WIFI MAX issue - 5ghz

[Nickuk8]

I've recently switched from Virgin to Sky and I'm already disappointed with the WiFi Max (and Sky Stream, but that's a separate issue).

The problem seems to be related to the channel that WiFi Max automatically selects. Depending on the channel, I may or may not be able to connect via 5GHz, which significantly affects the WiFi speed on my computer.

When the router auto-assigns channel 149, I can no longer connect to the 5GHz band. If I'm already connected, the connection drops.

Has anyone found a fix for this? I've seen some posts suggesting that a Sky Pod might help, but surely there's a solution that doesn't require using a pod?

The screenshots below were taken just minutes apart after resetting the WiFi Max and shows the speed difference on the connections depending on the channel. At some point, it switches back to channel 149, and I get disconnected from 5GHz and fall back to 2.4GHz.

Has Sky dropped the ball with the Wifi Max? Or is there something im doing wrong?

https://imgur.com/a/MFKFRWm

[Tom-W19]

Hi @Nickuk8 

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. The invite will automatically close if not responded to within 48 hours.

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

[Nickuk8]

Hi Tom,

Great thank you, ill keep an eye out for it. 

[Nickuk8]

Tom,

I wanted to let you know about a very frustrating experience I had with the Community Messaging team. I spent over 30 minutes going through security checks, only for the chat to be abruptly ended with a message telling me to try again tomorrow.

I didn't even get the chance to raise my actual issue, most of the time was wasted waiting for their security questions, which despite my immediate responses it conveniently took 30 mins right up to closing time. 

As I’m still within my 30-day cancellation period, it seems that may be my only viable option at this point.

Unfortunately, this level of service reflects the same disappointing standard as the internet connection itself.

[JimM1]

@Nickuk8 On the e-mail you where sent, also in you My Messages section you may wish to review but the email has this part as text and from there onward.

Right to cancel

[Chrisee]

@Nickuk8 your issue of a laptop not connecting to a hugher 5GHz channel should be simply solved by buying a USB wifi adapter that supports a current wifi standard like 802.11 ac. They are pretty cheap and easily available.

[Daniel0210]

@Nickuk8 

The escalation doesn't lead to 'live' chat. You initially have 48 hours to click on the bubble and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you need to check the chat thread periodically. Perhaps continue it this morning.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

The Messaging Team  don't work 24/7 

[Nickuk8]

Hey,

My adapter is fully compatible. 5ghz works fine until the max hub changes to channel band 149.

It's not just the computer, but other devices in the house hold that have the same issue.

So long as its not on channel 149, 5ghz works fine.

[Nickuk8]

Hmm ok. I had no such bubble pop up. So I clicked the chat bubble and started the conversion there.

I'd appreciate it if someone from that team could reach out to me 

[Chrisee]

@Nickuk8 modern routers use a wider range of channels to improve connectivity so updating the wifi adapter makes sense and costs less than £20. 

[jamesn123]

@Nickuk8 

What other devices see this issue? Using DFS channels should be fine on any relatively modern hardware. DFS channels are something almost every 5ghz router on the market is doing now because the default WiFi space just isnt big enough for everyone.

[Nickuk8]

Samsung tab s9 ultra & Samsung  &  phone s23 ultra have the same issues with channel 149

My usb wifi adapter is Tx20u https://www.tp-link.com/uk/home-networking/adapter/archer-tx20u-plus/

[jamesn123]

@Nickuk8 

I have owned an S23 Ultra and used it on DFS networks so there must be something else going on