Sky Q and mini constantly loses connectivity

[Scobo]

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@heatherberry2015 wrote:

Yep was installed on 5ghz and 2.4ghz is off, internet is fine as i switched to my firestick to watch Netflix and had no interruption, even when going down each time to check the main box all 4 ticks were there and when i go back up to the mini box the connection would come back but only for 40 mins.

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Is it possible for you to connect the mini box directly to the Sky hub with an ethernet cable ?

[Quoman7]

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@Scobo wrote:

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@heatherberry2015 wrote:

Yep was installed on 5ghz and 2.4ghz is off, internet is fine as i switched to my firestick to watch Netflix and had no interruption, even when going down each time to check the main box all 4 ticks were there and when i go back up to the mini box the connection would come back but only for 40 mins.

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Is it possible for you to connect the mini box directly to the Sky hub with an ethernet cable ?

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Hi @Scobo  Yes you can connect a SKYQ mini box to the router with an ethernet lead, or even to the main SKYQ box!

[Scobo]

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@Quoman7 wrote:

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@Scobo wrote:

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@heatherberry2015 wrote:

Yep was installed on 5ghz and 2.4ghz is off, internet is fine as i switched to my firestick to watch Netflix and had no interruption, even when going down each time to check the main box all 4 ticks were there and when i go back up to the mini box the connection would come back but only for 40 mins.

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Is it possible for you to connect the mini box directly to the Sky hub with an ethernet cable ?

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Hi @Scobo  Yes you can connect a SKYQ mini box to the router with an ethernet lead, or even to the main SKYQ box!

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Yeah I know that, mine is connected by eithernet to the hub.

I was asking heatherberry if she has the option to try this.

[heatherberry2015]

Thats not an option and surely also defeats the point of a wireless box. 

Im going to call to switch back to sky plus, reading these forums shows me there are so many issues with sky q i'd be better reverting to what i was on atleast that worked, thank god i didn't cut the aerials yesterday.

[LGW100]

@heatherberry2015    Interestingly or maybe not.... I had no issues at all with my sky q setup for 3 years, running a main q box and one mini over ethernet... everything worked as expected no issues/no loss of connection or anything that would detract from the overall service.  However, as per my other threads on here, my mini q connection issues only started when I upgraded to the UHD box and to the SR203 router at the beginning of the year.

[heatherberry2015]

Main Q is downstairs and mini box upstairs im not willing to run an eternet through the floors when the previous box from dish via aerail was less messy and had no issues, im so dissapointed that its ended up like this especially with the saving on the offer i have but no use saving money if you cant even get 2 thirds of the product your paying for.  My second mini box also doesn't work this has picture but no sound, tried new HDMI swapped the mini boxes over but get nothing out of one TV. not a good start to my Q journey, and will take ages for an engineer to come out to restore me back to sky plus as its non essential engineering 😞

[Scobo]

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@heatherberry2015 wrote:

Yep was installed on 5ghz and 2.4ghz is off, 

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Did you also trying changing the 5Ghz channel width to 40Mhz/36 from the hidden menu on both boxes ?

That's what made the difference with our mini box. Nothing else I tried worked.

[heatherberry2015]

Just spoken to the fabulous George at help and he fixed both issues:

issue 1 the mini box with no sound changed the frequencies to have 2.4 & 5Ghz visible 

issue 2 the mini box losing  connection we have adjusted the standby mode from eco to active 

Fingers crossed everything will be resolved have an engineer on standby tomorrow if the 2nd mini box still plays up tonight 

[Blyksy]

I have consistently followed troubleshooting, resetting yet both mini Q, they simply will not reconnect.  We have even upgraded our broadband, which made no difference.  Every other device in every room works, has always worked and has great connectivity except these Sky Q mini boxes.  Will call Sky as suggested by other forum member.  Such a shame this is happening as it really detracts from the full Sky experience and left us regretting Sky multi room upgrade.  Been with Sky for years, never had problems like this until we got SkyQ multi room with mini box.

[Rhonny]

@Blyksy

Given the time you wrote, is this happening in the early hours? If so, you need to ensure none of your boxes are set to Eco in their standby settings. Eco puts your boxes into a deep sleep between 2am-6am which prevents the minis connecting. Change the Standby settings on each box to None or Active. 

[Blyksy]

Ahh @Rhonny  yes I do often watch TV in the early hours but only downstairs.  Good spot!  I'd love to say that's the issue, however i have been trying to watch & reconnect mini boxes during the day.  Thankfully the main sky Q box is downstairs and does work.  I've wasted hours regularly trying to reset one or both of the minis upstairs, often successfully.  I like to fix things myself if I can,  now both sky mini boxes won't connect.  It's been such a disappointing upgrade, I will pick up with Sky today as suggested by other community members.  Always had a good experience with Sky until Sky mini box multi screen upgrade.

[Rhonny]

@Blyksy

You should get Sky back. Your minis get their signal from the main box rather than your wifi, so maybe your minis are just too far from the main box. If so, Sky can install a Sky Q booster between the boxes. 

[steve+ov]

I'm in exactly the same position, expressing the same regret about 'upgrading'. I'm keeping photographs every time and writing to sky daily now.

'Complaint 24 - Thursday 25.3.21

I wrote too soon. The mini boxes are back to broken same as before. Most of the time I manage to get pictures but not always. Sometimes I am doing something interesting and I don’t have my phone handy; sometimes the error message flashes up too quickly to capture it.

I shouldn’t have to have my phone handy for when I can’t watch what I’m paying for, so that I have evidence. These are some but not all of the failures this day.

0450 ‘no signal from input’.

1320 While watching a film, screen froze.

1411 Network connexion dropped. Can’t watch television.

1418 Trying to watch a news channel, screen froze then black screen with nothing. Engineer rebooked. Eleven days broken now.

1424 Blue screen, ‘is this the first time you’ve seen this error message recently?’ Ha ha. Not quite, its daily.

1424 ‘There has been a problem activating your mini box’. Spend the rest of the afternoon pressing buttons for us.

1438 Screen froze. ‘you can't watch TV at the moment, as there is a connectivity problem’. Twenty minutes for it to resume.

1728 Amazon Prime ‘something went wrong’ ten minutes watching frozen screen with white circle.

1902 Amazon Prime ‘something went wrong’.

1912 Amazon Prime ‘something went wrong’.

2037 ‘there has been a problem finding your sky Q box on the network’. Press more buttons.'

Engineer coming today between now and 1700 - another day wasted.

[Blyksy]

So disappointing for you too @steve+ov   Good idea to take the photos to record the issues for the engineer.  Really hope it gets fixed for you.

[Blyksy]

Hi @Rhonny @thanks so much.  Yes have to say I think you're right.  It may well be time for the Sky professionals to sort out, much as I would have loved to fix it.