Wi-fi weak and tv film downloads pixelating

[Robert137]

Wi-Fi throughout the house is very poor or non existant in some areas. When watching TV the picture has started pixelating which we've never had before.

[jamesn123]

Hi @Robert137 

Have you tried running through the Sky troubleshooting here;

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

[Robert137]

Hi - thank you for replying. 

Yes I have run troubleshooting and it confirms an issue with Wi-Fi. Inbound speed is ok at 50Mbps

Not sure what to do next.

Also my router is several years old so could this be an issue

[jamesn123]

@Robert137 

Which hub is it? You could check the model number on the sticker.

[Robert137]

The model number is SR102

[TimmyBGood]

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@Robert137 wrote:

The model number is SR102

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The Sky Hub is a single band (2.4Ghz) 802.11n device from 2013: while still technically in support it's long since superceded by the Q Hub (2016), Sky Broadband  Hub (2019) and Max Hub (2023) models.

https://www.trustedreviews.com/reviews/sky-hub-2013 

[Robert137]

Thank you for kindly replying.

Any advice on what I should do next please ?

I am a longstanding customer with Sky - 10 years plus. Can I get my hub upgraded ?

[jamesn123]

Hi @Robert137 

Sky should upgrade your hub free of charge, its EOL now and wont be performing to the standard of modern hubs. I would give them a call and let them know your having WiFi issues and using a really old hub

[Robert137]

I did call Sky earlier but they then directed me to this community page. How do i get past that and speak to someone ?

[jamesn123]

@Robert137 

Just hold through the prompt to get a text/go to the community.

[Robert137]

thank you so much for your kind help James