No network connection

[Emma_81]

I desperately need help!! This will be the THIRD time within less than a week that my TV will not work properly due to no 'network connection'. I've phoned Sky over 20 times in total but my WiFi calling keeps dropping so can't manage to sort the problem out today.

How on earth do I sort it without managing to speak to someone?! I'm paying £150 per month for this!! We live in a small village with zero phone signal so reliant upon WiFi calling but because Sky is so awful, I can't make that call!! I'm not able to access TV on my 2nd box upstairs whatsoever and the main TV is limited. 

I can't drive out for signal as to sort it I need to be with my TV. This is ruining my free time from work (sounds dramatic but I spent over 2hrs on and off the phone to them just 2 days ago due to loss of WiFi calling and I'm just getting fed up). I can't get an engineer as it doesn't work around my work hours and I'm certainly not paying extra for a weekend call out for aa problem with their equipment/service when I'm already paying £150! I've tried every single step by step guide but last time I spoke to someone they said they have to do something their end. HELP

[Chodley]

Am I reading that right - your wifi calls keep dropping out and you're wondering why the Q is struggling to maintain an internet connection?

Having said that, Q's wifi IS rubbish. Do you have Sky broadband? How far is the Q from the router? And do you have a wifi mesh or just the wifi antenna on the router to cover the whole house?

[Emma_81]

Yes you are reading that correct (I do hope there was no element of sarcasm in your ponder - I'm not puzzled as to WHY my network keeps dropping to the television when my WiFi calling keeps dropping - I'm puzzled with how to correct it when I can't just call to sort it).

The router is approximately 3m away from the SkyQ box and I've no idea regarding mesh etc - not nothing I know about unfortunately to give the correct answer, sorry. Sky were aware of signal issues upon signing up and this was recommended as the best option. I'm just getting so frustrated that I can't sort it as I'm unable to make a phone call 😩 

[Chodley]

The fact you can't make a call is the fundamental issue. Until the wifi is stable enough for that to work, the Q has no chance.

How far is the router from where you're trying to make the phone call? And what's in between?

Do things like whatsapp calls or facetime calls work ok?

[Emma_81]

I can do What's App calls as I'm using the WiFi rather than WiFi calling. 

The router is literally no more than 3m away from the box. Nothing in between (blank space between kitchen and lounge. Open plan so no wall). 

As recommended by Sky, we haven't put the box on glass and the router is nowhere near a microwave etc. We had an engineer out a number of weeks ago who changed the box in the bedroom but it hasn't made any difference. 

I'm always asked to check the recordings but we've never been over 60-65% use.

I've literally no idea how to resolve! There's no email address, I've been ignored on Facebook and Messenger. I don't have any other means to communicate this with them! In the meantime, I'm paying a small fortune

[Chodley]

WiFi calling and WhatsApp calls use pretty much the same technologies so one working but not the other is quite surprising. What do you get if you do a wifi speedtest on your phone?

also - can you test an ethernet connection fron the Q to the router? Appreciate this might not be a viable solution but just to see how that performs.