Wi fi keeps dropping

[cessie]

Hi I need help with my wi fi as it keeps dropping and having hearing aids that run on WiFi I keep getting reconnect ,  I have had trouble with this problem for several weeks.  We got a up to date hub and WiFi boosters but it's still happening 

I have done the usual thing like turn off hub then reset it again but makes no difference I can't even open facebook 

[caesarome · Accepted solution]

@cessie 

Try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help then you will need to contact Sky and has you have a hearing issue you might want to get yourself registered with the accessibility team at Sky as there are then additional contact options that do not involve calling:

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

[cessie]

I have done everything that's been suggested about my wi fi and it make no difference 

[Daniel0210]

@cessie 

I've moved todays post into your original thread. Have you called Sky as suggested above?

[cessie]

Hi yeah I have done all checks but still WiFi drop, one chap at sky said it was their end and will  be fixed by Friday just gone but no confirmation and still the problem exists 

[Daniel0210]

@cessie 

Sky normally quote 2 WORKING DAYS as a potential fix time. This is the service level agreement in the UK between ISPs and Openreach for fixing a fault as Openreach claim to be successful within that timeframe in 85+% of cases. Unfortunately some take longer, especially if the repair involves the pavement or road needing to be dug up and the necessary permission from the council to do that. 

[Marples1959]

Woken up due to CCTV off line as WiFi is off line

[Daniel0210]

@Marples1959 

When there are broadband issues between midnight and 7am it's quite possibly going to be essential overnight maintenance taking place which is carried out then to minimise disruption as most customers are asleep. Hopefully it'll be back up and running before 7am.

If not follow the advice already given in this thread.

[Poninski]

My hub is conected all test are done positive but I still don't have wi fi connection 

[Daniel0210]

@Poninski 
Wi-Fi and broadband are different. Wi-Fi is the wireless connection between your hub and your devices. Broadband is the internet connection provided by your Internet Service Provider (Sky).

If you have a broadband issue the first thing to do (even if you’ve already tried it), is use this link to check if there are any outages or issues nearby that may identify a known fault, perhaps affecting multiple households ~
https://www.sky.com/servicechecker

NOTE: The Service Checker doesn’t necessarily disclose a problem immediately and there is up to an hours delay before it picks up a lost connection so perhaps try it again later.

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

▪️

Red light on ONT?; See this link ~
https://helpforum.sky.com/t5/Broadband-Talk/Can-t-connect-to-broadband-and-have-a-red-light-on-your-...

Various hub lights; This link provides information about the coloured lights you may see on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

Working from home?; Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.