topic Re: Toob broadband, cant connect to skyQ in Sky Q

Toob broadband, cant connect to skyQ

signo123 — Mon, 15 Jul 2024 07:54:31 GMT

Since changing internet to Toob , my sky box keeps losing connection to the internet. It keeps doing it, and I now cannot connect at all. Is there any solution to this. Reading the forum others have had this problem, but I cant see what the did to solve it.

Re: Toob broadband, cant connect to skyQ

oldfella — Mon, 15 Jul 2024 09:16:04 GMT

@signo123 wrote:

Since changing internet to Toob , my sky box keeps losing connection to the internet. It keeps doing it, and I now cannot connect at all. Is there any solution to this. Reading the forum others have had this problem, but I cant see what the did to solve it.

Hi @signo123

First reset your broadband router.
On 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then try a Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router
On 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

Re: Toob broadband, cant connect to skyQ

signo123 — Mon, 15 Jul 2024 09:53:33 GMT

I have done this several times, then I get a connection that lasts a few days, and I have to reset it all over again.

Re: Toob broadband, cant connect to skyQ

Anonymous — Mon, 15 Jul 2024 11:29:05 GMT

@signo123 wrote:
I have done this several times, then I get a connection that lasts a few days, and I have to reset it all over again.

Have you asked your internet provider at all?

Re: Toob broadband, cant connect to skyQ

signo123 — Mon, 15 Jul 2024 12:15:28 GMT

Thanks, I had never thought of that being an issue as everything else works in the house that's connected to the internet.

I talked to Toob and they told me to make some setting changes to turn IPV6 off on my router, will try later after work, and post the results here.

Re: Toob broadband, cant connect to skyQ

signo123 — Mon, 15 Jul 2024 17:52:32 GMT

I turned IPV6 in my router settings.

Reset everything as mentioned in a previous post, and it still won't connect. I now dont know if this is a Sky problem or a Toob problem.

Re: Toob broadband, cant connect to skyQ

signo123 — Mon, 15 Jul 2024 17:53:56 GMT

Ment to say turned IPV6 off on the router settings.

Re: Toob broadband, cant connect to skyQ

MBallin — Wed, 17 Jul 2024 19:51:28 GMT

Having exactly the same issue. So frustrating that it can work for anywhere from 10 minutes to 2 days. Toob are sending CityFibre out within a matter of days but certain theyll say its not their issue as the speed into the house is fine. Although their router wifi reach is poor it appears to be a Sky issue and they cant send an engineer for 6 weeks.

When i go through the full disconnect and reactivate steps everyone mentions it works for a while, but i also need Wifi hotspots on and that does appear to cause problems.

very interested if you ever find a solution.

Re: Toob broadband, cant connect to skyQ

signo123 — Wed, 17 Jul 2024 20:19:56 GMT

I managed to get it working again late last night after trying about 10 times to reset everything, but for how long who knows, glad to hear it's not just me. If the connection holds I will post back as like you it normally fails within 2 days.

Re: Toob broadband, cant connect to skyQ

MBallin — Wed, 17 Jul 2024 20:39:04 GMT

Mine's been on and off all night. It's like it waits for me to sit down and start watching something before dropping out again. I'm probably spending an hour on average every day trying to sort it. Unfortunately connecting by Ethernet is not an option for me, which seems to be the solution others are finding. When I spoke with Toob they didn't mention the IPV6 (not that I would know how to adjust that).

Re: Toob broadband, cant connect to skyQ

Anonymous — Thu, 18 Jul 2024 09:26:44 GMT

@MBallin wrote:
Having exactly the same issue. So frustrating that it can work for anywhere from 10 minutes to 2 days. Toob are sending CityFibre out within a matter of days but certain theyll say its not their issue as the speed into the house is fine. Although their router wifi reach is poor it appears to be a Sky issue and they cant send an engineer for 6 weeks.
When i go through the full disconnect and reactivate steps everyone mentions it works for a while, but i also need Wifi hotspots on and that does appear to cause problems.
very interested if you ever find a solution.

WiFi hotspots using the mini boxes? I don't have multi-room but I thought they would only work when using Sky broadband?

Re: Toob broadband, cant connect to skyQ

Anonymous — Thu, 18 Jul 2024 09:28:06 GMT

Depending on your setup, perhaps the following suggestion will help?

https://helpforum.sky.com/t5/Broadband/Connections-to-main-box-constantly-dropping-out/m-p/4093567/highlight/true#M310744

Re: Toob broadband, cant connect to skyQ

MBallin — Thu, 18 Jul 2024 09:34:52 GMT

It suggests the opposite - that WiFi hotspots should be setup when not using SKY broadband. But as you do it there are caveats about making sure you're on 2.4Ghz and WPA2 password enabled, and that ECO mode would switch it off etc. If I don't turn the WiFi hotspot setup on the reach of the WiFi is awful.

Re: Toob broadband, cant connect to skyQ

Laing1 — Thu, 18 Jul 2024 16:41:21 GMT

@Anonymous wrote:

@MBallin wrote:

Having exactly the same issue. So frustrating that it can work for anywhere from 10 minutes to 2 days. Toob are sending CityFibre out within a matter of days but certain theyll say its not their issue as the speed into the house is fine. Although their router wifi reach is poor it appears to be a Sky issue and they cant send an engineer for 6 weeks.

When i go through the full disconnect and reactivate steps everyone mentions it works for a while, but i also need Wifi hotspots on and that does appear to cause problems.

very interested if you ever find a solution.

WiFi hotspots using the mini boxes? I don't have multi-room but I thought they would only work when using Sky broadband?

@Anonymous on a previous software update Sky enable hotspots for all ISP providers but non Sky providers are limited to the 2.4 channel only where as Sky broadband uses both the 2.4 and 5Ghz channels for hotspots

hope this helps 😀

Re: Toob broadband, cant connect to skyQ

MBallin — Sat, 27 Jul 2024 09:07:20 GMT

Having had CityFibre out to check the connection and replace the box on the wall that has had no impact. Spoke to Toob and they sent a guide to enable the split of the WiFi to separate 2.4Ghz and 5.0Ghz channels so I can ensure Sky is on the 2.4GHz one. Whether I setup mini boxes to act as hotspots or not makes no difference - I continue to get random drop-offs and have to go through full reset process.

Sky is due to come in 4 weeks' time so hoping they can look at ensuring a stable connection.

Otherwise I think I need to find a way of getting an Ethernet cable to the sky box, which means either re-homing the Toob entry point in the house or trying a Powerline WiFi extender.

Anyone else had any luck?

Re: Toob broadband, cant connect to skyQ

NicolaT1623 — Fri, 09 Aug 2024 11:51:31 GMT

Same issue here. So annoying. Spoke to Toob today, who said Sky Q boxes can only run on the 2.4ghz channel and not the 5ghz channel. You can ask Toob to assign the 2.4 channel to Sky box, they did this remotely for me. However, we did this fix and we STILL have issues with the Sky box dropping connection to Toob almost right after we connect to Toob....its weird.

We have tried numerous resets on both the Sky Q box and Toob router but our Sky box still can't maintain the connection to Toob for more than a few seconds. Spoke to Sky call centre too, they couldn't assist either so now we've got to wait until 21/8 (the next available engineer visit). Not good at all. Having read other forums, issues with Toob+Sky seem common.....

Re: Toob broadband, cant connect to skyQ

MBallin — Mon, 26 Aug 2024 13:55:50 GMT

Sky engineer came today and was really good. Explained what had previously been mentioned about 2.4Ghz comparability only with third-party broadband equipment, vs 2.4 and 5.0 with Sky broadband. Was able to look at the "mesh" configuration of my setup and where there were weak spots or boosters/mini boxes prone to drop-out. Solved the "reach" with a newer booster in one room. To hopefully solve the drop off I was experiencing between Toob router (or "node" as he referred to it) he connected another Sky booster to the router via Ethernet so that all the sky equipment is running off other sky equipment rather than the Toob equipment. Now I wait to see if it all works but first indication is the WiFi speed has improved in previous weak spots.

Re: Toob broadband, cant connect to skyQ

signo123 — Tue, 14 Jan 2025 11:34:00 GMT

I am unfortunately still having problems with Toob and Sky, it's intermittent, and I can't get through to a human to solve it. We are at the point of having to cancel Sky as it just does not work any more. We keep getting disconnected and getting the "There has been a problem finding your sky q box on the internet" We have been sent new equipment/reset everything, and have previously got hold of someone over the phone who tried to fix it but that does not seem to be an option anymore.

Toob are unable to help and have said it is a well known issue, does anyone know how I can get hold of a person to talk to, as I just cant seem to get hold of anyone, I keep getting sent a text to help screens that don't solve anything.

Re: Toob broadband, cant connect to skyQ

MBallin — Tue, 14 Jan 2025 17:47:37 GMT

I'm sure when I did it there was somewhere on the Sky website to book an engineer to come out. It took a number of weeks before they had availability but it helped resolve the problem. Try this link (https://www.sky.com/help/articles/sky-broadband-engineer-visits). Because I had Sky boosters in place the engineer chose to hardline connect one booster directly to the toob router and therefore all other Sky equipment looks to that to provide the source connection rather than the Sky box. That stopped the regular drop outs. The connection around the rest of the house could be better at times but I've not had any major issues.