Skybox not connecting

[Lozzy63]

Hello,

I need help urgently. My Sky Q box worked perfectly before your engineer moved my router on 9th February. It was connected by Ethernet in the lounge and I had no issues at all.

Since the router was moved to the hallway, the Sky Q box can no longer be wired and the Wi‑Fi signal is too weak to keep it connected. It constantly drops, freezes and crashes.

This problem was caused by the installation, not by me. I should not be paying for boosters or extra equipment to fix an issue created by the router relocation.

I need EE to provide a solution at no cost — either a free Wi‑Fi booster, a free engineer visit, or to move the router back to where it was.

I’ve been dealing with this since 9/2 and it’s unacceptable. Please resolve this properly.

[JimM11]

@Lozzy63 If you do happen to have a free mains socket at each of the locations then this will be the easiest and quickest way to get your sky Q and the EE Router connected again, 2nd choice is when 2 free socket's available!

TL-PA4010 KIT | Powerline 600 Starter Kit, 1 Port | TP-Link United Kingdom

TL-PA4010P KIT | Passthrough Powerline 600 Starter Kit, 1 Port | TP-Link United Kingdom

[XRaySpeX]

What types of BB plans were you switched between? I presume you were moving between FTTC & FTTP.

FTTP needs to be supplied to an ONT modem fixed to the inside of an outer wall. I assume the hallway has such an outer wall but the lounge doesn't. The lounge only has a BT phone socket to supply the FTTC.

During the installation you should have had the opportunity to discuss with the OR eng. the positioning of the ONT & to agree it.