WiFi dropping every few minute

[KoiMan]

@Me134 

I was on 1 Gig with 4th Utility, Sky only offered 900mb/s which I'm on.

I tried the number the other day which actually got me speaking to a human, this time it was an automated call which just led me around in circles getting nowhere before I ran out of options and the call terminated.

I have had promises from them that they are looking into it and compensation, but I have no idea how that works and Ihave no idea of timescale.

It is very annoying because 4th Utility and City Fibre worked. The last hub reached 600+mb/s. Bu† was wonky.

This hub is somewhat less flakey, but my speeds aren't based on the package I'm on.

[Me134]

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@KoiMan wrote:

@Me134 

I was on 1 Gig with 4th Utility, Sky only offered 900mb/s which I'm on.

I tried the number the other day which actually got me speaking to a human, this time it was an automated call which just led me around in circles getting nowhere before I ran out of options and the call terminated.

I have had promises from them that they are looking into it and compensation, but I have no idea how that works and Ihave no idea of timescale.

It is very annoying because 4th Utility and City Fibre worked. The last hub reached 600+mb/s. Bu† was wonky.

This hub is somewhat less flakey, but my speeds aren't based on the package I'm on.

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You have CityFibre there? I thought Sky always use them when available rather than Openreach.

[KoiMan]

When City Fibre eventually became available in my small Cul-de-Sac ( original contractor lost the contract and another 18 month wait), I was offered a list of about a dozen companies, some who couldn't provide a service for geographic reasons. 

In the end price and some other factors made me choose them. I was the first in the Cul-de-Sac to get connected.

Fast foward a couple of months and there was a drop out in broadband. I spoke to the only other neighbour here who had City Fibre installed and during the conversation he mentioned Sky was his providor, they had obviously joined the party late here.

[2muchTV]

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@KoiMan wrote:

When City Fibre eventually became available in my small Cul-de-Sac ( original contractor lost the contract and another 18 month wait), I was offered a list of about a dozen companies, some who couldn't provide a service for geographic reasons. 

In the end price and some other factors made me choose them. I was the first in the Cul-de-Sac to get connected.

Fast foward a couple of months and there was a drop out in broadband. I spoke to the only other neighbour here who had City Fibre installed and during the conversation he mentioned Sky was his providor, they had obviously joined the party late here.

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It appears you are suffering from an issue with Sky's service to the ONT and poor customer service by way of updates & communication.

I joined Aquiss based on customer service (not price) and they've been excellent.

Recently, Aquiss put out a statement on their WhatsApp updates group re Cityfibre (CF) which raised lively conversation in certain quarters. Long story short,  Aquiss has complained that CF have made a number of good staff redundant and that it had "become incredibly difficult, almost impossible to reach on the phone...." 

Sky is significantly larger than Aquiss (circa 11K customers) and should be able to exert more pressure on CF,  but it might be an indication of some of the issues broadband customers on the CF infrastructure may  face in the future- irrespective of their ISP. 

Best of luck

[Me134]

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@KoiMan wrote:

When City Fibre eventually became available in my small Cul-de-Sac ( original contractor lost the contract and another 18 month wait), I was offered a list of about a dozen companies, some who couldn't provide a service for geographic reasons. 

In the end price and some other factors made me choose them. I was the first in the Cul-de-Sac to get connected.

Fast foward a couple of months and there was a drop out in broadband. I spoke to the only other neighbour here who had City Fibre installed and during the conversation he mentioned Sky was his providor, they had obviously joined the party late here.

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So you are on CityFibre with a CityFibre branded ONT? Odd that they only offered up to the 900Mbps mark as I thought the 2.5Gbps & 5Gbps were available on all Sky CityFibre lines.

I was going to ask if you have symmetrical DL & UL speeds but given your issues I suppose that's up in the air.

[KoiMan]

Well on the original speed tests they were.

[KoiMan]

Good grief, it goes from bad to worse. 

This hub is dropping out regularly now. 

It has been rebooted several times.

Yesterday, my neighbour had a City Fibre installation, I asked his engineers if they could spare me a moment and explained I had speed loss, the guy very kindly came and checked the outside wall box and said it all looked good, did I mind if he came and looked inside the house and the ONT. Go for it. Did some kind of disconnection and reconnection and did a speed test on my phone using the Meteor app. Briefly it showed up 600mb/s. So he said all looks good having reconnected it. He left the house ran another check and it was back to 94mb/s. I went out and spoke to him and showed him my test history, everything yesterday was at 94 mb/s ish. He commented I obviosly have a problem and to contact SKY and City Fibre.

I came back in logged into MySky account and did a number of tests, along with these test saying I have a problem, but don't worry as they will fix it remotely.  Good Luck with that. 

This morning my Wifi is shocking and I'm having difficulties even try to write this.

Hopefully, I will be able to speak to someone and angineer, 🤞 today.

[KoiMan]

Good grief, it goes from bad to worse. 

This hub is dropping out regularly now. 

It has been rebooted several times.

Yesterday, my neighbour had a City Fibre installation, I asked his engineers if they could spare me a moment and explained I had speed loss, the guy very kindly came and checked the outside wall box and said it all looked good, did I mind if he came and looked inside the house and the ONT. Go for it. Did some kind of disconnection and reconnection and did a speed test on my phone using the Meteor app. Briefly it showed up 600mb/s. So he said all looks good having reconnected it. He left the house ran another check and it was back to 94mb/s. I went out and spoke to him and showed him my test history, everything yesterday was at 94 mb/s ish. He commented I obviosly have a problem and to contact SKY and City Fibre.

[KoiMan]

2nd part as it keeps dropping out:

I came back in logged into MySky account and did a number of tests, along with these test saying I have a problem, but don't worry as they will fix it remotely.  Good Luck with that. 

This morning my Wifi is shocking and I'm having difficulties even try to write this.

Hopefully, I will be able to speak to someone and angineer,  today.

[KoiMan]

Apologies for any multiple posts. I can't see if comments have been sent or not as I keep getting connection error messages.

[DBH]

Your replies are being posted no problem 👍

[ModernFugu]

Let me know how you get on please koi,  I'm having similar issues to what you're describing but haven't got round to attempting to phone SKY as I know it's not going to be a quick chat 

[Me134]

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@ModernFugu wrote:

Let me know how you get on please koi,  I'm having similar issues to what you're describing but haven't got round to attempting to phone SKY as I know it's not going to be a quick chat 

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Is yours through the CityFibre network as well or is yours Openreach?

[ModernFugu]

Open reach 👍🏼

[KoiMan]

City Fibre