Wi-if dropping out 3-4 times every day

[keg9172]

We have Sky Glass and our wi-if keeps dropping out 3 or 4 times every single day for the past 8-10 months and just really fed up with it now , the tv obviously won't work at all without the wi-fi and that's just the start of it! . I have to reboot the router each time and obviously have to then wait for everything to reset. I work from home so this has become a real issue for me as meetings get interrupted etc. I have followed all the 'to dos' online and have tried the virtual assistant but none of it helps and that's when I am able to get on the internet. Please can someone help. Of note when I run the connection test it comes up saying all okay apart from the wi-fi (shocking right?) and that whole process took about an hour this afternoon to complete only to be told what I already know and don't get me started on trying to find a phone number to actually speak to someone!

[jamesn123]

Hi @keg9172 

Please post your router stats

[Tryingtoupgrade]

Same here, no help forthcoming from Sky Help - I raised this a few weeks back after months of problems but surprise surprise the tests say everything is fine.... I know it is not, my whole family knows it is not, my work colleagues who have to wait for me to rejoin meetings know it is not. What rights have we got to come out of contract?  I have to move to something more stable, even if it costs more each month.

[Tryingtoupgrade]

Hi jamesn123,

Hijacking the post a bit but what will the router stats tell us?  what are you looking for in there?

Thanks

[Buchanan121]

My does the same and sky are no help time to move I think

[TimmyBGood]

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@Tryingtoupgrade wrote:

What rights have we got to come out of contract? 

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For broadband deliver to an address, where the Guaranteed Minimum Download Speed is not being met then Sky typically offers the option to exit a contract: unfortunately any ISP taking over the same circuit will inherit the problem.

Note that this is not the same as WiFi within the property: no ISP actually 'guarantees' that at all, and inadequate or unstable connection on wireless devices typically isn't itself grounds for penalty-free exit.

[Tryingtoupgrade]

Thanks TimmybGood,  i don't have an issue with the speed WHEN it works... i believe it's the wifi with a poor router dropping out repeatedly daily / bad coverage / weak signal.  I have 3 boosters dotted around the house... never needed this with BT.

[TimmyBGood]

@Tryingtoupgrade 

Unfortunately there you'd be in an argument over the Consumer Rights definitions of as described / of satisfactory quality / fit for purpose  which is complicated because wireless coverage isn't actually guaranteed.

If you are using a Q Hub, those are noticeably worse for WiFi than the upright BT Smart Hub models.

[Tryingtoupgrade]

Thanks again TimmyBGood... It's a Q hub... I wish I'd known that they were inferior before I switched!!  

anyone thinking about joining sky broadband  make sure that's part of your decision making process! And make sure you conclude it's best to stay away!

[TimmyBGood]

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@Tryingtoupgrade wrote:

 It's a Q hub... I wish I'd known that they were inferior before I switched!!  

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Someone within the Sky Marketing Department appears to have decided (back around 2014-15) that it would be a good idea to have the Q Hub manufactured in the same shape as the Q television boxes, presumably for branding purposes: unfortunately that means the Hub is almost entirely the wrong shape to house a decent aerial array and they have always rather underperformed for WiFi compared to other contemporary hardware,

[TimmyBGood]

@Tryingtoupgrade 

You could try negotiating with Sky to supply you with a Sky Broadband Hub (released in 2019), which is at least upright: unfortunately this is typically still an extra-cost item, although Sky does need to replace several million Q Hubs before the end of 2025 as they aren't equipped for telephony after PSTN switches off.

[jamesn123]

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@Tryingtoupgrade wrote:

Hi jamesn123,

Hijacking the post a bit but what will the router stats tell us?  what are you looking for in there?

Thanks

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The stats can tell us a number of things

- If the router is faulty (Restarts on its own)

- If the WiFi radios are faulty (restart on their own)

- If there is a line problem (Be looking at line attenuation & noise margin)

- If there is a device on your network causing an issue (Collision packets)

- If you are solely using WiFi or ethernet too