Wifi keeps dropping affecting all devices

[Thurne]

I was using an Asus Ac68u instead of the sky hub. I had to move the router, unplugged, plugged back in and the DSL light wasn't working and I had no connection wired or wireless.

Called the Sky helpdesk and they said there's nothing they can do as it's third party equipment. To get back online I plugged the Sky Hub back and it worked fine. For a while.

Now the WiFi (wired is fine) keeps dropping off (the lights don't change on the hub) even if I'm right next to the hub. Happening on all devices, not just my phone. Have tried rebooting the hub a few times. 

I need this wireless connection for my job. The Asus router has been faultless for 3 years. 

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[Chrisee]

@Thurne you have found the main snag of using a third party router which is Sky cannot provide support for line issues without the Sky hub which runs their diagnostic systems.

If you are losing connection but the leds are not changing the hub is not losing connection to the cabinet which is possible but where the fault is within the Sky network but they rarely self heal requiring a reboot to get the connection back. It would help if you post the Sky hub's connection stats after the hub has been running for some hours see Sky Hub statistics

You mention that your issues started when you unplugged the Asus router can you check that you are definitely using the home's  master phone socket (usually branded Openreach or BT) if you have an older type with a single connecter and you are using a line filter unscrew the face platecand try using the test connection you should find there to see if that helps. Also consider replacing the line filter. That advice doesntvapply if the socket has a direct connection for the router.

[Thurne]

Hi, 

Thanks for your reply. 

Yes I am still using the master socket. I just moved the router and power about 3 meters (the network lead was long enough). 

I did read on a different forum that you have to let Sky know the mac address of the router that you're using (instead of the hub). Is that a thing?

I have temporarily fixed the issue by connecting the hub to the router and now use the router as an AP (with the hub's wireless off). Ideally I'd like to get back to how it was before though.