topic Re: Sky Q: Internet on Apple devices keeps dropping off in Archive

Sky Q: Internet on Apple devices keeps dropping off

JayRad — Tue, 05 May 2020 21:14:44 GMT

I have a Sky Q router. I am able to connect all my applications to the WIFI without any issue but internet access keeps dropping off after an hour or two on my Apple devices (two iPhones and two iPads). Switching the router off and clicking on 'forget this device' on my iPhone/iPad seems to do the trick but internet access always drops after an hour or so and I'm back to square one. All 3 lights on the router are green throughout.
Two things to add:

1) I've tried resetting the router

2) problem seemed to start when my daughter (toddler) was pulling out a bunch of cables from behind the tv. I've checked the dsl cable...looks fine

Re: Sky Q: Internet on Apple devices keeps dropping off

mike+simmonds — Tue, 05 May 2020 21:19:41 GMT

Hi @JayRad

An obvious first step would be to replace any cables that may potentially be damaged from being tugged

Try one at a time rather than altogether

Re: Sky Q: Internet on Apple devices keeps dropping off

JayRad — Tue, 05 May 2020 21:28:48 GMT

Thanks for the quick response! Even though all 3 lights on the router remain green? And is it the DSL cable I should look to replace first? Sorry for the stupid questions!

Re: Sky Q: Internet on Apple devices keeps dropping off

mike+simmonds — Tue, 05 May 2020 21:48:22 GMT

Hi @JayRad

I was guessing the three green lights reflect the fact things appear to be working most of the time.

Yanked cables are a good place to start

If you can borrow a DSL cable for a few hours that's what I would try first. It's an easy thing to either rule out or to be a solution

Re: Sky Q: Internet on Apple devices keeps dropping off

Roger+Peters — Tue, 05 May 2020 22:33:11 GMT

@JayRad

It will be absolutely nothing to do with the cables if your other non Apple devices are connecting fine with out dropouts on either WiFi or Ethernet. Your daughter touching the cables is a red herring. The only cable that would affect connection would be the DSL one and if that was faulty you would have no internet connection on any device.
This is purely a WiFi issue.

If you haven't already done so the first step is to split the 2.4Ghz and 5Ghz on the Sky Q router into separate SSID's and give them different names.

Then retry the Apple devices by connecting to the 5Ghz SSID.

If any issues then change them to the 2.4Ghz SSID.

Then if there still any issues, connect to the 5Ghz SSID and change the channel for this on the router from the default 36 to 40, 44 or 48.

Hope this helps

Re: Sky Q: Internet on Apple devices keeps dropping off

mike+simmonds — Tue, 05 May 2020 22:28:43 GMT

Hi @Roger+Peters

I'm sure you're right about cables being a red herring if Apple devices don't work and non Apple devices work, but I didn't read that was what @JayRad reported

I thought he/she was saying that all their WiFi was dropping off

so - yes @JayRad if some of your WiFi devices are working all the time with no drop offs then it's nothing to do with cables

Re: Sky Q: Internet on Apple devices keeps dropping off

JayRad — Wed, 06 May 2020 04:57:57 GMT

@Roger+Peters : thank you very much for this. I'm afraid I'm not very tech literate to say the least. How do I go about doing what you suggest. I've logged onto http://192.168.0.1

is that wgere this is done? And in terms of my Apple devices, how do I specify which SSID?

@mike+simmonds : thank you to you also. All very frustrating!

Re: Sky Q: Internet on Apple devices keeps dropping off

Roger+Peters — Wed, 06 May 2020 08:13:49 GMT

@JayRad

To split the two channels you need to go to your router config page which can be found by typing 192.168.0.1 into your web browser. The default username and password is admin & sky (If you have Sky's brand new router then your password is your default WiFi password from the card or back of router.)

- Select wireless from the navigation bar and scroll down a little and untick the 'Synchronise 2.4GHz and 5GHz settings'

- Scroll to the bottom of the page and hit apply.

- Once the page reloads you need to go to the 5GHz wireless settings page on the sub navigation bar below where you click wireless before

- In the 5GHz section you want to go to the box called 'Name (SSID)' and add something like 5g to the end of the current name

- Scroll down and hit apply

- Then on any wireless device you should now see two networks. One network will be the same name as usual and will be 2.4GHz band and the other will be the usual name with 5G on the end (Or whatever you typed). Connect any 5GHz capable device to the 5GHz network and see if it works correctly. The WiFi password should be the same if you haven't changed it.

Re: Sky Q: Internet on Apple devices keeps dropping off

JayRad — Wed, 06 May 2020 08:22:31 GMT

Thanks so much. Will try that tonight?

Re: Sky Q: Internet on Apple devices keeps dropping off

JayRad — Wed, 06 May 2020 08:23:07 GMT

Didn't mean to add that question mark

Re: Sky Q: Internet on Apple devices keeps dropping off

Roger+Peters — Wed, 06 May 2020 09:06:42 GMT

@JayRad

Forgot to tell you how to connect the WiFi on your Apple devices

Once you have changed the SSID names to something like skyxxxxx for 2.4ghz and skyxxxxx5g for the 5Ghz..

Then follow these steps to connect:- https://support.apple.com/en-gb/HT202639

Re: Sky Q: Internet on Apple devices keeps dropping off

keenbean — Wed, 06 May 2020 16:27:58 GMT

This has been a problem for a long time. I ditched Sky broadband a year ago as the Sky Q fibre setup is inherently unusable with Apple devices.

There are many, many forum threads about it.

I was hoping Sky may have finally fixed the issue as there was supposed to be an upgrade last year, but no joy.

Re: Sky Q: Internet on Apple devices keeps dropping off

JayRad — Wed, 06 May 2020 16:34:50 GMT

@keenbean

Good to know, thanks. My broadband speed is pathetic so this may well be the final straw

Re: Sky Q: Internet on Apple devices keeps dropping off

keenbean — Wed, 06 May 2020 16:44:44 GMT

I can't tell you specifically what the issue is as I'm not technically knowledgeable enough, but it's to do with the way apple devices switch around WiFi to get best signal. You have to keep switching wifi off and on again on the Apple device to "reset" the connection.

Nonsense really. Luckily when Sky put prices up above inflation we had a get out option to cancel the broadband which I happily took and have been with BT in the interim. 18 months is up now so off to Virgin as their price is far better. Shame really as I love the Sky Q TV!

Re: Sky Q: Internet on Apple devices keeps dropping off

AlfaMark — Sun, 04 Oct 2020 08:43:57 GMT

I have the same symptoms where 2 Apple devices iPad Pro and iPhone X, keep losing their connection to the Sky router. Other devices, Android phone, Alexa devices, TV etc have no problem at all. Either resetting the network connections on the Apple devices or powering them off temporarily resolves the issue as other people have said. Splitting the 2.4Ghz and 5Ghz SSIDs has made no difference to me.

So as I would like to increase the signal strength in my shed, I was considering buying a 3rd party mesh network and setting up completely separate WiFi network, which I would use for the Apple products and my Android phone.

I would obviously leave the Sky Q route running the its own network for the Sky Q box and mini.

Does anyone know if that would cause any other issues, other than increasing WiFi signal congestion which I would manage using different channels? Has any one tried this before?

Thanks in advance

Re: Sky Q: Internet on Apple devices keeps dropping off

Apple+and+Q+user — Sat, 31 Oct 2020 09:23:08 GMT

I have the same continuous problem of only apple devices losing internet connection. I have been told that this is an apple issue as I have sky Q with a mini box and a booster. Sky tell my my devices latch on to one WiFi zone on the sky boxes as I move around and it fails to switch to the other when it's closer. They did split my WiFi between the 2 and 5 ghs or whatever it's called but that then caused issues on my sky boxes so they switched it back to all on 2 and changed the channel which has made little difference. It drives me insane turning WiFi on and off on my phone

Re: Sky Q: Internet on Apple devices keeps dropping off

Apple+and+Q+user — Sat, 31 Oct 2020 09:29:56 GMT

Is this really a sky problem? As the sky Q works with all my other devices I'm tempted to blame apple as they have so many other comparability issues on their devices. Apple have been aware of this for years and I'm sure an update could prevent this if other devices can manage it. Does anyone know if you can have a different broadband provider and still use sky Q fully

Re: Sky Q: Internet on Apple devices keeps dropping off

kemik77 — Thu, 18 Mar 2021 09:53:38 GMT

Same issue here

Its something to do with SkyQ + Mini box wifi that is causing the issue as I've got BT broadband and changed the BT Hub as they are notorious for causing issues.

Apple devices when used wifi in property together with SkyQ + Mini boxes which are not wired is the issue yet Sky will no acknowledge the issue

Only way to fix is have all the mini boxes wired

Re: Sky Q: Internet on Apple devices keeps dropping off

mae-3 — Thu, 18 Mar 2021 10:17:36 GMT

@Apple+and+Q+user

The issue with Sky Q wireless mesh will not work with another ISP wireless system apart from over 2.4Ghz, and therefore it is best then to hardware the Sky Q boxes for full functionality.

Re: Sky Q: Internet on Apple devices keeps dropping off

sanderson08 — Wed, 05 May 2021 16:20:10 GMT

Hi, I have been using an old Sky Hub router which is not 5ghz compatible and it has solved this issue for me however, recently our furthest away mini box (we have 4) has been dropping out so sky sent us a booster. The problem has come back and I'm guessing the booster is switching 2.4 to 5 which is causing the issues therefore I have disconnected the booster. I guess I need to find a powerful 2.4ghz only router any thoughts ?