topic Re: Sky Q Ethernet and WiFi connections in Sky Q

Sky Q Ethernet and WiFi connections

SidV — Mon, 09 Oct 2023 09:31:41 GMT

I've just upgraded from a Sky HD+ box to Sky Q with a Minibox and I'm trying to get my head around how the networking works on Q. Here are the main details of my installation:

1. My broadband is FTTC via Plusnet - roughly 45Mb/s download speed.

2. My Sky HD+ box was connected by Ethernet to my home network via a Powerline device, and I had no problems.

3. The Sky engineer who installed my Q box just plugged in the existing Ethernet cable from the same PL device to the new box, but I don't know if he also enabled the wireless connection from the Q box to my router. I suspect he did because 2.4 GHz has a tick next to it in the network settings.

4. The minibox is in an upstairs room which has a very poor wi-fi connection to my router, as I have very thick walls. Therefore for normal internet access from that room I have a PL device which provides a wireless access point.

So, here are my questions:
1. How can I tell if the Sky Q box is using Ethernet, WIFI (via my router, or both to access the internet? There is no such detail provided in the settings

2. Is it a problem if the Q box is connected to the inetrnet via both my Plusnet Wifi and the Ethernet cable?

3. If it is a problem, can I disable the 2.4 GHz Wifi without affecting the connection between the Q box and the minibox?

4. I assume that the minibox uses the 5 GHz WiFi to connect to the Q box. However the connection fine for live TV and for SD streaming, but hangs on HD streams. HD streams play fine downstairs from the Q box, so the connection from Q to internet is OK.

5. Is there any way of making use of the PL device in the upstair room to allow HD streaming from the Q box to the minibox?

Sorry for the length of this query, but Sky provide very little info on this. A schematic diagram would have been so useful.

Re: Sky Q Ethernet and WiFi connections

Tom-W19 — Tue, 10 Oct 2023 07:41:54 GMT

Hi @SidV

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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

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

Re: Sky Q Ethernet and WiFi connections

Chodley — Tue, 10 Oct 2023 08:00:18 GMT

Your mini will connect directly to the Q if you are not on SkyBB. It asks for the normal wifi first but I think just uses that to pick up some kind of broadcast from the Q which it then uses to initiate a direct connection over 5GHz which is likely why your HD streams fail.

I don't think it's possible to connect the mini over wifi and then have it use the Q's ethernet PL connection via your AP upstairs. Best option would be ethernet over PL for the mini, I think and disable wifi on it. You can then disable wifi on the Q as well.

Q's networking has never been properly explained.

Re: Sky Q Ethernet and WiFi connections

Tom-W19 — Thu, 12 Oct 2023 07:53:16 GMT

Hi @SidV

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

Re: Sky Q Ethernet and WiFi connections

SidV — Thu, 12 Oct 2023 16:49:27 GMT

Sorry, I'm not sure how the escalation works. Do I have to wait for a message from the SDky team, or do I have to paste my original query into the chat bubble?

Re: Sky Q Ethernet and WiFi connections

Laing1 — Thu, 12 Oct 2023 16:58:56 GMT

@SidV wrote:

Sorry, I'm not sure how the escalation works. Do I have to wait for a message from the SDky team, or do I have to paste my original query into the chat bubble?

@SidV as you did not respond in 48 hours your escalation was closed if you still need help I can re-escalate this for you ?

Re: Sky Q Ethernet and WiFi connections

SidV — Thu, 12 Oct 2023 17:19:12 GMT

Yes please

Re: Sky Q Ethernet and WiFi connections

Laing1 — Thu, 12 Oct 2023 17:25:41 GMT

@SidV wrote:

Yes please

@SidV I have re-escalated this to sky please read the link as it does explain how the escalation works

You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a cloured chat bubble at the bottom of your screen inviting you to a chat
If you are using the Safari browser please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Sky Q Ethernet and WiFi connections

aidyh86 — Thu, 12 Oct 2023 20:22:39 GMT

Hi @Chodley . How do you disable wifi on these please?

I'm multiple times a day disconnecting from wifi on Q box, resetting routers and off and onning the mains. I've plugged in an ethernet but it's saying it can't find IP address when trying to connect despite all lights connected on powerlines. Running out of ideas and saw you comment about this so wanted to ask.

Re: Sky Q Ethernet and WiFi connections

Lisa-P1987 — Fri, 13 Oct 2023 09:09:49 GMT

Thanks for escalating this. We’ve got an open chat with the customer 🙂

Re: Sky Q Ethernet and WiFi connections

Kundis — Fri, 13 Oct 2023 09:28:23 GMT

I am having same problem and I couldn't get in touch with them