Wifi Keeps Dropping Out

[Anonymous]

First of all, whilst I fully appreciate that the helpers on here are no doubt very useful and are likely providing help in their own time which is extremely kind, I really do resent the fact that I have to go via a forum to get help with equipment that clearly isn't working correctly when I pay well over a hundred quid a month for my Sky services!  I just want to ring Sky and to have my problem heard and resolved.  

Problem - devices connected to wifi drop out randomly and I've absolutely had enough of it.  (I'm beginning to feel this way about Sky altogether but there you go).  If I'm reading the news or whatever on my phone and the next page won't load I just toggle the wifi off on the phone, it swops to 5G and the page loads instantly.  Later on when I remember, I switch wifi back on.  This is fine when on my phone..  But it's not fine when this happens when I'm on my work laptop, in the middle of a Teams meeting.  Pretty much every call I go on is interrupted at least once.  The screen freezes and I can't hear anything.  When it connects a few seconds later (if I'm lucky) I've missed at least one sentence of whatever someone is saying.  It's getting beyond a joke.  I pay for what's meant to be a quality service and I'm not getting it.  Other affected areas are when watching TV, whether it be Sky Q, Netflix, a recording or otherwise, again the service cuts out for a few seconds.  I get a message at the top of the screen saying my mini box has lost connection to the main box.  Seconds - usually 10-20 seconds later the programme starts playing again.  But this sometimes happens ten times during one film!  

My Sky hub/router is in an upstairs bedroom - which the previous home owner used as an office and so got a connection in there - so it's not as free of obstacles as it would be if it was downstairs but still it's not hidden away,  I think it has plenty of empty space around it.  The lights are lit up to show that everything is (allegedly) working fine.  I've done the broadband and wifi check countless times and every time it states everything is working fine. 

Can anyone help please?  Or better still - just give me a phone number to ring Sky's wifi/broadband team directly 🙂

Thank you very much.

[Chrisee]

@Anonymous there are no magic direct lines to expert engineers all lines go to the Sky customer service agents who deal with multiple Sky products but can be very helpful. It is how all of the mass market ISPs work.

First point is many modern phones have an option to switch to using mobile data if that is faster than wifi from your router. If you are lucky enough to get decent 5g coverage in your home and you don't have full fibre broadband that can happen a lot. You can disable that if you want, on iPhones the setting is called WiFi assist and is at the very bottom of the Mobile Data settings page.

To troubleshoot your issue it would be helpful if you posted your Sky hub's stats as these show the health of the external connection see Find your Sky Broadband router statistics

Forum members are customers like yourself but many of us have extensive knowledge of networking. Some are IT professionals and others like myself have built up knowledge by having to solve similar issues before. 

[Anonymous]

Hello again

To the 59 people who have viewed my post but haven't replied, I assume this is because you have taken offence to what I've written about being frustrated having to come through the community page.

Don't you guys realise Sky is laughing all the way to the bank because it has the general public (you!) providing its Help function for free?  As I said before - it's commendable that you spend your own time on this but Sky should make contacting them easy, without the help of the general public who, in this case, have chosen not to reply, presumably because they are somehow offended.  You should take offence with Sky for blatantly using you!  Do they give you discount equal to a customer advisor pay?  I think not...  It's very sad indeed the country has come to this.

[Anonymous]

Hello

Thank you for taking the time to reply.  Unfortunately, whilst I know you have tried to help, you haven't told me anything I didn't already know.  This is the problem with these dreadful things.

I shall ring the cancellations line instead.

Thank you again - please don't take this offensivly - I am being totally genuine.  My tone is sheer disappointment, not ungratefulness or anything else negative.

Thank you

Rebecca 

[Anonymous]

See... Even replying doesn't send the message to the correct place 😩

[Chrisee]

Its a bitvtoo late but honestly you are not helping yourself. 59 peopke reading a post and 1 reply is pretty typical its how support forums work a smal minority of users post and a much smaller minority reply . If you actually want help you have put some effort in. Sorry if my reply told you what you know already but unfortuneatly my crystal ball is on the blink.