the connection sped to your hub. The WiFi Max bundle has a minimum speed guarantee of 10Mb/s in every room for customers on Superfast packages. WiFi speeds are essentially not something Sky can control as they depend on the layout and type of construction of your home. 

What speeds do Skyvreport in the service checker in the My Sky app? If you click on the link by last result you will see the history for the last month. If yhecspeed is lower than the gurantee the app should offercfurther help. However increasingly customers report that Openreach simply shrug their shoulders where a copper line delivers less than the minimum as they decline tomdo anything other than minimum maintenance. Sky is powerless so normally just offer to release the customer from contract which is great if they have access to a service not using the same line but pointless if they dont.

[CurtisRandall]

 

Well everytime I have used the MySkyapp service checker it gives me 38.4Mbs it even the checker even recognises the slow speed.

[CurtisRandall]

 

[CurtisRandall · Accepted solution]

@Chrisee its most likely Openreach that is the issue not Sky themselves did some further digging and most of the other neighbourhoods have full fibre packages with greater speeds.

Seems rather pointless to go someplace else for broadband as they would also use the same wiring so no better speed or could be worse signal.

Thankfully the signal seems to not be a issue anymore as I have full coverage in every room thanks to the WiFi extender.

We do have full fibre cables which were installed outside of the property as per the rollout to our area so hopefully they will be able to offer a better speed and possible WiFi package.

I appreciate the timely responses to the thread sucks a little but at least Sky is able to give me a strong WiFi signal and no abrupt disconnects compared to my old broadband.

[Chrisee]

@CurtisRandall you are essentially correct if you have access to a full fibre service from a different network and Openreach cannot reliably restore the 63Mb/s Sky should release you from contract so you can switch but you might have to push a bit.