Unstable connection with new WiFi Max hub

[Chris300]

Just swapped over to Sky Max Hub (the white one) from older model fibre router from Sky (the black one). Having endless issues with WiFi. Connection speeds between hub and internet are good, but WiFi has intermittent connection issues, signal is weaker, and generally finding it much poorer than the service we used to have in terms of stability. Teams calls constantly drop, I get two bars of WiFi in parts of the house when I used to have full signal, and apps are now much slower to connect online. The hub is in the same place as the last one and there's no additional devices next to it.

I see a number of other forum posts highlighting similar issues and curious if this is a fault generally with the new Max hubs. Anyone manage to resolve this? 

[mae-3]

@Chris300 

How long have you had Sky Max, if only for a few days it needs time to settle and the AI learn your environment wireless-wise and the best internet zone based on use across wireless and wired connections.

[Chris300]

Thanks Mae. Appreciate your comments but no one explained that. Still don't believe that the service should be so poor in the interim so switching back to old hub and requested an engineering visit.  This new hub and service just seems entirety unfit for purpose. 

[Liam22191]

I'm having the exact same issue with mine too , did this get sorted ?

[Chrisee]

@Liam22191 there is an indication that Skky are looking into issues around sub-standard WiFi performance from recent WiFi Max hubs. They never give timescales for these investigations but raise your concerns with customer services so they are aware oof your problem.

[Stuart2303]

Exactly the same as mine , apparently the speeds are faster but the WiFi strength seems weaker . Even my phone looses WiFi when I go upstairs, and a LG tv keeps loosing signal which is a bit annoying when watching Netflix, 

[Maxi02]

I've had mine for 2 weeks and had nothing be trouble, they sent a booster and that hasn't helped. As far as im concerned it absolute 

[AndyM1234]

Just changed to white hub. It's totally useless at WiFi.

Sky tech says this is a standard problem and is sending me a booster.

Pretty pathetic of sky.

[callowd]

Hi all, we've recently switched to the Sky Max hub and are seeing similar issues. One minute I have 37Mbps over WiFi, the next it can be down below 1Mbps. I use a network of TP-Link devices (all of which have been double-checked to confirm they are broadcasting the new SSID etc) so it is not purely down to the broadcast capability of the new router. The new router is in the same location as the previous one. Sky box is hard-wired via TP-Link device and that has intermittent connection issues too. I have noticed the box reports a different SSID via the hard-wired connection (and it isn't the one from the previous router), not sure if this is expected. Any thoughts/advice gratefully appreciated!

[Davis616]

I am having the exact same issue as well. When I originally called Sky, all I needed was a replaced Sky mini box in one of my rooms and they suggested that I change the router to the Sky Max (white one) and all would be sorted. I installed the new Sky Max on 12/31/24. They are correct that it took about 24 hours for it to load all software updates and settle, but they never explained that to me so I was nearly ready to return it on 1/1. Since that time the WiFi reliability has gotten worse and worse. So I am now using my iPhone as a hotspot to even send this reply as my WiFi is so intermittent I can not rely on it. Further to this, Sky cannot book a technician to come out to help me since they are having a technical issue on their side. The other issue that I think is worth pointing out is that I am reading posts as far back as June 2024, so why are they still pushing these problematic routers out? Has anyone had any luck getting their old (black) router back? I was told when I agreed to take the Sky Max that I could go back to my old router if I wanted. SUPER FRUSTRATED AT THIS POINT!

[Chrisee]

@Davis616 Sky are very reluctant to allow reversion to the old black hub but a few customers have reported they were allowed to in thevend.My own solution was to reject the WiFi Max bundle keep the hub but use third party wifi gear but I no longer have Sky Q. As you do I would try to be permitted to keep the old hub as that works with the Sky Q wifi mesh as against the new hub which is not compatable.

[callowd]

Hi all, further to previous post (4th Dec 2024) I contacted Sky Support and they agreed to send an engineer out at no additional cost. The engineer arrived and carried out some tests, he didn't give me any significant details but suggested changing the master wall socket. Once completed he indicated that the test results were looking significantly better. Interestingly he had to get an old (black) hub out of his van in order to gain access to all the necessary diagnostic tools.

In the month or so since this visit, the service has been far more reliable in terms of speed and consistency. I can't comment on WiFi strength as I use a number of TP-Link devices throughout the house.

There is still no question that the performance issues started once the Sky Max hub had been provided, so perhaps there was just a coincidental fault with the master socket - will never know the answer I suppose...

[Daz41]

Ditto, exactly the same for me with the new router.

[Davis616]

OK an update to my original post. Skye sent out a technician to check my Router. My target speed is 80 down and 20 up. I am running 78 down and 18 up during the test, pretty consistently over WiFi. I have also noticed that things are beginning to gradually improve throughout the house since I started calling Sky (it makes we wonder if they are pushing software updates in the background to improve the router reliability, but I would never know this). It is important to note that I have fiber to the cabinet and copper to the house. Anyway, speed is not the issue...I think reliability (up-time) is. Further to this, I have never been able to get the WiFi extender to work. It is currently plugged in next to the router and still does not link up. Further frustration to this is that Sky cannot get a WiFi technician out to see me until February 27 which seems ridiculously long.