Sky Q and mini constantly loses connectivity

[jj1892]

I am in the exact same position. I resisted getting sky Q because I had a good set up with the old sky hd and magic eye sensors in every room. But I decided to take the plunge and "upgrade" to sky q. I really wish I had stayed with the old system...

I have 3 sky mini boxes and I can not watch a programme on any of them! They are constantly dropping out and knocking off, I have been on the phone to sky and had 2 "engineer" visits but am still having the problems. I never had problems with my wifi before I got Sky Q! I am wondering if I was to buy a decent gaming router would this solve the problem? 

[Houseonthehill]

Its not worth buying an updated WiFi mesh or router - the problem lies solely at sky's door.

We had sky q from the off and it worked perfectly until around a year ago when the mini boxes started dropping out. 

I've had an Orbi system, Synology and now Eero mesh system. None make any difference. 

The sky q is coming out as we've had enough. We will go to BT and a firestick. Engineers have not got a clue. Some are polite whilst others couldn't rewire a plug. We moved home and the kid who came out to fit the dish said we couldn't have sky as the trees would get in the way across the road - an independent came out the next day and used a signal tester and just laughed. Fitted it at a cost to us. The sooner we all stop spending money at sky the sooner they will address the issue. 

[Gino+Maio]

I sorted mine out switched both units to work on 5 ghz and touch wood both working ok now

[Scobo]

After a LOT of tinkering and trial and error, I've got our mini working great.

Mini box is connected to the Q hub directly with ethernet cable, main box is on 5ghz.

When the main box had both 2.4ghz and 5ghz active, the mini was still getting constant disconnections but after switching off 2.4ghz, it's been rock solid.

No disconnections or stuttering now on the mini.

[Houseonthehill]

It will when hardwired in.

But that's not the point of them. 

I'm glad you're sorted, but it's not acceptable. Unless sky are willing to hardwire them in for everyone?

[Scobo]

I agree, they should work over wifi without all this hassle.

Haven't read the whole thread but have you tried connecting all boxes with 5ghz and switching off 2.4ghz ?

Seems to be working for Gino+Maio if I'm reading the post correct.

Might try it on ours just out of interest.

[Houseonthehill]

I have. 

It stays connected to the main box but just drops the network connection constantly. 

As I've said earlier, it's going the journey now. It's pot luck if you can find a solution. Sky know about it yet do nothing. If there was a solution they'd have posted it as there are numerous threads/posts but they ignore them all.

[jj1892]

Is that solely on 5ghz WiFi? I have hard wired the boxes and still no improvement 

[Scobo]

@jj1892 wrote:

Is that solely on 5ghz WiFi? I have hard wired the boxes and still no improvement 

I have my mini box wired direct to the hub and 5ghz only on the main box.

Mini box is finally working perfectly.

[jj1892]

Agreed the sky engineers haven't got a clue, half of them are plucked from the streets with no experience so what's to be expected... I've been speaking to an independent network specialist who has a very successful business fixings Sky and Virgin Media's problems so he said all the boxes need to be properly hard wired with proper Cat 5 cable. So I am going to the expense of this to see if it solves the problems. 

[Scobo]

So I tried the mini on 5ghz with 2.4ghz turned off ........... total failure !

Kept getting 'technical fault' when changing channels and the network connection constantly dropped.

Back to ethernet on the mini and 5ghz on the main box which seems to be the only way I can get the mini working reliably.

With this setup, the performance of the mini is as good as the main box.

[imh6778]

I was experiencing the same with constant drop outs shortly after switching to Sky Q, so I went to the time and effort of running Ethernet cables through my house. 

I'm disappointed to say that even after cabling everything the connection keeps dropping. It seems the problem is with the Internet connection on the main Q box. On the settings screen the "connected to Internet" tick changes to a cross for anything from a few seconds to a few minutes. At this point the mini boxes drop connection. When the tick returns, the devices reconnect. Nothing else in my house drops connection. 

I really wish that I had stuck with my Sky HD and magic eye setup that I never had any issues with. 

I hope Sky are reading all of these messages and are actively investigating the problem. 

[markshiney]

i got the same problem but it happens if i turn my main tv onto standby, whether i use the Sky Remote or the TV remote. So my second tv i cant watch unless my main tv is on. When it happens i check the network settings on the main sky box and there is a X against network and then it just comes back to normal by itself almost immediately. 

[Scobo]

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@imh6778 wrote:

I was experiencing the same with constant drop outs shortly after switching to Sky Q, so I went to the time and effort of running Ethernet cables through my house. 

I'm disappointed to say that even after cabling everything the connection keeps dropping. It seems the problem is with the Internet connection on the main Q box. On the settings screen the "connected to Internet" tick changes to a cross for anything from a few seconds to a few minutes. At this point the mini boxes drop connection. When the tick returns, the devices reconnect. Nothing else in my house drops connection. 

I really wish that I had stuck with my Sky HD and magic eye setup that I never had any issues with. 

I hope Sky are reading all of these messages and are actively investigating the problem. 

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Might be worth trying your main on box on 5ghz if you haven't already. Switch off 2.4ghz.

My main box was the problem too when I had it on ethernet but switched to 5ghz and it's now rock solid. Mini is still on ethernet and also working perfectly.

[imh6778]

Thank you, I'll give that a go next. 

I've just tried switching WiFi off completely on all the boxes to see if that makes a difference.