Very poor WiFi connection

[Tom901]

Hi, 

I had Vodafone broadband for 2 years with no problems. I switched over to sky when the contract expired. They arranged for BT to fit a fibre hub on the outside of the house for extra fast speeds, then a sky engineer installed a WiFi extender and a new router.

The wired connection is fine but the WiFi is very poor. It's intermittent and very slow when it is working, even though when I run the online tests it says all the connections are good. 

I've tried moving the router but it hasn't helped.

Problems have been with an iPhone,  Samsung and a MacBook.

Thanks in advance for any advice.

[Tom-W19]

Hi @Tom901 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[TCR]

I have exactly the same issue and I'm beginning to wish I hadn't agreed to the installation of fibre. 

Like you, the tests suggest all is well but in reality, within my property it most certainly is not ...

Most frustrating!

[Tom901]

I had a conversation with a member of staff which basically involved being asked to do a speed test and check if all the lights on the router were on.

The WiFi is still very slow and intermittent, and I am currently sitting 3 feet from the router.

Please could someone from Sky reply to this and tell me what more you can do before I escalate this to Ofcom.

[TimmyBGood]

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@Tom901 wrote:

Please could someone from Sky reply to this and tell me what more you can do before I escalate this to Ofcom.

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Ofcom is not involved in service delivery issues.  The escalation process is through the ISP and then to the appointed Alternative Dispute Resolution service.

https://www.sky.com/help/articles/alternative-dispute-resolution 

[Chrisee]

@Tom901 no isp can promise fast WiFi speeds throughout your home as wifi signal level is affected by the layout and type of construction in your home so each home can be different. Suggesting a speedtest and checking the lights are sensible early steps as they help identify the issue. Slow WiFi is an incredibly common issue and Sky  and other isps do not send out engineers to sort out WiFi problems without asking customers to do some basic investigation themselves and the regulator Ofcom does not expect them to do so.

In some homes a single WiFi router is sufficent to give decent WiFi in every room but in many it is not, especially as people expect higher speeds. Like other ISPs Sky sell an add-on which does offer further help with WiFi called WiFi Max (see https://www.sky.com/help/articles/sky-wifi-max) if you buy that Sky will send you a WiFi extender if speeds dont reach the guaranteed speed in every room. If that doesnt cure the issue they will send out an engineer who can arrange for a further 2 extenders. Alternstively you can do what I have done which is to buy a third party whole home wifi set up and use that instead ofvthe Sky hub's wifi.

[Tom901]

Thanks for the replies. I would have though the layout of my house should be irrelevant, as I had perfect WiFi when I was previously with Vodafone?

Can anyone advise me on how I should proceed from here?