Sky Q: Internet on Apple devices keeps dropping off

[Apple+and+Q+user]

I have the same continuous problem of only apple devices losing internet connection. I have been told that this is an apple issue as I have sky Q with a mini box and a booster. Sky tell my my devices latch on to one WiFi zone on the sky boxes as I move around and it fails to switch to the other when it's closer. They did split my WiFi between the 2 and 5 ghs or whatever it's called but that then caused issues on my sky boxes so they switched it back to all on 2 and changed the channel which has made little difference. It drives me insane turning WiFi on and off on my phone 

[Apple+and+Q+user]

Is this really a sky problem? As the sky Q works with all my other devices I'm tempted to blame apple as they have so many other comparability issues on their devices. Apple have been aware of this for years and I'm sure an update could prevent this if other devices can manage it. Does anyone know if you can have a different broadband provider and still use sky Q fully 

[kemik77]

Same issue here

Its something to do with SkyQ + Mini box wifi that is causing the issue as I've got BT broadband and changed the BT Hub as they are notorious for causing issues.

Apple devices when used wifi in property together with SkyQ + Mini boxes which are not wired is the issue yet Sky will no acknowledge the issue

Only way to fix is have all the mini boxes wired

[mae-3]

@Apple+and+Q+user 

The issue with Sky Q wireless mesh will not work with another ISP wireless system apart from over 2.4Ghz, and therefore it is best then to hardware the Sky Q boxes for full functionality.

[sanderson08]

Hi, I have been using an old Sky Hub router which is not 5ghz compatible and it has solved this issue for me however, recently our furthest away mini box (we have 4) has been dropping out so sky sent us a booster. The problem has come back and I'm guessing the booster is switching 2.4 to 5 which is causing the issues therefore I have disconnected the booster. I guess I need to find a powerful 2.4ghz only router any thoughts ? 

[Ladysuisei]

@mae-3 . We've had a Sky broadband router just very recently installed. In fact you appear to have a lot more of an idea about this issue with Apple devices. In fact I'm using my mobile date right now which is OK, but it's annoying paying for broadband that can't be used. Like others have said, I've done the test which shows everything is ticket boo (!!) but it bloody well isn't because it randomly shuts down. 

Are you saying that it's a technical issue which we need to contact Apple with? I'm not able to use my ipad at all because it's only got broadband in the house and I can't use any other data. At the moment my ipad is totally redundant. I'm fed up because apart from anything else, I'm useless with technology and I am beginning to regret ( understatement of 2021) signing up to Sky. Had I known about these issues I wouldn't have bothered. As it was, we signed up on the 22nd of January and the engineer was only allowed in this week. So we've been paying for zilch for the last few months ( well apart from the phone). In fact I could quite easily not bother with the TV, because I bought some decent noise cancelling headphones and I just listen to my music ( from my Apple iPhone 11) whilst the OH has been enjoying a few months of all the uninterrupted sport on the normal free view channels. Oh yes, even though free view is considered basic, I have seen him watching nothing but snooker, rugby, footie and some other random things! 

 I tend to feel I've made a gross error of judgment signing up for this but I'm counting down until the day we're out of contract ( January 2023) then I'm off!!!

Your thoughts would be appreciated because this is so annoying actually. Thanks 

[Chrisee]

@Ladysuisei there is no technical reason why Apple devices will not connect to Sky hubs in their default set up. I have around 6 ios devices that do so without issue and an iMac which works as well. First thing is to ensure your devices are running the latest version of ios or iPados which is 14.5.1 currently.. 

If the current connection is flaky tell the device to forget the connection then reboot the device - press and hold the power button and a volume button until,the power down slider appears works on the latest devices. Then once the device is fully rebooted add the connection from scratch carefully typing the passcode as it is case sensitive. Apple devices can go a long time between reboots and settings can get screwed this process ensures they pick up,the correct ones.

When adding the Sky connection you should leave the ios settings at their defaults but check autojoin is selected so the phone picks up the connection when in range..

There should be no need to separate wifi bands as Apple devices are dualband devices.  You should only be separating bands if a device cannot connect to a dualband SSID which typically are cheap home automation devices and older kit.. Separating the bands is likely to make the connection slower to any supported ios device

[Ladysuisei]

@Chrisee tanks for your reply BTW! I have been tearing my hair out and for the time being I'm ignoring my ipad because it triggers intense feelings of anger and frustration!!

Well you've explained things there in a helpful step by step way. I probably mentioned in my more ranty post that I'm not good with technology ( brother is my OH "sadly!).

I will speak to my technical advisor (( my son)) later on this morning and ask him to guide me though this. Given he's a senior data scientist he should find this a walk in the park. Incidentally, how on earth could it be possible to have a son who's a Dr of physics, with a brilliantly analytical mind who is an expert in various statistical methods ( that I can't even spell BTW) and as his mother, I am utterly useless with technology and maths! 

Haha maybe you can explain this one to me next!

Seriously though, your reply sounds like a great plan. I will ask the OH  to have a bash at doing these things you say. Failing that I will do the 90 minute round trip to physically bring my son into my house (( 1 think that's allowed in Wales???)) and he can do it for me! It's not as if I don't do plenty of things for him I suppose. You've been very helpful, with a few ideas there, which, as you say are working for you. More worryingly, I read through all the previous posts and thought my ipad was redundant. At least on the iPhone I've got unlimited data, so Sky are NOT going to drive me to insanity.

Take care and thank you. Julie 

[mae-3]

@Ladysuisei 

If a simple forgetting of the network and reconnecting to the Sky mesh network on an iPad/iPhone doesn't work as @Chrisee  has described then you'll need to check whether all nodes in the Sky mesh are working and communicating correctly in the Sky wireless mesh together. For testing its functionality only Sky engineers have the appropriate app to test the wireless mesh and set it up correctly.

[Ladysuisei]

@mae-3 well this is the issue I've had with then all along really. My OH set up the broadband over the phone being talked through it by some guy up north! Now if I'd have realised we'd be paying for useless service on the 22nd of January there's no way we would have entered into the contract. We only got an engineer round last Tues and he knew nothing about the broadband!!!

I'm furious actually that Sky are taking advantage of the Covid-19 situation to give even worse service than usual. When our contact ends in January 2023, I'll be getting out! It's been nothing but problem after problem. 

Normally I would have been complaining, but sadly we lost out beloved mum shortly after the new year, so I'm just accepting things. Normally I would be complaining to the right people. As things are, I'm putting this down to poor judgement on our part and just trying not to get wound up. Thanks for  your reply - we are going to try and reset our Apple devices and see what happens. 

[kemik77]

As mentioned before unless the all the Sky boxes are wired not wireless your Apple devices will not work regardless of wireless network and/or settings this is a known issue and something Sky are denying whilst filling people homes with more 'boosters' 

Not what you want to hear but I'm a network engineer and get called out to the same issue every week and spend not just hours but days trying to fix for people when the only fix that works 100% is to wire all your Sky boxes as the Sky mesh causes too many issues 

[sanderson08]

The solution to this problem is simple, use an older Sky hub. The newer versions switch 2.4 to 5 and apple can not handle the continuous switching. The older Hub runs only at 2.4ghz and sorts the issue. 

[Ladysuisei]

@sanderson08 unfortunately we are new customers ( a big mistake!) so we had what we were given!

We only got set up last Tues despite them charging us from the 22nd of January. It's a diabolical service. Thanks for the reply 

[mae-3]

@Ladysuisei 

One thing that can be tried is separating the 2.4Ghz & 5Ghz bands and assigning them their own unique SSID. Separating the wireless bands will stop the mesh and Apple devices from switching between the wireless bands, and there are several posts already on the forum explaining how to separate the wireless bands on the Sky Hub so won't explain it here.

[Ladysuisei]

@Chrisee well bugger me I've sorted it!! 
I would like to thank everyone who replied but actually what you told me to do actually worked!.
I began by putting the ipad on charge and before it randomly cut off  I searched for an update. Did the update - then I asked both the ipad and my iPhone to forget the Sky WiFi. 
Then I reset both these up putting in the password ( which was on the back of the router 🙈) 

 After doing this it's working fine. I'm so pleased I didn't send a ratty email off to customer services. Fair play, as new customers we should have had an engineer set up as opposed to DIY, but I am just putting this behind me knowing that it's up and running fine..
Best bit - I did it all myself 👌👏👏👏😜
Thanks for the advice........absolutely nothing to moan about now though.......😂
Cheers x