topic Re: Losing connection from sky Q box in Sky Q

Losing connection from sky Q box

Topf — Fri, 11 Aug 2023 09:37:00 GMT

Hi every evening after putting Q sky box on standby when it is switched back on in the morning it has lost connection is this a box fault or router fault

Thank you

Chris Margetson

Re: Losing connection from sky Q box

PeteRG41 — Fri, 11 Aug 2023 09:45:38 GMT

Bit of a daft question, but have you changed the SSID of the router or any other settings?

Re: Losing connection from sky Q box

Topf — Fri, 11 Aug 2023 09:54:57 GMT

Nothing changed the connection has not been changed since I changed the router 2 years ago

Re: Losing connection from sky Q box

Yafflebag — Fri, 11 Aug 2023 12:18:21 GMT

We are having exactly the same issue.

Re: Losing connection from sky Q box

Millie3105 — Fri, 11 Aug 2023 12:45:50 GMT

I have exactly the same problem it's infuriating

Re: Losing connection from sky Q box

Yafflebag — Fri, 11 Aug 2023 12:55:34 GMT

We have only switched to Sky Q 4 weeks ago. This didn't happen with our old Sky box but looks like it has been an issue on Sky Q for 2 years?!

We have Sky Ultrafast broadband. Everything else works on the WiFi. The Sky Q box is 3 feet away and is now not even connecting. This week we have had to go through the reset procedure several times. It is ridiculous!

Re: Losing connection from sky Q box

Laing1 — Fri, 11 Aug 2023 15:37:40 GMT

@Yafflebag wrote:

We have only switched to Sky Q 4 weeks ago. This didn't happen with our old Sky box but looks like it has been an issue on Sky Q for 2 years?!

We have Sky Ultrafast broadband. Everything else works on the WiFi. The Sky Q box is 3 feet away and is now not even connecting. This week we have had to go through the reset procedure several times. It is ridiculous!

@Yafflebag If the box is only 3 feet from the router have you thought about trying linking them by ethernet to see if that helps the problem

Re: Losing connection from sky Q box

Dave405 — Fri, 11 Aug 2023 15:53:28 GMT

@Topf @Sorry, you say in the evening you put the box in standby turn when you turn on in the morning. Does this mean you just press the standby button at night and again in the morning or do you turn the power to the box off also? If the first one then it could be a positional issue between the Q box and router, like someone else said, an ethernet cable between the two would clear up that issue, or try relocating or repositioning the boxes so that they can 'see' each other better. If the second, then it's not a fault of the box, they're designed to be left on standby. You cut the power, you cut the connection. When you turn it on its got to find connection again. Hope this helps.

Re: Losing connection from sky Q box

Yafflebag — Fri, 11 Aug 2023 15:54:08 GMT

Yes, thinking the cable is the next option, but, honestly, why should we have to?

Sky wanted us to switch to Sky Q. It looks like this dropping out of internet is a common issue and has been for years. Couldn't they have done/suggested it at install on seeing our set up? So much time wasted checking/resetting/going through it all/waiting on phone etc.

Reading these responses on the Sky Community all basically seems to result in needing the cable.

Just been on phone to Sky this afternoon (they talked us through re doing everything we'd already been doing and tried several times this week- cos we already looked at online help etc). They are sending out a cable to use in the next few days- fingers crossed.

They suggested it could be interference from other electronics like smart phones or echo.

Re: Losing connection from sky Q box

Dave405 — Fri, 11 Aug 2023 15:57:10 GMT

Do you have anything like fish tanks, tiles, thick heavy objects near your router and sky q box? Has the set up changed since the engineer set it up and positioned it originally? This sort of problem happens either with faulty boxes, Engineers who haven't done their job properly and rushed to meet targets or more frequently, customer error.

Re: Losing connection from sky Q box

Dave405 — Fri, 11 Aug 2023 16:00:23 GMT

The tech works really well. Problem is, they couldn't test and guarantee it works with every type of person in every type of home. Some people had problems because they wouldnt listen to advice about position of boxes and would turn a router around because it looks better in the home! Sometimes the customer isn't always right! But with new technology like Q, there generally is always a fix. Hope the cable sorts the issue for you.

Re: Losing connection from sky Q box

Yafflebag — Fri, 11 Aug 2023 16:06:26 GMT

Nothing has moved or changed since the engineer set it up.

It is a small tv unit with Sky Q, DVD player, router with PS5 underneath the Sky Q and DVD player- that has been the case since it was installed and only just had issues this week. Maybe we've been lucky previously?

We do run plenty of other things on WiFi (like a lot of people probably): smart phones, echo, robot hoover, pc, printer, dishwasher, washing machine, other tvs, PS5, etc. but again that was all the case before we moved to Sky Q and in the last month with Sky Q. Never had problems before.

Just hoping the cable will resolve it? Do you think it will?

Re: Losing connection from sky Q box

oldfella — Fri, 11 Aug 2023 16:09:28 GMT

@Yafflebag wrote:

Nothing has moved or changed since the engineer set it up.

It is a small tv unit with Sky Q, DVD player, router with PS5 underneath the Sky Q and DVD player- that has been the case since it was installed and only just had issues this week. Maybe we've been lucky previously?

We do run plenty of other things on WiFi (like a lot of people probably): smart phones, echo, robot hoover, pc, printer, dishwasher, washing machine, other tvs, PS5, etc. but again that was all the case before we moved to Sky Q and in the last month with Sky Q. Never had problems before.

Just hoping the cable will resolve it? Do you think it will?

Hi @Yafflebag

You certainly shouldn't be stacking your Q box with other devices.

Full Ethernet is always a better option if readily viable.

Re: Losing connection from sky Q box

Yafflebag — Fri, 11 Aug 2023 16:12:54 GMT

It's not stacked. Different spaces/areas in the shelving: left area, right area, shelf underneath and router outside the shelving where engineer left it.

Re: Losing connection from sky Q box

Dave405 — Fri, 11 Aug 2023 16:22:52 GMT

The cable will bring the metrics right down and should solve any connection issues caused by high metrics. Other electrical and WiFi connections can cause mega issues as some equipment, just do not get on well together. And they all scramble to get the best strength. As long as the unit is made out of simple mdf with no glass doors or doors covering the front, it should be fine. Heat and WiFi signals are amongst the enemies of Q.

Re: Losing connection from sky Q box

Yafflebag — Fri, 11 Aug 2023 16:26:57 GMT

@Dave405 thank you so much. It has got glass on part of it. Maybe that has contributed to it? Or the use of PS5 scrambling to get signal as it isn't played every day?

Really appreciate your advice. Thank you.

Re: Losing connection from sky Q box

oldfella — Fri, 11 Aug 2023 16:36:41 GMT

@Yafflebag wrote:

@Dave405 thank you so much. It has got glass on part of it. Maybe that has contributed to it? Or the use of PS5 scrambling to get signal as it isn't played every day?

Really appreciate your advice. Thank you.

Glass fronted cabinets will not be an issue @Yafflebag

Provided there is adequate ventilation.

If you do not have any Q mini boxes you can turn off all the Q box WiFi when connecting by Ethernet.

Re: Losing connection from sky Q box

Yafflebag — Fri, 11 Aug 2023 16:55:43 GMT

Cheers, @oldfella that's reassuring. We only have the Sky Q box so good to know that too. Thank you.

Re: Losing connection from sky Q box

Dave405 — Fri, 11 Aug 2023 16:55:51 GMT

The best way to tell is by the engineers who have their meters and tablets that can call up the mesh network. Fancy ways of seeing how your whole house network is performing. They can stress test the system by closing doors and having everything on. That'll then show how well your system will perform with all things on. Glass can have a negative effect if it is thermal glass, dark, mirrored, basically anything other than normal clear glass. The issue comes with your router trying to get WiFi out to where it needs to be. Best analogy I love, is the router shooting out thousands of WiFi balls. If things get in the way then less balls get to where they need to go, I. E. Your Q box. The ethernet cable will shoot those balls direct into your Q box. As long as the cable has been made well!

Re: Losing connection from sky Q box

Yafflebag — Thu, 19 Oct 2023 10:40:38 GMT

It has just started again... grr