Sky Q and mini constantly loses connectivity

[Jude70]

did this ever get resolved as I am also having the same problem?

[paulcbsuki]

no resolution unfortunately

[Jude70]

we got through to Sky on the phone - they think it was our bandwith and have adjusted - and are sedning us a booster - i'll let you know if it helps.

[BuzzBrem]

Hi Jude,

I can't tell you if its bandwidth or not but it is a fault! after blaming BT for a long time it was them that eventually solved the problem for me. I was having another internet connection put in and while on the phone to the guy at BT he said that the problem could be the IP address. Apparently your internet  IP address is constantly changing, he arranged for me to have a fixed IP address and since then my Sky Q has not dropped off. I'm not 100% its fixed for ever but so far so good.

My Last comment would relate to Sky! they were as good as a chocolate teapot. Using Covid as an excuse to cover up your poor customer service is just pathetic but to be expected.

RB

[Jude70]

Thank you RB,  At least i know what to do next if it doesnt work.

[Jackiesg2]

I'm having similar issue.  My mini box drops connection a dozen times a day.  Broadband and WiFi working fine as we have other devices connected.  The mini box stops working and the network connection is still ticked in the status....and then five minutes later the status updates to a cross.  

[Jude70]

We ended up getting an engineer out and it was fixed on the spot. Get an engineer.

[Pottersapp]

Hi problem needs solving urgently by Sky.

I too have had a gut full of this. I've praised sky for their service and products for years but now it seems they don't wont to resolve the issue or not at least speak out about it.

For weeks I've had mini box connectivity issues. Several people in my Postcode area started a facebook community group to see if others were having the same problem.

1) Is it the router

2) is it the Sky Q box 

3) is it the mini's

4) is it the connection 

5) is it wifi speed

6) is it DCHP

7) is it IP address allocation

😎 is it firmware Q12 - Q13?????

the list goes on, there are so many people with this issue.

All I know is that I've had all 3 mini's, V2 SkyQ box and SR203 router replaced TWICE - yes twice. Doesn't this ring alarm bells with Sky or the engineers. Do the engineers really care, some certainly seem to but why are they not being updated about the problem being widespread, fixed, in progress etc?

I have dithed the SR203 as it certainly has weak Wifi capabilities, thats a fact. hundreds of people will tell you some not all 3rd party ADSL routers trump sky's router.

My SR203 will pump out my speed indoors on average at 57 to 60Mb. The line in comes in at 66Mb. So I would be happy with that. My SR203 / Sky Q box / 3 mini's are all within 15 feet radius. However if I go upstairs that wifi signal drops to 10Mb or so.

So if I hook up my Asus AC68U, same location upstairs provides 50 to 60mb

So many reboots, so many unplugging. Disconnecting all my devices, moving items about, plugging in boosters, two sky engineers, the list goes on, but I cannot stabilise my connection for the mini boxes.

I can watch netflix or iplayer on all of the TV's and use the TV's apps to play these programs in all rooms flawlessly, yet I try and watch a program through the mini box it drops the connectivity or freezes randomly.

So, where does this leave us, as paying consumers we should be listened to and then advised, or offer solid advice as to what the situation is.

Lets get sky moving on this matter!!!!

Can someone confirm as at today the latest firmware

all my devices show Q120.002.13.00L

[Quoman7]

---

@Pottersapp wrote:

Hi problem needs solving urgently by Sky.

I too have had a gut full of this. I've praised sky for their service and products for years but now it seems they don't wont to resolve the issue or not at least speak out about it.

For weeks I've had mini box connectivity issues. Several people in my Postcode area started a facebook community group to see if others were having the same problem.

1) Is it the router

2) is it the Sky Q box 

3) is it the mini's

4) is it the connection 

5) is it wifi speed

6) is it DCHP

7) is it IP address allocation

😎 is it firmware Q12 - Q13?????

the list goes on, there are so many people with this issue.

All I know is that I've had all 3 mini's, V2 SkyQ box and SR203 router replaced TWICE - yes twice. Doesn't this ring alarm bells with Sky or the engineers. Do the engineers really care, some certainly seem to but why are they not being updated about the problem being widespread, fixed, in progress etc?

I have dithed the SR203 as it certainly has weak Wifi capabilities, thats a fact. hundreds of people will tell you some not all 3rd party ADSL routers trump sky's router.

My SR203 will pump out my speed indoors on average at 57 to 60Mb. The line in comes in at 66Mb. So I would be happy with that. My SR203 / Sky Q box / 3 mini's are all within 15 feet radius. However if I go upstairs that wifi signal drops to 10Mb or so.

So if I hook up my Asus AC68U, same location upstairs provides 50 to 60mb

So many reboots, so many unplugging. Disconnecting all my devices, moving items about, plugging in boosters, two sky engineers, the list goes on, but I cannot stabilise my connection for the mini boxes.

I can watch netflix or iplayer on all of the TV's and use the TV's apps to play these programs in all rooms flawlessly, yet I try and watch a program through the mini box it drops the connectivity or freezes randomly.

So, where does this leave us, as paying consumers we should be listened to and then advised, or offer solid advice as to what the situation is.

Lets get sky moving on this matter!!!!

Can someone confirm as at today the latest firmware

all my devices show Q120.002.13.00L

---

Hi @Pottersapp  I can confirm that firmware  Q130.000.27.04 (56vq9w0) is being rolled out starting from last Thursday!

At the present time you will not be able to manually download the update, it will auto update your box in due course!

[Pottersapp]

Thanks for this info.

Do we know how long it takes Sky to completely roll out to customers?

When you check your firmware and it states 'download successful' your device will update when it goes into standby. Does this happen instantly or is this an overnight standy update?

[Quoman7]

---

@Pottersapp wrote:

Thanks for this info.

Do we know how long it takes Sky to completely roll out to customers?

When you check your firmware and it states 'download successful' your device will update when it goes into standby. Does this happen instantly or is this an overnight standy update?

---

@Pottersapp  the roll out can take up to four weeks, and will auto update your box in the early hours!

[Pottersapp]

I've just resorted to conencting my Q Box to my Router to overcome the constant dropouts with the mini box connection problems.

Q Box to Router hard wire - Turned off 2.4 and 5 Ghz on Q box

Connected mini to Router via wifi as not possible to cable it 

Can anyway explain why the Q Box continues to turn both 2.4 and 5 Ghz wifi back on, on my Q box without any input from myself.

I'm trying to stop the Q box from communicating to the hub via wifi as I'm convinced this is the issue with mini boxes.

Its become such an issue with mulpiple engineer visits that the TAPS team are supposed to be investigating the many issues people are facing with the mini connectivity problems. 

I would as a last resort use CAT cable to conenct Q box and Hub but not the 3 mini boxes. It defeats the object of wireless TV in other rooms.

Thanks

Lee

[Quoman7]

---

@Pottersapp wrote:

I've just resorted to conencting my Q Box to my Router to overcome the constant dropouts with the mini box connection problems.

Q Box to Router hard wire - Turned off 2.4 and 5 Ghz on Q box

Connected mini to Router via wifi as not possible to cable it 

Can anyway explain why the Q Box continues to turn both 2.4 and 5 Ghz wifi back on, on my Q box without any input from myself.

I'm trying to stop the Q box from communicating to the hub via wifi as I'm convinced this is the issue with mini boxes.

Its become such an issue with mulpiple engineer visits that the TAPS team are supposed to be investigating the many issues people are facing with the mini connectivity problems. 

I would as a last resort use CAT cable to conenct Q box and Hub but not the 3 mini boxes. It defeats the object of wireless TV in other rooms.

Thanks

Lee

---

Hi @Pottersapp  The Mini boxes connect to the main SKYQ  box via their own wifi mesh, and not through your broadband router.

Try rebooting the main SKYQ box by turning the power off at the socket for 30 sec then turn on to reboot, then do the same with your mini boxes, wait for them to fully reboot.

If you are still having connection problems with the mini boxes to your main SKYQ box then you may need a SKYQ

booster situated between your Main SKYQ box and mini boxes, the booster is provided free from SKY and will usually need an engineer visit to install!

[scotttay]

I got in touch with sky. The issue is with their boxes being rubbish. Only wqy to get a fix is to but the booster for them. It works. But its another cost that you shouldnt have to make. I had the issue over 12 months

[Pottersapp]

There is no need for a booster in my situation. Its been exhausted. I have one and makes no difference. 

I now use 3rd party router which gives me WiFi through my home at 60mb both upstairs and downstairs.

It doesn't matter whether I use skys Szr203 Hub with booster or 3rd party router. Minis keep dropping out.

😞