topic Re: Sky Q box keeps dropping network connection in Sky Q

Sky Q box keeps dropping network connection

Marcy87 — Sat, 11 Jan 2025 16:55:21 GMT

I recently upgraded to sky Max Hub but ever since then my Sky Q box keeps lossing network connection which means the mini boxes aren't working either. When I check online on My Sky they say everything is working. Can someone tell me if this is normal for the 1st few days or have I an issue with my Sky Q box?

Re: Sky Q box keeps dropping network connection

oldfella — Sat, 11 Jan 2025 19:08:46 GMT

@Marcy87 wrote:

I recently upgraded to sky Max Hub but ever since then my Sky Q box keeps lossing network connection which means the mini boxes aren't working either. When I check online on My Sky they say everything is working. Can someone tell me if this is normal for the 1st few days or have I an issue with my Sky Q box?

Hi @Marcy87

If you have the latest Sky Max router then you need to connect it to to your Q box as if it is a 3rd party router.

This means you need to connect it to your Q box as follows.

First reset your broadband router by holding the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
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
As the max router is like 3rd party broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

Re: Sky Q box keeps dropping network connection

Marcy87 — Sun, 12 Jan 2025 10:06:03 GMT

There is no reset button on the back? The only button on the router is the wps.

Re: Sky Q box keeps dropping network connection

Laing1 — Sun, 12 Jan 2025 11:55:32 GMT

@Marcy87 wrote:

There is no reset button on the back? The only button on the router is the wps.

@Marcy87 what router do you have the black or white router ?

Re: Sky Q box keeps dropping network connection

Marcy87 — Sun, 12 Jan 2025 16:28:46 GMT

White box

Re: Sky Q box keeps dropping network connection

Laing1 — Sun, 12 Jan 2025 17:35:42 GMT

@Marcy87 wrote:

White box

@Marcy87 on the white sky max hub removing the power will cause the hub to reboot but to do a factory reset on the white hub you press and hold in the WPS button on the side until the led flashes and then release it which takes at least 10 seconds.

This page explains what the various colours of the light your hub mean https://www.sky.com/help/articles/hub-lights-explained-max-hub

Re: Sky Q box keeps dropping network connection

Marcy87 — Sun, 12 Jan 2025 18:43:23 GMT

I've tried turning the router off and on, I've tried holding the wps button and the sky a box does connect to the internet for about 1min and then it goes again. The sky q box is working for to watch TV but keeps saying no internet connection so can't use any apps or any mini box in the house.

Re: Sky Q box keeps dropping network connection

oldfella — Sun, 12 Jan 2025 21:34:21 GMT

@Marcy87 wrote:

I've tried turning the router off and on, I've tried holding the wps button and the sky a box does connect to the internet for about 1min and then it goes again. The sky q box is working for to watch TV but keeps saying no internet connection so can't use any apps or any mini box in the house.

Hi @Marcy87

As I posted earlier you need to connect a Sky Max router to your Q box like a 3rd Party router.

This means you need to connect it to your Q box as follows.

Carry out 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
As the max router is like 3rd party broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

Re: Sky Q box keeps dropping network connection

Marcy87 — Sun, 12 Jan 2025 23:02:18 GMT

Tried that and it does connect but for about 1min and then comes back up with an x beside network connection.

Re: Sky Q box keeps dropping network connection

Chodley — Mon, 13 Jan 2025 07:44:09 GMT

Welcome to the way Q has behaved with 3rd party routers since forever.

Maybe Sky will give you a Q booster which you can wire into the router and that acts like its an old school Sky router itself.

Re: Sky Q box keeps dropping network connection

Marcy87 — Sat, 18 Jan 2025 16:06:28 GMT

Thanks for all your help folks. I had to phone sky and they sent out an engineer and he had to fit a booster. He said it was very common now with the new routers, the Sky Q boxes aren't connecting to them anymore without a booster or by running an Ethernet cable which is rubbish. Then I had an issue with the mini box connecting and they had to send a new replacement out. Complete disaster but sorted now so far, fingers crossed.

Re: Sky Q box keeps dropping network connection

Chodley — Sat, 18 Jan 2025 17:51:59 GMT

Welcome to how badly it had always worked for the rest of us not on Sky bb 😁

edit; haha realised I already said this