topic Re: Wi-Fi Connection Dropping in Sky Q

Wi-Fi Connection Dropping

EngineerChris — Mon, 14 Aug 2023 20:06:13 GMT

I can never seem to get through to Sky on the phone for support and have exhausted all the suggestions I can find online.

my Sky Q box constantly looses the Wi-Fi.

I have tried the following -

Reset Sky box

fixed IP

automatic IP DHCP

Wi fi hotspot on And off

2 Broadband providers Sky and now Fibre

sky modem and range extender boxes

Wireless Modem ( SIM card driven)
Velop Mesh

orbi Mesh (current setup)

nothing seems to work. No issues with any other Wi-Fi device.

I also have very slow downloads as in I can't watch an episode as it downloads.

speedtest results are usually 300 Mbps

down and 250Mbps up on my fibre connection.

same issue using on demand services through the sky box but never any issues through my smart TV.

This has been happening on and off for about 18 months hence the different mesh / internet providers.
only answer is to reset and reconnect every few hours when watching or every day when I want to watch TV.

Re: Wi-Fi Connection Dropping

oldfella — Mon, 14 Aug 2023 20:11:03 GMT

Hi @EngineerChris

What is the reset and reconnect you mention?

Re: Wi-Fi Connection Dropping

EngineerChris — Mon, 14 Aug 2023 20:31:47 GMT

I have tried a number of different "resets:

Pull Power on box wait 30 seconds then replug.

Reset Button on the back of the box.

Then most days i do the network Setup Reset.

Re: Wi-Fi Connection Dropping

oldfella — Mon, 14 Aug 2023 20:52:48 GMT

@EngineerChris wrote:

I have tried a number of different "resets:

Pull Power on box wait 30 seconds then replug.

Reset Button on the back of the box.

Then most days i do the network Setup Reset.

There is no doubt that if you have multiple WiFi Networks @EngineerChris it's not unusual that this is going to cause conflicts with the Sky Q mesh that the mini is trying to connect to.

Assume full Ethernet connection to all Q boxes is not an option.

Re: Wi-Fi Connection Dropping

EngineerChris — Mon, 14 Aug 2023 20:58:16 GMT

Thanks for your comment.

I dont have Multiple Wi-Fi Networks, the ones listed above were all run at different times. I thought i was having an issue with the Sky Wi-Fi so invested in the Linksys Velop, same issue.

I have recently upgreated to the Orbi Mesh6E to give me better coverage.

I Did try ethernet as a trial (run off a Wi-Fi Mesh satellite) and it worked fine. Not an option currently without spending £250 on an additional satelite (and this extra satellite would be about 5m from the main Mesh router)

Re: Wi-Fi Connection Dropping

oldfella — Mon, 14 Aug 2023 21:06:10 GMT

@EngineerChris wrote:

Thanks for your comment.

I dont have Multiple Wi-Fi Networks, the ones listed above were all run at different times. I thought i was having an issue with the Sky Wi-Fi so invested in the Linksys Velop, same issue.

I have recently upgreated to the Orbi Mesh6E to give me better coverage.

I Did try ethernet as a trial (run off a Wi-Fi Mesh satellite) and it worked fine. Not an option currently without spending £250 on an additional satelite (and this extra satellite would be about 5m from the main Mesh router)

You do have multiple WiFi Networks @EngineerChris

You are forgetting the Q WiFi Mesh generated by the Q boxes. This is what the mini is trying to connect to.

Interference will come from whatever other Network you are using (unless it's only a Sky Q hub Network)

Re: Wi-Fi Connection Dropping

EngineerChris — Mon, 14 Aug 2023 21:10:48 GMT

Thanks, I was not thinking about the Sky Q network. Surely this would designed to allow for Home Wi-Fi ? Would you expect the Sky modem / extender to cause issues as I had the same issue with Sky Intenet / Hardware.

Would tunring off the Mini box help ? I could unplug my mini box so i just have the main Sky Q box ? Is there a way to disable connection to the mini box ?

Re: Wi-Fi Connection Dropping

oldfella — Mon, 14 Aug 2023 21:15:41 GMT

@EngineerChris wrote:

Thanks, I was not thinking about the Sky Q network. Surely this would designed to allow for Home Wi-Fi ? Would you expect the Sky modem / extender to cause issues as I had the same issue with Sky Intenet / Hardware.

Depends if it was a Sky Q Router with Sky Q WiFi boosters. These all aid Sky Q connectivity

Would tunring off the Mini box help ? I could unplug my mini box so i just have the main Sky Q box ? Is there a way to disable connection to the mini box ?

Turning off the mini will not help Main Q box connection

Hi @EngineerChris

See above.

Re: Wi-Fi Connection Dropping

EngineerChris — Mon, 14 Aug 2023 21:19:50 GMT

Thanks, thats a shame. I don't see a current resoltuion then as I had the same issues with the Sky hardware, I moved to the Mesh to improve connectivity which worked for everything execept the Sky Q which had no change.

Thanks for trying to help.

Re: Wi-Fi Connection Dropping

oldfella — Mon, 14 Aug 2023 21:29:21 GMT

@EngineerChris wrote:

Thanks, thats a shame. I don't see a current resoltuion then as I had the same issues with the Sky hardware, I moved to the Mesh to improve connectivity which worked for everything execept the Sky Q which had no change.

Thanks for trying to help.

There is one other thing to try @EngineerChris

If your WiFi Mesh nodes have Ethernet sockets you could try connecting both Q boxes to nodes (on the same Network) by Ethernet.

When all boxes are connected by Ethernet you can then switch off all Q box WiFi.

Start with main Q box and first carry out a Network reset with the Ethernet connected.
Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router .

Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
As soon as it connects go into the Q box hidden menu and turn off WiFi.

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

Repeat the network reset on any minis in the Mini Home menu with the Ethernet connected. Again do not do any WPS and just wait for it to connect.
Once it is connected go into the mini hidden menu (same procedure as above) and turn off both bands of WiFi. Confirm before exit.