Urgent: Wi-Fi coverage issue with newly installed Sky 500 Max

[Mengyao]

Dear Sky Support Team,

We upgraded to the Sky 500 Max on October 4, 2024, transitioning from Virgin to ensure faster and more reliable internet service. Unfortunately, we are experiencing significant coverage issues, with two of our three floors receiving little to no WiFi signal.

Given the urgency of the matter, we kindly request immediate assistance to resolve this issue. Please note that we are still within the cooling-off period, and should this problem persist, we may have to consider canceling our service.

Thank you for your prompt attention to this matter.

[TimmyBGood]

@Mengyao 

Unfortunately you aren't messaging anyone from Sky support by posting here.

Sky loans wireless booster hardware free under the terms of the 'WiFi Guarantee' element of 'Broadband Boost' and the 'Enhanced Wall to Wall WiFi Guarantee' part of the 'WiFi Max' subscription supplement: they don't otherwise provide or sell them except to resolve issues with Sky Q. Phoning Sky to go through a telephone diagnosis is required to have a booster or pod allocated to the account. Inevitably some have leaked onto a certain auction site, but Sky won't offer support with using these. 

Confusingly the 'Wall to Wall WiFi Guarantee' doesn't actually provide booster hardware, and is essentially a sales lead generator for the supplements mentioned above.

[Mengyao]

Thanks very much! Will remove the message and call them again to resolve the issue or cancel Sky service.