topic Re: New Sky Q Mini Box Installation Issue in Sky Q

New Sky Q Mini Box Installation Issue

nh65587 — Wed, 06 Mar 2024 22:29:13 GMT

I had a call from Sky the other day offering me a free mini box which arrived today.

I've tried to install it earlier and couldn't get it to work properly. The picture and audio was jittery and freezing and it was unwatchable.

We have a Virgin Media 350Mbps cable service along with a TP-Link M9 Deco Plus mesh network and everything we have works excellently throughout the house on wi-fi.

Is the mini box just too far from the main box to work properly? It's quite a large house and the boxes are at opposite ends. If so, should I just send the mini box back to Sky? The mini box has got so confused now that the remote control doesn't even seem to work with it. Can't even turn it on now!

Any suggestions? Many thanks!

Re: New Sky Q Mini Box Installation Issue

nigea99 — Thu, 07 Mar 2024 07:34:04 GMT

@nh65587 wrote:

I had a call from Sky the other day offering me a free mini box which arrived today.

I've tried to install it earlier and couldn't get it to work properly. The picture and audio was jittery and freezing and it was unwatchable.

We have a Virgin Media 350Mbps cable service along with a TP-Link M9 Deco Plus mesh network and everything we have works excellently throughout the house on wi-fi.

Is the mini box just too far from the main box to work properly? It's quite a large house and the boxes are at opposite ends. If so, should I just send the mini box back to Sky? The mini box has got so confused now that the remote control doesn't even seem to work with it. Can't even turn it on now!

Any suggestions? Many thanks!

hi @nh65587

You need to be aware that when your home wifi is not SKY the minis do not connect to your main box via your home wifi - instead it uses a wifi network generated by the main box.

Thus distance may be your problem here

Is there anyway you can connect the mini box to the main box via ethernet - or if not via ethernet the whole way, use powerlink adapters ?

Regarding the remote - perhaps try resetting the remote

Press & Hold the 7 & 9 until the remote's light (red LED above the SKY logo button) flashes 4 times

Then press 1 & 3 together to go through to re-pair with the box and your TV - make sure it has line of sight of the box as until it is paired it uses Infrared

https://www.sky.com/help/diagnostics/sky-q-remotes/setting-up-remote

Re: New Sky Q Mini Box Installation Issue

nh65587 — Thu, 07 Mar 2024 15:46:09 GMT

Thanks for the reply and advice. I called Sky earlier and they spent an hour and twenty minutes trying to get it working before passing me on to tech support who within 5 minutes using a video link said there's no way it's going to connect wirelessly over that distance! Hahaha! An engineer is coming on Wednesday to see if a booster gets it working. If not, it's going back and we'll continue to watch Sky on the Xbox Sky App.