wifi - problem with phone or with my broadband provider?

[Anonymous]

HI can anyone help?

I have an iphone 6plus and more often than not it won't connect to my home wifi. this means I am often on 4g and consequently have used my data for this month despite never watching anything on my phone so not sure how I've used it all.. but anyway..

I have tried everything - resetting constantly, turning off all other devices in the house. It happened with my last phone too. Should I contact my broadband provider or is it my contract/fact i'm out of data/ or any suggestions!? Its driving me mad I can't get to my emails etc at home via my phone as it won't update.

many thanks in advance

S

[MI5 · Accepted solution]

Wifi is nothing to do with your account.
If your phone will connect ok to other WiFi networks you must suspect your home router.
Some old routers don't work very well with the newest phones and we had a recent thread where an older netgear router was causing the same problems.

[Anonymous]

thanks so much for replying - I was thinking it must be the router. I will contact sky.

huge thanks again

[Cleoriff]

Hi @Anonymous does any other phone or device work with your broadband? If others have problems then it's your broadband connection. It's a process of elimination really. Also does your phone work on any other WiFi connection outside of your house?

[MI5]

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@Anonymous wrote:

thanks so much for replying - I was thinking it must be the router. I will contact sky.

huge thanks again

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Let us know what they say please. 

[Anonymous]

Hi - yes all the other devices work fine. Am I going to the back of the queue maybe and theres no wifi left for me.  Think it connects to wifi out of the house ok.

[MI5]

Just a compatability issue.
Sky tech team will help you change some settings first but if that fails you'll need a router with newer firmware.

[Anonymous]

apparently i have the most up to date router...

[Cleoriff]

What else did the Sky team say? Did they go through the settings with you?

[MI5]

They need to do more than just say that I'm afraid.
You need to get referred to tech support to go through your settings.