topic Re: Sky Q Looses Network Connection in Sky Q

Sky Q Looses Network Connection

MXAL — Sat, 07 Dec 2024 07:28:47 GMT

We have an intermittent issue with the main Sky Q box loosing network connection. The Sky Q box is using a wired network connection through a Netgear switch back to the Sky Router.

When the fault occurs, the Sky Q box will not reconnect either by wired, wireless or even wired by forcing a static IP address on the network.

The only way to recover the fault I've found it to turn the Sky Q box off completely. Then once back on, it connects fine no problem.

The fault seems to happen over night when the Sky Q box hasn't been used for a while.

First I was advised by Sky to turn off the energy saving modes, which are all set to none, and then they replaced the box for us.

Even with a "new" Sky Q box, the issue is still apparent.

Any ideas anyone?

Re: Sky Q Looses Network Connection

PandJ2020 — Sat, 07 Dec 2024 08:39:21 GMT

Have you disabled WiFi on all the boxes via the engineer menu?

Re: Sky Q Looses Network Connection

MXAL — Sat, 07 Dec 2024 11:02:53 GMT

Hi!

No I haven't disabled the WiFi on any of the boxes - didn't know you could do that.
I'll need to look into how you get into the engineer menu?

Do you think that could cause the problem?

Re: Sky Q Looses Network Connection

Chodley — Sat, 07 Dec 2024 11:37:41 GMT

Yes

it has a habit of thinking it would like to try a bit of wifi even when it has an ethernet connection.

installer menu is 001 select when Settings is highlighted.

If you're not on Sky BB, you'll need to cable your minis (can be done with powerlines or mesh nodes, doesn't have to be full ethernet) too, they still need to find the Q.

Re: Sky Q Looses Network Connection

MXAL — Fri, 20 Dec 2024 12:28:07 GMT

Hi Chodley,

Thanks for your advice.

I have since disabled the 2.4 and 5GHz wifi on the main box, and unfortunatley the problem still persists.

I have checked the main box is still connecting using the wired ethernet connection and not wireless.

The same situation occurs where by the connection can't be recovered without turning the main box off cold.

After re-establishing the connection on the main box, no further action is required on the other mini boxes.

The connection appears to drop around 9PM each evening.

Thanks in advance!

Re: Sky Q Looses Network Connection

Chodley — Fri, 20 Dec 2024 12:49:07 GMT

How are the minis connected?

Re: Sky Q Looses Network Connection

MXAL — Fri, 20 Dec 2024 13:03:44 GMT

Hi Chodley,

Here's a breakdown of the network:

Main Sky Q box is connected via ethernet to a netgear switch wihich is then directly connected to the Sky Router.
Mini Box 1 : connected via eithernet through a different netgear switch, which again is connected directly to the the Sky Router.
Mini Box 2: connected via eithernet directly to the Sky Router.
Mini Box 3: connected wireless to a mesh of Ubiqiuti UAP-AC-PROs, all of which are connected ( via PoE injectors ) through the same network switch - the same netgear switch Mini Box 1 is connected to.

Sky have suggested using the system with the Mini Box 3 off so that all the settings are the same, which we'll try over night tonight.

Do you think this could be a cause of the issue too?

Re: Sky Q Looses Network Connection

Chodley — Fri, 20 Dec 2024 13:32:32 GMT

Can you try turning off mini3 at the wall and seeing if it helps? Always suspicious of any sky box allowed to use its own wifi.