Keep losing connection

Heather126 — Sat, 25 Oct 2025 10:55:30 GMT

Sky Q box keeps losing connection. Engineer came out changed a few settings and gave up Ethernet cable to connect to router. Still losing connection regularly. How do I get to speak to someone at sky to book an engineer?

Re: Keep losing connection

oldfella — Sat, 25 Oct 2025 11:05:15 GMT

@Heather126 wrote:

Sky Q box keeps losing connection. Engineer came out changed a few settings and gave up Ethernet cable to connect to router. Still losing connection regularly. How do I get to speak to someone at sky to book an engineer?

Hi @Heather126

If you need to contact them you need to persevere by phone.
To contact Sky
Select Need more help
at the bottom of the following link and this will lead to a phone contact.
Ignore all automated messages and wait for an agent
https://www.sky.com/help/home

Regarding your issue

When Q boxes are connected by Ethernet you can then switch off all Q box WiFi. (Provided you have no mini boxes on WiFi)
On the main Q box and first carry out a Network reset with the Ethernet connected.
Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router (or Sky router if on Sky Broadband). Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
As soon as it connects go immediately into the Q box hidden menu and turn off WiFi.

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

If you have minis on WiFi then carry out the reset as above but leave the WiFi on..

topic Keep losing connection in Sky Q

Keep losing connection

Re: Keep losing connection