topic Re: Sky Q - Drops Internet Connection in Sky Q

Sky Q - Drops Internet Connection

CB666 — Thu, 16 Oct 2025 10:16:30 GMT

Hello people, I wonder if someone has had any similar issues.

Been running Sky Q and BT Internet for many issues with no problems. Recently moved to Sky Broadband and have an issue where the sky q box connects to the hub but the internet connection keeps dropping. I have had a sky engineer out but they can find no issues. Tried a second hub, and the engineer tried a second q box - neither worked. If connected via ethernet cable, then the problem goes away so that narrows it down to WIFI - I have no neighbours so interference isnt an issue. I have split the 2.4 and 5 into different channels and tried disabling 2.4 on the q box and router - still have the same issue. I read somewhere that there maybe an option that sky have access to on their backend to disable the mixing of 2.4 and 5 channels but nobody I've spoken to so far at Sky seems to be aware of that.

Anything similar out there?

Re: Sky Q - Drops Internet Connection

oldfella — Thu, 16 Oct 2025 11:04:13 GMT

@CB666 wrote:

Hello people, I wonder if someone has had any similar issues.

Been running Sky Q and BT Internet for many issues with no problems. Recently moved to Sky Broadband and have an issue where the sky q box connects to the hub but the internet connection keeps dropping. I have had a sky engineer out but they can find no issues. Tried a second hub, and the engineer tried a second q box - neither worked. If connected via ethernet cable, then the problem goes away so that narrows it down to WIFI - I have no neighbours so interference isnt an issue. I have split the 2.4 and 5 into different channels and tried disabling 2.4 on the q box and router - still have the same issue. I read somewhere that there maybe an option that sky have access to on their backend to disable the mixing of 2.4 and 5 channels but nobody I've spoken to so far at Sky seems to be aware of that.

Anything similar out there?

Hi @CB666

Do you have the Sky Max fibre router (a white one)?

Re: Sky Q - Drops Internet Connection

CB666 — Thu, 16 Oct 2025 11:44:41 GMT

Unfortunately not, its the black one (4.2?)

Re: Sky Q - Drops Internet Connection

stretford_ender — Thu, 16 Oct 2025 15:23:13 GMT

Have you by any chance got a new Samsung TV recently?

Re: Sky Q - Drops Internet Connection

CB666 — Thu, 16 Oct 2025 19:00:25 GMT

No, same tv - only thing that changed was sky router....

Re: Sky Q - Drops Internet Connection

stretford_ender — Thu, 16 Oct 2025 19:04:26 GMT

No worries mate.
The reason I asked was to elimate a possible cause.

I had similar issues a while back and it all stemmed from the WIFI signal of a new Samsung TV. There turns out to be an issue with some new Samsung TV's disrupting Sky Q signals.

Re: Sky Q - Drops Internet Connection

Laing1 — Thu, 16 Oct 2025 20:05:05 GMT

@CB666 wrote:

No, same tv - only thing that changed was sky router....

@CB666 do you have the newer white router or the older black router if its the newer white router you need to connect you main Q box to as though it were a third party router so by finding the ssid of the router and using the wifi password the black router is connected by using the wps button on the router and the main q box

Re: Sky Q - Drops Internet Connection

CB666 — Fri, 17 Oct 2025 07:29:41 GMT

Yeah tried all that - it connects fine and remains connected but internet conndction drops.

Re: Sky Q - Drops Internet Connection

ChetSky — Fri, 17 Oct 2025 16:21:16 GMT

I’m having similar issues. I was with BT for three years on 100 Fibre to the house and had no problems. Over the summer, I switched from BT broadband to Sky broadband.

Since then, I’ve been getting frequent Wi-Fi dropouts. The kids will be playing games and the connection just stops. I’ll be on work Teams calls and the connection drops, and Sky Q also loses connection.

I upgraded Sky broadband to Sky WiFi, but that hasn’t helped. I also tried using a Wi-Fi extender, but that didn’t work either.

I’m currently on a call with Sky — it’s been over 30 minutes with no answer. I’ll probably need to wait for an engineer, but if others are having the same issue, I doubt that will fix it. 😞 It sounds like a hardware problem…