topic Re: Q Box disconnecting from Broadband in Sky Q

Q Box disconnecting from Broadband

homerbronco — Sun, 13 Apr 2025 11:35:17 GMT

Good morning all.

Wondering if anybody has any suggestions please.

We have Sky Full Fibre Gigafast and Sky Q and both have played nicely together since the fibre was installed last year, but, since the recent outage that affected Devon & Cornwall (may be pure coincidence) the Q box drops the network connection 2 or 3 times a night. Reconnect via the WPS and it may stay online for an nour or so, then knocks off again, as it's the other half who watches the programmes on the apps via Q, I am getting a large amount of larrup about why. Wifi signal to devices futher away are in the 400-500 MBPS range so don't think that's an issue, and as said, it was working fine.

Any bright ideas to stop me getting earache gratefully recieved 🙂

Re: Q Box disconnecting from Broadband

peter-marlow+1966 — Sun, 13 Apr 2025 11:51:08 GMT

Can you connect the sky q box to the hub with an ethernet cable ?

Re: Q Box disconnecting from Broadband

homerbronco — Sun, 13 Apr 2025 13:24:09 GMT

Unfortunately not due to distance

regards

Steve

Re: Q Box disconnecting from Broadband

oldfella — Sun, 13 Apr 2025 15:10:00 GMT

@homerbronco wrote:

Good morning all.

Wondering if anybody has any suggestions please.

We have Sky Full Fibre Gigafast and Sky Q and both have played nicely together since the fibre was installed last year, but, since the recent outage that affected Devon & Cornwall (may be pure coincidence) the Q box drops the network connection 2 or 3 times a night. Reconnect via the WPS and it may stay online for an nour or so, then knocks off again, as it's the other half who watches the programmes on the apps via Q, I am getting a large amount of larrup about why. Wifi signal to devices futher away are in the 400-500 MBPS range so don't think that's an issue, and as said, it was working fine.

Any bright ideas to stop me getting earache gratefully recieved 🙂

Hi @homerbronco

just be aware that if you have the latest Sky Max broadband router then you need to connect it to your Q box as if it was a 3rd party router.

Try completing the following:-

First reset your broadband router.
If on Sky broadband hold 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.
If 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 Sky Broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
If you are on Sky Broadband with the new Sky Max router then you need to connect it as if it is a 3rd party router and you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

Re: Q Box disconnecting from Broadband

homerbronco — Fri, 18 Apr 2025 12:43:38 GMT

Hi @oldfella thank you for the comprehensive reply.

Managed to follow your instructions last evening but alas the issue remains, also wonder why it would require any change to any settings ( Q box or router) when it used to connect without issue and as far as I know, nothing has changed.

Will have to get onto Sky, but thanks again for your suggestions

Steve

Re: Q Box disconnecting from Broadband

Chodley — Fri, 18 Apr 2025 18:24:43 GMT

Have you got any minis?

Re: Q Box disconnecting from Broadband

homerbronco — Fri, 18 Apr 2025 18:54:17 GMT

Hi @Chodley

No Mini's, have a Sky Booster about 10 foot from the Q Box, same physical location has a Ps5 connected with Network speeds around 450Mbps and solid, so can't think it is a signal issue as such, given the fact it's somethnig that started randomly and has progressively got worse, my gut feel is an issue with the Q box? There are a lot of devices connected to the router via Wi-Fi but further away than the Q box and all work fine.

Thanks for the reply

Steve

Re: Q Box disconnecting from Broadband

Chodley — Fri, 18 Apr 2025 22:57:53 GMT

Yeah that's typical. It's never the wifi.

Why is the booster near the Q? You need it somewhere the Q can reach it but where it can get a very good signal (or better yet ethernet connection) from the router.

I'm assuming this is specifically a Q booster?

Re: Q Box disconnecting from Broadband

Chodley — Fri, 18 Apr 2025 23:02:34 GMT

Also is it possible a neighbour has added a new network on the same channel as yours?

Re: Q Box disconnecting from Broadband

homerbronco — Sat, 19 Apr 2025 09:25:21 GMT

Hi @Chodley

Yes it's a Sky Booster, it's not in place specifically for the Q box, but for laptops situated about 15 foot further on from the Q box away from where the hub was installed (totally wrong place but long story) & can't see any sign of other network, being fair where we are there are very few other homes using BB.

Cheers

Steve

Re: Q Box disconnecting from Broadband

Chodley — Sun, 20 Apr 2025 06:41:41 GMT

Ok so that's not a Q booster I don't think. But as you have Sky BB it should work the same way

And you are using the WPS button on that and not the router, presumably?

Re: Q Box disconnecting from Broadband

lettice — Sun, 20 Apr 2025 07:38:15 GMT

Are you talking about a a Sky Max pod, that you are calling your Sky booster?

Re: Q Box disconnecting from Broadband

homerbronco — Sun, 20 Apr 2025 08:00:46 GMT

Hi @lettice & @Chodley my fault, and terminology, it's a Sky Max pod (with no WPS) we have.

Have tried connecting the Q box again to the Wifi this morning but it kicks off as soon as set up complete each time. Looking through the list of devices in the app, the only one which I don't recognise is called "BskyB Ltd-A336 which it says is connected but if that is the Q box, isn't.

Thanks for the replies both.

Re: Q Box disconnecting from Broadband

lettice — Sun, 20 Apr 2025 08:25:49 GMT

@Chrisee

Any ideas on this Sky Max router and Sky pod causing an issue from a recent downtime of the fibre connection here with the Sky Q setup.

Re: Q Box disconnecting from Broadband

Chrisee — Sun, 20 Apr 2025 10:37:25 GMT

@homerbronco & @lettice do not use the wps function to try and connect the main Q box to a white Wifi Max hub and pod combination instead enter the pasword as you would for a third party router. This advice appears to be what Sky engineers are now giving.

Assume yoy are aware any Sky Q minis have to be networked to the main Q box NOT directly to the white hubs.

Re: Q Box disconnecting from Broadband

homerbronco — Sun, 20 Apr 2025 12:38:31 GMT

Thanks @Chrisee there are no Sky Mini's and the Mx hub has no WPS, everything else in the home is connected robustly to the wifi (ither the Max hub or router) with no issues, only the Q box keeps dropping the connection, to be honest I have set up madams apps on the TV this morning so she can watch what she needs, the TV stays connectec fine so it points (in my mind) to an Issue with the Q box, but will pick that up with Sky sometime

Cheers

Steve

Re: Q Box disconnecting from Broadband

Chrisee — Sun, 20 Apr 2025 16:49:42 GMT

@homerbroncothe Max hub does have a wps button on the right hand edge but dont use it for the Q box. Not sure why your Q box is not connecting but given it only uses the 2.4GHz band it could be interference from a neighbour's network or from some wireless kit like a wireless speaker system or similar which also use the 2.4GHz band.

Re: Q Box disconnecting from Broadband

Chodley — Sun, 20 Apr 2025 17:33:03 GMT

@homerbronco wrote:
Thanks @Chrisee there are no Sky Mini's and the Mx hub has no WPS, everything else in the home is connected robustly to the wifi (ither the Max hub or router) with no issues, only the Q box keeps dropping the connection, to be honest I have set up madams apps on the TV this morning so she can watch what she needs, the TV stays connectec fine so it points (in my mind) to an Issue with the Q box, but will pick that up with Sky sometime

Well yes there is a massive issue with the Q box and non-old-school Sky routers.

You might get somewhere with the password approach but I suspect it will be flakey.