topic Re: Sky Q Mini boxes dissconnecting constantly in Sky Q

Sky Q Mini boxes dissconnecting constantly

Jm171264 — Fri, 18 Aug 2023 15:31:48 GMT

I have 2 mini boxes and they constantly keep disconnecting from the Main Sky Q Box. Despite bieng there they just constanly keep disconnecting and the only way to get them back is either reactivate or reset the network.

Anyone else had a similar issue - unsure if it is the main box causing the issue or if it is the mini's?

Re: Sky Q Mini boxes dissconnecting constantly

Addie15 — Sat, 19 Aug 2023 07:45:27 GMT

Hi there, @Jm171264. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Sky Q Mini boxes dissconnecting constantly

Quoman7 — Sat, 19 Aug 2023 08:15:31 GMT

@Jm171264 wrote:

I have 2 mini boxes and they constantly keep disconnecting from the Main Sky Q Box. Despite bieng there they just constanly keep disconnecting and the only way to get them back is either reactivate or reset the network.

Anyone else had a similar issue - unsure if it is the main box causing the issue or if it is the mini's?

Hi @Jm171264 Try rebooting your router by removing the power cable for 30 sec then reconnect to reboot, then reboot your main SKYQ box by turning the power off at the socket for 30 sec then turn back on, then do the same with any Mini boxes?

Re: Sky Q Mini boxes dissconnecting constantly

Lisa-P1987 — Mon, 21 Aug 2023 11:04:38 GMT

We are still looking to help you @Jm171264 . If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks

Re: Sky Q Mini boxes dissconnecting constantly

Chodley — Thu, 24 Aug 2023 08:16:37 GMT

Yep had this constantly, hence I now use powerline adapters.

Re: Sky Q Mini boxes dissconnecting constantly

SN2 — Thu, 07 Sep 2023 21:08:24 GMT

Every single day I need to reboot and reconnect. Super frustrating. Wondering if I need a new mini box, reset from the main sky q box or switch providers.

Re: Sky Q Mini boxes dissconnecting constantly

Laing1 — Fri, 08 Sep 2023 11:57:58 GMT

@SN2 wrote:

Every single day I need to reboot and reconnect. Super frustrating. Wondering if I need a new mini box, reset from the main sky q box or switch providers.

@SN2 is there any specific time of the day your box does this or is it anytime of the day

Re: Sky Q Mini boxes dissconnecting constantly

Trm16 — Tue, 26 Sep 2023 20:40:49 GMT

I am having exactly the same problem ... been going on for days now. I've rebooted the WiFi multiple times ... rebooted the main box multiple times and rebooted the two sky q boxes multiple times

So frustrating that they connect temporarily and then disconnect ... had been fine for years and now doing this!!!

Re: Sky Q Mini boxes dissconnecting constantly

Chodley — Tue, 26 Sep 2023 21:03:22 GMT

@Trm16 wrote:
I am having exactly the same problem ... been going on for days now. I've rebooted the WiFi multiple times ... rebooted the main box multiple times and rebooted the two sky q boxes multiple times
So frustrating that they connect temporarily and then disconnect ... had been fine for years and now doing this!!!

Have escalated. Watch out for a blue chat bubble.

Re: Sky Q Mini boxes dissconnecting constantly

Addie15 — Wed, 27 Sep 2023 08:10:14 GMT

Hi there! Thank you for escalating this. We have sent an invite to Trm16.

Re: Sky Q Mini boxes dissconnecting constantly

Trm16 — Wed, 27 Sep 2023 21:03:00 GMT

Where is the invite?

Re: Sky Q Mini boxes dissconnecting constantly

safe-power — Wed, 27 Sep 2023 23:24:25 GMT

I've been having the same issues for weeks, but in the last few days the problem has just got worse. I spent over an hour yesterday rebooting everything over and over again, managed to connect at one time but without sound.

It finaly conected correctly then dropped out 15 mins later and now will not connect at all !! Engineer is now booked at a cost of £15...

Re: Sky Q Mini boxes dissconnecting constantly

Daniel0210 — Thu, 28 Sep 2023 05:24:52 GMT

@Trm16 wrote:

Where is the invite?

@Trm16
Look out for a blue/red speech bubble at the bottom of your forum page. Once that appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Sky Q Mini boxes dissconnecting constantly

Daniel0210 — Thu, 28 Sep 2023 05:26:56 GMT

@safe-power wrote:

Engineer is now booked at a cost of £15...

@safe-power

Why is there a cost? Sky Q equipment is loaned to you and maintained by Sky.

Re: Sky Q Mini boxes dissconnecting constantly

Addie15 — Fri, 29 Sep 2023 08:35:52 GMT

Update-We are closing this invite now due to no response. If you still need help, please let us know so we can re-escalate this for you. Thanks.

Re: Sky Q Mini boxes dissconnecting constantly

Trm16 — Fri, 29 Sep 2023 09:21:43 GMT

Yes please make contact to assist on this query ... I've had no assistance yet

Re: Sky Q Mini boxes dissconnecting constantly

Daniel0210 — Fri, 29 Sep 2023 09:25:32 GMT

@Trm16 wrote:

I've had no assistance yet

@Trm16

A chat invite was sent on Wednesday but you either didn't see it or didn't participate fully.
I’ve re-escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. Once that appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Sky Q Mini boxes dissconnecting constantly

Lisa-P1987 — Sun, 01 Oct 2023 13:35:35 GMT

Thanks for chatting to us @Trm16 . Unfortunately, there was no further response on the chat in 48 hours, we are still waiting to help you. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now. Thanks

Re: Sky Q Mini boxes dissconnecting constantly

Dollysmum2 — Wed, 25 Oct 2023 04:43:23 GMT

I am experiencing exactly this every day. Between 2am and 6am the mini box either wants to reconnect to Wi-Fi (and constantly fails) tries to update software (and fails) or reactivates the connection to the main box and fails. Every day I have to unplug from the mains, wait, switch back on and try a software update to get the mini box to reconnect. Sometimes it can take half an hour to have it working. I received a new main box yesterday because of hard drive problems and hoped that would rectify the problem, but this morning it's happened again, which took 15 minutes to get connected this time. I'd love to get this fixed!

Re: Sky Q Mini boxes dissconnecting constantly

Dollysmum2 — Wed, 25 Oct 2023 04:45:10 GMT

Oh, and I often get a black screen and no sound. Happens when I come out of any menu and randomly when watching a program.