stephen

[stephenmac]

the internet router is not working on the computer how can i order a new router and it keeps frezeing will you speed up my conection

[caesarome]

@stephenmac 

Are you saying you have no working internet connection, if so try running the line test here to see if any faults are found:
https://www.sky.com/help/articles/broadband-diagnostic-start

You can also run the test via the MySky app on a mobile data connection.

After this has finished and if it reports back all is good click on broadband to run an updated test. If you get amber or red please follow the on screen instructions.

If this is of no help give Sky a call to report it to them.

[Chrisee]

@stephenmac changing your router are unlikely to make.much if any difference to the speed of the connection to your computer.There are 2 things yhat affect speed of the connection to a device.

The first is the speed of the connection from the exchange to the hub. If you are lucky enough to haveca full fibre feed then you cam order spedds up to 900Mb/s over Openreach lines or up to 5Gb/s if your sddress has access to the City Fibre network. However if you only have a partial fibre service the maximum speed is 80Mb/s and whether you get that depends on the length of the copper phone cable to the cabinet serving your line. Nothing Sky can do to speed that up unfortunately. The My Sky app will tell you if you can upgrade.

The second factor is the WiFi signal between your hub and the device shich depends on the layout and type of construction if your home. You can have the fastest connection to the hub but still have dismal speeds in a distant room. The answer is getting a better WiFi system rather than a single router,  either by adding extenders as part of Sky's WiFi Max package or buying your own equipment.