topic Re: Sky Q Box loses broadband connection in Sky Q

Sky Q Box loses broadband connection

chris0x01 — Sat, 19 Jul 2025 11:24:03 GMT

Hi.

My Sky Q box loses Internet connection every couple of hours. Pressing Home shows a message saying we're not connected to the Internet. Sometimes it restores after a couple of minutes, usually I need to turn off the mains power to fully reset the box. My box is plugged directly into my router via an ethernet cable so it's not a WIFI issue and all my other devices continue to access the Internet OK. I'm on Sky broadband. Anyone else had this issue?

Re: Sky Q Box loses broadband connection

Chodley — Sat, 19 Jul 2025 12:14:32 GMT

Have you disabled wifi on the box?

Re: Sky Q Box loses broadband connection

Rob19661 — Mon, 21 Jul 2025 06:26:29 GMT

Hi , Yes I'm having exactly the same issue. Tried everything to clear it. I get a message stating I might need a sky's booster. This Problem only started yesterday.

Re: Sky Q Box loses broadband connection

Jemma88 — Mon, 21 Jul 2025 07:11:16 GMT

Exactly the same issue, anyone fixed it yet?

Re: Sky Q Box loses broadband connection

Rob19661 — Mon, 21 Jul 2025 07:29:30 GMT

Hi all,

I have just tried the below, as recommended by sky but it still has not solved the problem.

I'd suggest fully rebooting both the router and the Sky Q main box.

Unplug both of them, same time, from the wall for at least 30 seconds.

Plug back in the router only, get it up and running, and run a speed test on your mobile. Now plug back in the Sky Q box, go to settings, and reset the network settings section. Then scan for your router, add in your password, and hopefully, you're back up and running.

Re: Sky Q Box loses broadband connection

chris0x01 — Tue, 22 Jul 2025 20:34:29 GMT

Thanks for the suggestion. I've disabled WIFI in the service menu and so far (after 3 days) it's been OK. Fingers crossed that's sorted it.

Re: Sky Q Box loses broadband connection

William5703 — Mon, 18 Aug 2025 18:12:53 GMT

I have the same problem. If I reboot the router and the Sky Q box, it will reconnect.

About 10 minutes later, though, the Sky Q box advises that there is no internet connection.

My phone and others at home are all still connected, so I am now at my wits end regarding this. It has been happening now for about 3 weeks.

Re: Sky Q Box loses broadband connection

Teal22 — Thu, 04 Sep 2025 21:48:36 GMT

Did you find a solution to this? My sky Q box is doing the same. We switched from BT to Sky broadband and it hasn't worked properly since! The internet connection drops every 15-20 mins, and I have to resent the box, pressing wps on the router etc.

I'd be grateful for an answer if you have one.

Re: Sky Q Box loses broadband connection

Grizzo66 — Mon, 01 Dec 2025 19:51:00 GMT

We are having this same issue, just upgraded to sky fibre and now the sky q box is losing connection constantly.. driving us nuts.
How do I get to speak to a human being at sky to get this fixed?

Re: Sky Q Box loses broadband connection

Teal22 — Mon, 01 Dec 2025 20:19:07 GMT

Hi. This is a complicated reply, but it did all work in the end. I went through the app to say I wanted to leave Sky because of all the problems but if they could get me an engineer visit that might help. They sent connected me with the engineers who brought out a new Sky q box, but also a Sky additional broadband booster for the tv. Apparently the signal split between the 2 boxes was too weak. This was before we switch to full fibre.
I also did cancel and start to switch to ee instead and got a fantastic deal with sky to stay as a result. I hope this helps. It's impossible to get a phone number any other way.

Re: Sky Q Box loses broadband connection

James+drew — Sat, 20 Dec 2025 10:57:57 GMT

Having same problem having tried ery meyhod of turning every thing off and on half a dozen times

Re: Sky Q Box loses broadband connection

1947richardlil — Fri, 16 Jan 2026 23:20:41 GMT

Told we had to change to fibre,no choice but free,2 vans to start,1 man to check signal followed,then another 2 vans to reroute to another pole,then van and man to check again,then installers came and fitted box and router,signal not right,so another man and van to find wires fitted to box were crimped so repaired,now a boxes not connecting.Two hours on phone being told how to rectify to no avail,Engineer would take six days to come but if I made a complaint about service it could delay it.also if I altered appointment a 25 pound surcharge would be applied.Is this what to expect of sky

Re: Sky Q Box loses broadband connection

William5703 — Fri, 16 Jan 2026 23:51:49 GMT

I have resolved my problem, only by having my Sky Q box hardwired to the router. It cost me a fair bit to have the cable taken back outside, then around the house before coming though the wall again to connect with the Sky Box.

No problems ever since though.

Re: Sky Q Box loses broadband connection

Chodley — Sun, 18 Jan 2026 07:54:38 GMT

@1947richardlil wrote:
Told we had to change to fibre,no choice but free,2 vans to start,1 man to check signal followed,then another 2 vans to reroute to another pole,then van and man to check again,then installers came and fitted box and router,signal not right,so another man and van to find wires fitted to box were crimped so repaired,now a boxes not connecting.Two hours on phone being told how to rectify to no avail,Engineer would take six days to come but if I made a complaint about service it could delay it.also if I altered appointment a 25 pound surcharge would be applied.Is this what to expect of sky

Hard to offer any advice without knowing what you tried during the 2 hour call but you have to treat the router as a 3rd party non-Sky one when you get to that option.

P.S. It's traditional to put spaces after full stops and commas to make things readable.

Re: Sky Q Box loses broadband connection

Daniel0210 — Sun, 18 Jan 2026 08:00:23 GMT

@1947richardlil wrote:

also if I altered appointment a 25 pound surcharge would be applied.Is this what to expect of sky

@1947richardlil

See this link

https://www.sky.com/help/articles/reschedule-your-sky-tv-engineer-appointment

Changing an appointment on the day or the day before will likely incur a £25 charge.

Re: Sky Q Box loses broadband connection

Pads78 — Wed, 04 Feb 2026 10:50:20 GMT

Hi, my sky q and sky router are connected via Ethernet. It has worked perfectly for years even with different internet providers. We don't use the shy WiFi as we have other repeaters bouncing WiFi all working perfectly. Two weeks before Christmas the sky q started dissconnecting from the network.
steps to date.
1)contacted sky - router reset, ont reset. Wifi turned off and sky q box. Lost connection again after an hour. No better.
2) sky engineer replaced the sky q box, new cable running directly from router to sky q from port 2. Lost connection after an hour no better.

3) back to sky help on the phone all reset (line tested again) some fault but couldn't explain to me what it was.
4) broadband wireless optimisation engineer visit for tomorrow is there anything I should expect out of this or request the engineer to do or test.
pretty frustrated with it all at this point as the service isn't really useable.

Re: Sky Q Box loses broadband connection

Teal22 — Wed, 04 Feb 2026 13:17:19 GMT

Hi, our engineer said rhe signal was too weak between the router/sky q/ mini q box and fitted an additional booster plugged into the router. This seems to have solved the problem

I hope this helps.

Re: Sky Q Box loses broadband connection

Pads78 — Wed, 04 Feb 2026 23:47:57 GMT

Hi Teal22, have you an Ethernet connection directly from the router to the sky box or are you using WiFi? My Ethernet connection is what is dropping. That usually the go to solution it seem in this situation. However having had it work for years like this now it's failed and dropping every hour and sometime multiple times an hour for seconds at a time both the wired internet and the wireless as I have seen both wired and wireless devices lag at the same time and can see big latency at the same time on the ping test I'm running. Then the sky q needs a hard restart to reconnect via the Ethernet cable. Oh and all cabling has been test with no fault but then replaced at quite a cost with no improvement. .

Re: Sky Q Box loses broadband connection

Teal22 — Thu, 05 Feb 2026 08:58:58 GMT

Hi Pads, no we don't use an Ethernet cable. I would have expected that to protect you from the highs and lows of the internet speed. Ours has mostly settled with the addition of the sky booster which apparently stops the signal splitting between the two sky q boxes. We have also now got full fibre which in theory should prevent this entirely. However this week we have seen some buffering when using sky tv, and a speed checker shows that the speed does still drop dramatically on occasion. I know that engineers will probably deny there is a connection but when we had major cabling work being done across our local area, even with full fibre the service drops. Good luck today with your engineer. I hope you find a solution.