Unstable connection with new WiFi Max hub

[MaccaPJ]

It seems I may have finally made a breakthrough with Sky today, following a call back from one of their managers within the past 15 minutes.

Interestingly, they confirmed their staff were trained and advised (in accordance with new OFCOM guidance - see below) to ideally NOT sell Sky Max Broadband (the white router) to customers with Sky Q, due to being aware of technology (Mesh) and compatibility issues between Sky Q and the Max routers.

Unfortunately, they claim their system does not allow for them to request a 4.2 (black) broadband router, so they've booked for another broadband engineer to attend my property tomorrow between 10-12 and told me to ask the engineer to change my Max (white) router for the 4.2 (black) router, which they should all carry in their vans. I'll let you know if I have any luck!

The new guidance by OFCOM released on 13th December 2023, clearly states and details:

New industry guidance

To improve consumer understanding, we have decided to issue new industry guidance. In summary:

• providers should give a short description of the underlying network technology of each broadband product using one or two terms that are clear and unambiguous, such as ‘cable’, ‘copper’, ‘full-fibre’ or part-fibre’. These descriptions should be offered at point of sale on the website, and before the final purchase in contract information, and in the contract summary;
• the term ‘fibre’ used in isolation is ambiguous, so it should not be used on its own to describe the underlying broadband technology. This would mean, for instance, that ‘full-fibre’ (or a similar term) is only used to describe networks which use fibre-optic cables all the way from the exchange to the home. Similarly, ‘part-fibre’ (or a similar term) would describe those services with a fibre-optic connection from the local exchange to the street cabinet and then usually a copper wire connecting the street cabinet to the customer’s home; and
• providers should give a more thorough explanation of the underlying broadband technology - for example through a link - so that consumers can understand in more detail what it means for them. This information must be provided in an accessible form that is easy to understand.

This information is important because the different underlying network technologies can have implications for performance. Notably, on the Openreach network, FTTP can provide a more reliable service than FTTC, as it is less prone to faults. The new guidance will apply from 16 September 2024, giving broadband providers nine months to implement the necessary changes.

Today’s guidance is designed to address customer confusion surrounding the different network technologies underpinning broadband services. By requiring clear, straightforward information on network technologies, consumers will have a better understanding of the characteristics of their broadband service, so that they can compare services more easily and choose the best one to meet their needs.

Ofcom (the UK's communications regulator) has specific expectations for providers regarding the technical details and information they provide about their broadband products. These expectations are designed to ensure transparency and help consumers make informed choices. Providers are expected to: (The points in BOLD below are particularly interesting and relevant)

• Use clear and unambiguous terms:
  They must describe the underlying network technology (e.g., "full-fibre," "part-fibre," "cable," "copper") using specific and easily understandable language, rather than relying on vague terms like "fibre" alone. 
• **Provide detailed explanations**:
  A short, clear description is not enough. Providers must also offer a more in-depth explanation of the technology, potentially through a link, allowing consumers to understand what it means for their service and what to expect. 
• Offer information at the point of sale:
  This information should be available during the online sales process, particularly when a customer is entering their details to check service availability. 
• **Ensure accessibility**:
  The information about the underlying technology should be presented in an accessible format, easy for consumers to find and understand, both on the provider's website and in contract information. 
• Avoid misleading terminology:
  Providers should not use the term "fibre" on its own to describe any broadband service; they must be specific about whether it's full-fibre or part-fibre. 
• **Provide information on all broadband services**:
  All broadband services listed on a provider's website should have clear, accessible information about the underlying technology. 
• Offer explanations of consistent terms:
  If providers use specific terms to describe their technology, they must provide clear explanations of what those terms mean. 
• Ensure transparency in contract information:
  This includes clear and comparable information on prices, tariffs, terms and conditions, and any charges for ending a contract. 
• Provide information on quality of service:
  Providers should also give information about the levels of service offered to small and medium-sized businesses. 

By adhering to these expectations, Ofcom aims to empower consumers to compare offers and make informed decisions about their broadband services. 

[JimM1]

@MaccaPJ Back to the old SR203 would be the start as a way to go for sure, any Pod's out also and replaced with the SE210 if you need, but the old hub will resurect the Q and the Mesh so SE may not be required.

If you do per chance like the SR213 max hub and any off the pods etc, then the Q Engineer may have a sneaky work around with the Hub, an SE booster and the Q/Mini combo's, but it is a listen carefully and heed any advise that is given. Good Engineer will spot the pitfall's quickly and Yah/Nah just a possible choice.

Open mind that's the question.....

[MaccaPJ]

I really appreciate your advice, thanks Jim 👌👍

As I say, the manager suggested I ask the engineer tomorrow to replace the Max router with the 4.2  -  she also said not to let them leave until they do, but I'm not quite so sure I'm legally allowed to hold him or her against their will, lol.

I can but hope tomorrow finally brings a end to this saga 🙏🤞

[JimM1]

@MaccaPJ You only can try, the SR203 is way better suited to the Q/Mini mesh, where born/breed from the same generational link, worked together for years. And as a plus no more faffing about with a phone app to play with the Hub! My opinion only!!!!

[JZAB3R]

While the hub 4.2 (and 3/3.5) work better with Q, there is no compatibility issue as such with the hub 6 / Sky Q. There are just extra steps required to get the system working smoothly.

It appears that a lot of misinformation is being churned out, and I would not get any hopes up  with regards to a revert back to a hub 4.2.

[MaccaPJ]

Thank you for your reply JZAB3R and I do appreciate your comments. 

I can only go by the information given to me by the Sky phone agents, managers, their Technical Team staff and the engineers who have attended ,my home over the past 8 months.

Engineers have adjusted settings on both the broadband router and Sky Q box, but to no avail. Even the two managers I spoke to at the Stockport call centre today both advised my last option is to hope the broadband engineer attending tomorrow can successfully adjust the settings to fix the issues, or has a 4.2 router available thy can install, as both Sky and myself know that works.

If all else fails, Sky have removed all early termination fees from all my services (tv and broadband incl. landline).. They've also made a reasonable financial compensation offer, which I'm considering.

The cynical side of me is saying Sky seems to be happy to pay off and lose customers very easily, but is that in-part because all their staff in Stockport are being made redundant, so they no longer give two hoots???

Let's wait to see what tomorrow brings first 🤞

[MaccaPJ]

Hi Jim.

re: Pods and boosters etc, my father in law is an IT professional of 30 years.

He's tried lots of different things, TP Link, WeXtend, Asus, Netgear etc but nothing has worked with this Sky Max white router and, like you, I don't believe any customer should have to incur additional costs for additional products to make their broadband service  work.

On 17th June 2025, a Sky agent sent me out a Sky Max Pod to trial for free for one month... how gullible was I???!!!!!!!!!!

within two weeks I'd contacted Sky to say the Pod had done nothing, the router couldn't even locate it at times (see pic) but the biggest annoyance is Sky are billing me for it, which is not what was agreed, so I've now had to request a recording of that call, which they've confirmed they do have!!

 

I've never experienced such woefully inept and terrible service before.

Makes me chuckle now when I see the Sky adverts claiming they provide the IK's 'most reliable broadband service'!! Do the heck.

Britain's 'most unreliable broadband service' is far more accurate!!

[NaveedZ]

Coming back to the original issue

- do you still have the MS teams calls dropping?

-i liked https://speed.cloudflare.com/ which is in depth testing.

the solution to find stability was to run a cable.
I have returned the pods 

wpa settings didn't help.

i was looking to return the router but they left me with the new one and so far i'm good although i know there are issues as i had a good interruption of service a midnight few days ago and it's unexplained.

expectation:
- is sky aware of the wifi signal issue?
-are they aware of an issue with Teams? maybe signal related.
as a nationwide broadband provide, i do expect better and to me, this white router is a catastroph. 
now i don't know about other providers as we always find posts of signal issues with any provider.

[MaccaPJ]

Update:

A Sky broadband engineer attended my home yesterday. Unlike previous engineers and Sky's Technical Team agents, he took time to listen to and understand the issues I have experienced.

Please note, I use the term connectivity issues as it's much simpler plain English than using technical jargon which, being neurodiverse, I need clear simple term explanations, not business jargons, so I was grateful to the engineer for being understanding of this.

He firstly ran a diagnostic test of my line and speed, which clearly showed there had been a recent fault on 15th, 16th and 17th June which caused the connection between the Max (white) router and the main Sky Q box to fail, reaffirming what I had explained to him earlier.

He then accessed the settings on the Max (white) router and both the main and mini Sky Q boxes. He advised their configurations were effectively causing them to fight against each other for the same connection from the Max (white) router.

What he did next, was to disable these devices from the WiFi connection, and told me to do the same with all other connected devices using ‘Forget This Network’. He then reset the router and adjusted its settings and those on both Sky Q boxes, disabling the 5ghz WoFi configuration on the mini Sky Q box, leaving it solely assigned to 2.4ghz, stating this will provide a more stable connection.

Once he’d made all the necessary settings adjustments, he ran a speed test and confirmed I was getting speeds of up to 330mbps. As a result, he said there had been no need for Sky agents to have insisted I needed to be paying for the WiFi Max option, as my home simply doesn’t require boosters or pods.

Before he left, he kindly showed me that he had stated this in his notes. He also advised I call Sky to request they arrange collection of the WiFi Max Pod, to ensure it gets assigned correctly to my account. He also confirmed he did have a 4.2 (black) router on his van but refused to leave me with it as he said they will all be obsolete soon as they are all being phased out and replaced with the Max (white) router over the next 6-12 months.

Following my subsequent call to Sky, the call agent I had spoken to kindly sent me a text message later, which stated:

“The manager you previously spoke to has confirmed that she was unable to get the Wifi Max removed so, instead, she has reduced the billing so that you're not paying for it, so all is cleared up on your account now. Thanks again for your patience. NoReply”

This particular engineers visit has given me some reassurance that the connectivity issues are resolved, hopefully at least. Only time will tell🤞🤞🤞

[MaccaPJ]

Sadly, I had to contact Sky yet again today, as the connectivity issues I've experienced between my Sky Q and Sky Q mini boxes and the Sky Max (white) router, persists. Even the Max Pod Sky provided failed to make a blind bit of difference, despite their claims it would.

TV show and movie downloads continually failed to complete all weekend and it's been impossible trying to watch anything on apps such as Paramount+ or Disney+, as they also lose connection and just show a black screen. 

I have since found an old Vodafone router, which I have now installed and am using instead of Sky's Max router, and so far all the tv shows and movie downloads have now completed without issue and the aforementioned apps have been working fine and without issue!!

Sort it out Sky!!! How long will it take Sky to realise the new Sky Max (white) router simply is not currently fit the purpose it is intended? Regardless whether they want it or not, they're having the bloody thing returned to them!

[Davis616]

So have been now dealing with this off and on for more than six months. It was working pretty well for awhile in April / May, but then had electricians in and had to shut all the power down in the house and for some reason everything got worse again when I brought the broadband system back up. GRRRRR. Still no real solution other than to use my iPhone as a hotspot on cellular (it's that bad). I agree with all that this is a router issue. Further I beleive it is a router software/security/AI issue. I have good connectivity (full bars) throughout the house. I am only using one pod which now works since it has been pared with the router (Sky sent it to me not having it pared with the router and not telling that it needed to be pared. They just said, "plug it in and it will work". It didn't). At this point I have not had any issues with my Sky Q/mini boxes, but mine are on ethernet connections, through a switch, from the router. Honestly I would leave Sky for another provider but will be here less than a year so feel like its not worth the effort. It is a poor solution and new subscribers to Sky should be warned.

[MaccaPJ]

I'm not sure if you might have tried this already, but the only suggestion I can give, is to hold in the WPS button for 30 seconds, as this will reset your router.