Sky router dropping signal - sky support unhelpful

[Stevie+Axeman]

Sky Q hub - several years old - wifi signal has become very variable. Can drop connections completely from devices when I am stood 4 feet away from router. Sky online diagnostics recognises there is an error but can't help 

no more than 2 devices active at any one time and low broadband usage 

sky helpline simply directs me back to community pages 

before I just close my sky account and go elsewhere - anyone have advice on checking my router , or how to request that sky send me a replacement.?

thanks 

[cookiemonsteruk]

@Stevie+Axeman 

Can you post your hub stats

https://helpforum.sky.com/t5/Broadband/How-to-find-your-Sky-Broadband-router-stats/m-p/2855717#M1014...

[Stevie+Axeman]

 

[Stevie+Axeman]

@cookiemonsteruk - pls see above - thanks for offering to help 

[cookiemonsteruk]

@Stevie+Axeman 

Nothing to suggest either a faulty router or external fault. 

Next thing would be to check whether your devices are connecting to the 2.4ghz wifi 

You could try seperating the wifi band and set up your devices on the more stable 5ghz wifi

- Log onto router and go to wifi
- Go to 5ghz band and untick synchronise 2.4ghz and 5ghz
- Go to 5ghz ssid and add -5g at the end
- Save
- Go to individual devices and assign wifi band accordingly

[Stevie+Axeman]

Thanks @cookiemonsteruk - settings changed 

I'll reconnect devices to the new ssid and see how it goes 

[Stevie+Axeman]

Hi @cookiemonsteruk 

no joy I'm afraid 

the signal strength is still dropping if I move more than a couple of feet from the router and iOS and windows devices are still having issues with wifi connection dropping 

tried running Speedtest app and that can't make a connection either 

so no change from connecting to 2.4 GHz 

move already tried router reboots , leaving powered off to flip channel etc 

there are no other domestic Sky routers coming up on wifi search so not competing with another 

[jamesn123]

@Stevie+Axeman 

Has it only recently started doing this then? If so it does suggest the router may be on the blink

[Stevie+Axeman]

@jamesn123  It's got worse over past 3-4 months - the signal strength rapidly drops away, only a few feet away from the router - and the connection drops even when the wifi signal strength is reasonable 

I'm  not sure there's any way of measuring that either from the router or a connected device 

do you know how to contact Sky to request a replacement router ? The help pages and telephone  helpline just send me around in a complete circle back to the community pages 

[jamesn123]

@Stevie+Axeman 

If this is still a problem I've escalated your post to Sky, look out for an email or message on the forum

[Stevie+Axeman]

Hi @jamesn123 

2

were you able to escalate this with Sky admins / support or are you able to advise how I can do this please? 
no updates or messages received from Sky  support and issue still ongoing 

thanks 🙂

[Highlinder]

@Stevie+AxemanIf your post was escalated to Sky you would have had 48 hours from the time it was picked up by the onloine team to answer. If not answer to the invite then it is closed.

[Stevie+Axeman]

Thanks @Highlinder 

@I've received no notification so I guess it wasn't raised 

can you please share how I can escalate it myself ? 
thanks 

[Highlinder]

@Stevie+AxemanYou are not able to do this, but some of us can escalate to Sky for you.

[Highlinder]

@Stevie+Axeman I have escalated your post to Sky who may be in touch with you regarding this via a private message on this forum or an email to you, both of which will invite you to a private chat.

More information about this process can be found in the link below.

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147