WiFi Issues Since Day 1 GigaFast – Constant Drops, No Fix from Sky

[M2497]

I’ve been a Sky customer since 30th April 2025, and from the first week, I’ve experienced constant WiFi issues;- the signal frequently drops, causing major disruption.

I work from home some days, and this has made it incredibly difficult to do my job. The WiFi cuts out during Teams meetings, browsing on phones, and even basic tasks on connected devices.

I contacted Sky support within the first week and was told the issue was “normal” for new customers and would improve over time. But that hasn’t happened, we’re now at the end of July, and the problem is still ongoing.

I’ve regularly used the MySky app to check signal strength. The app usually reports a “good” signal, but this doesn’t match reality. Devices in the house frequently show messages like:

• “Ready to connect when network quality improves”
• Devices disappear entirely from the network list and have to reconnect manually.
• iPhones, Androids, laptops, Alexa,  they all get kicked off the WiFi.

I called Sky again around a month or two later, and they ran remote diagnostics but claimed nothing was wrong. I was offered WiFi boosters,  but only for an additional fee. Frankly, I don’t think it’s acceptable to pay more to get basic functionality for a service that has never worked properly since day one.

I’ve rebooted the router, devices, laptops, and smart equipment countless times. Nothing resolves the issue. And now, we rely heavily on mobile data because the WiFi is so unreliable, which defeats the entire purpose of paying for Gigafast broadband.

I’m honestly at the end of my tether. I regret switching to Sky and I don’t know what my options are anymore. I’m extremely reluctant to pay a penny more for boosters or any add ons, when the base service itself is failing.

Has anyone experienced something similar? And does Sky respond better if you raise a formal complaint or mention cancellation? I am firm in believing that should I choose to leave sky, that I shoud not have to pay an early termination fee for this dreadful service. 

Any advice would be appreciated.

[M2497]

Id also liked to add that when I called the 2nd time, they remotely downgraded the default security settings (WPA3) to WPA2 and disabled the child safety filters. However, none of this made any difference to the WiFi issues.

[JimM1]

@M2497 You would appear to have the sky Max hub from the description reading your post, and are you using any other extender devices to boost your wireless wi-fi connection, that would inclube Sky Q / mini's / wi-fi powerline etc? Do you also have anything Ethernet connected on the Max hub that suffers from the same disconnection?

During any problems does the hub change the light colour if you have observed or always solid white light on it!

Hard to say as you do not detail where you on a Fibre connection prior to joining sky back in April so it was a straight ISP hub swapout and connect!

[M2497]

Thanks for your reply! 

Yes, I have the Sky Max Hub, and no, I’m not using any extenders, Sky Q Minis (bar the main Sky Q box), powerline adapters, or any other boosting devices. Just the main hub in use.

At the moment, nothing is connected via Ethernet , we rely on WiFi for everything (phones, laptops, Alexa, etc.), so I can’t comment on whether wired connections drop out too. But the WiFi drops are consistent across all wireless devices.

Regarding the hub itself, The light always stays solid white during issues — no changes or blinking even when devices drop off completely.It seems like the hub thinks everything is fine even when it clearly isn’t.

Before switching to Sky in April, I was with Virgin Media on a Gig1 fibre connection. Speeds and stability were far better. It was a direct ISP swap: Virgin equipment was removed, and the Sky Hub was installed in the same location by the engineer.p

Let me know if there’s anything else I should check or try!

[JimM1]

@M2497 Is the sky Q connected to the Max hub via wireless wi-fi and using the hotspot, the sky Max hub is it on WPA3-T or WPA3 mode or have you backed it off to WPA2-PSK operation!

As you where with virgin before, then your sky was a complete OR Fibre new connection, is that correct!

[M2497]

Hi! Sorry for any confusion! Not very well versed with Techy stuff. Thanks for your questions.

Yes, my Sky Q box connects to the Sky Max Hub wirelessly over WiFi using the Max Hub’s hotspot.

Sky support changed the WiFi security from WPA3 to WPA2, but it didn’t improve the connection.

Before switching to Sky, I had Virgin Media fibre. Sky installed a completely new Openreach Fibre connection at my home at the end of April.

Thanks again!  

[M2497]

 I've also run a test and these are the results. 

[JimM1]

@M2497 Will take a look at the picture when it is cleared for viewing, just not a instant for everyone to see, have also PM'd you, envelope will indicate!

[JimM1]

The below is the recommended way to setup the Q network, sky refused for well over a year anyone getting/wanting the new Max system due to the MAJOR non play between each other, just recently released but it does not seem to be going to well, the FORUM always see's the worst, and the sky Max hub get's it in the NECK real bad!

Try following these instructions:

1. Press Home on your Sky Q remote, then go to Settings followed by Setup.
2. Select Network and then select Reset.
3. Wait for the Sky Q box to check your network, then select Confirm.
4. Once its complete, choose Connect to WiFi from another broadband provider. Follow the on-screen instructions to find your WiFi network and enter your password.

Note: Passwords are case-sensitive, scroll down to find lowercase letters and symbols.

[JimM1]

@M2497 Try running the speed test below, returns very detailed information but more so interested in any packet loss.

Are you a phone only does everything that you need or sometimes use a laptop/pc connection!

https://speed.cloudflare.com/

[M2497]

Thank you! 

I'll give that a go once I turn off the Sky Q box. We're out today so I'll turn it off before I head out and connect to wifi again when I get back in. 

I haven't used any wired connections as of yet. Mainly use mobile devices and personal and work laptops via WiFi or personal hotspots recently due to the WiFi issues. 

[M2497]

I reconnected the wifi on the Sky Q. I'm been logged on to my work laptop this morning and I'm still having issue with the wifi, frequent disconnections with teams and the wifi signal being lost and disappearing off the "available networks" on my work devices (laptop and work phone) and our personal devices as well. 

I've run a test, and there doesn't appear to be any packet loss. 

 

[Chrisee]

@M2497 do you use a work vpn to connect apps like Zoom? The reason for asking is those test results are indicating a fast connection at 324 Mb/s down and 33Mb/s up with a ping of 7ms rising to 25ms when loaded which are way higher than Zoom requires (min 4Mb/s for HD video). Therefore you should not be seeing issues.

[M2497]

Hi Cherrise,

Yes, my work laptop does make use of a VPN to connect. 

What do you advise I do? I intend to make a call to Sky again regarding these issues.