Sky Q and mini constantly loses connectivity

[niashaisaisa]

I could have written this myself, I am having the same problems, literally everyday. Computers, moblies etc works fine but these sky q boxes (1 main box and 2 minii boxes) are an utter pain. I am sitting here watching  a football match and the picture has been frozen for 5 mins. , network proximity error mr209. I have read and tried all the remedies. Tomorrow, it will be something else. How many times I have had to reset the main box, the 2 mini boxes,  I have lost count. I am just fed up with sky and feel like cancelling the agreement.

[LGW100]

After more than 3 months, I now have what has been a stable mini box connection for over a week, which is a miracle given the frequent and multiple problems that were being seen on a daily basis.

It's resulted in a bit of a mixed setup, but it works....  which is the main thing.

This was the setup, where everything worked fine with no issue, and wifi was enabled on router and q boxes.

Router - switch - mini box

                  switch - powerline adapter.  - powerline adapter - main q box.

I then started having daily connection issues post upgrade to the sky uhd box and what I now have is the following setup, which has resulted in getting a stable mini q connection. 

Router - switch - mini box

                Sky booster - main q box.

The above setup with the mini cabled via cat 5 as it always was, along with the main q box connected via wifi to the booster, which in turn is connected to the router, has now given me back a stable mini q connection.  

Don't know if this is going to help anyone else, but I am in full agreement with all others here around the fact that sky, via hardware or software have introduced instability and connectivity issues between their hardware and in my instance, the above very specific setup is the only configuration that works for me.

[Scobo]

@This message was authored by:

@LGW100 that's exactly the setup that works for me too.

Although I'm now having the sound and frame dropping issue on both boxes due to firmware Q150.😤

There's another huge thread about this.

[LGW100]

Hi @Scobo 

When you say sound drop out issues, is this a very brief intermittent drop in sound, i.e, sub second/a second, if we were trying to measure it ?

If so, I have had this on the main Q box ever since I updated to the Sky Q UHD box in January, which was on version 140.  I was made aware by Sky that the 150 update was avaialble and on checking yesterday I saw that my main and mini box had downloaded the 150 update, so I updated yesterday.  

What makes me laugh is that there are hundreds, well, I say hundreds....  lots of people on here who are suffering connection issues, and probably lots of other customers who are suffering in silence and yet there seems to either be a lack of acknowledgement or desire to fix these obviously widespread connectivity/sound issues.... yet in the latest update, they can move the voice activation bar from the bottom to the top of the screen.....  maybe there was some end user visual reason to move, but there doesnt seem to be a lot of concentration on the real issues.....  unless someone can tell me otherwise.  

I dont see many threads complaining about voice activation or the placement of the bar when using it, but maybe there are and I just dont see that voice activation or the placement of its bar as important, particularly when the basics such as connectivity and sound are issues.

[Scobo]

Yes, it's only for about a second and I've had it with sound on the main box for years but since updating to q150, we now also get picture freeze for the same amount of time on both boxes.

Previously, the mini didn't have either issue and was flawless.

I'd advise not updating to q150 for now.

Thread about this here ...... https://helpforum.sky.com/t5/Sky-Q/HDR-v3-box-not-fit-for-purpose-sound-cutting-out/td-p/3564139/pag...

[Rhonny]

@niashaisaisa

Your mini box sounds like it's just not getting the signal from the main box because it's slightly too far away.

Call Sky and ask for a Sky Q booster, which you place half way between the main and the mini box, and it will boost the signal to the mini, and end the proximity errors. 

[LGW100]

@Scobo

Too late re: upgrade to 150, I was hoping that there was going to be some connectivity/stability improvements...   

Out of interest, what powerline adapters are you using ?

[Scobo]

The wiring in our house is pretty old and I was having issues with powerline adapters so fitted a direct ethernet link from the hub to the mini box. 

The connection is now very stable but like I say, now have the frame drops on the mini too since updating to q150. 😖

I've registered for beta testing of q160 on the other thread in the hope they might have fixed that issue now.

[Ildiko77]

This sounds very similar to mine. Just had sky Q installed, Ethernet back to router from main box. The mini was installed with a booster, of which I was baffled as my old secondary sky + had only the sky WiFi add on box to it and it never failed. The booster is 3m away from router and the SkyQ is approach 4m away from the booster, yet the booster drops connection repeatedly and apparently whatever I do following sky's 'help' info, only come back on when it wants to! Calling them today! Haven't had it a week and have only been able to use for a few hrs! So far sky +: 1, SkyQ: 0

[Rhonny]

@Ildiko77

Are all the green lights on the booster? And are you certain the mini box is actually connected to the booster? Did you press the WPS on the booster when setting up your mini box..? 

[heatherberry2015]

Connectivity issues reared their ugly head again this week waiting to speak to sky now as none of the work arounds previously done have helped me this time

[Birchsim]

I had been having the same issues for over a year with both my Sky Minis regularly freezing or losing connection. Last week I finally got fed up enough to speak with Sky over the phone. For nearly 90 minutes we went through reconnecting each box etc. That didn't work so the advisor asked me to upload pictures of my Sky boxes and their environment. One of my Sky Minis was sitting on top of an old metal video recorder. The advisor said any glass and or metal near the Sky minis or Q box can cause havoc. I have removed the video recorder the Sky mini was resting on and am pleased to say nothing has frozen since. Up until now I probably switched off everything, restarted wifi router like 1000s of times 😳

[Ildiko77]

Sorry late reply.. I used TP Link power line adapater. Further more, no issues since putting these in, works a treat far better that the sky booster, of which is back in its box.

[pmarshal]

I am now getting this issue after about a year of no problems. Every day one of the mini boxes, and occasionally the main box itself, will say they have no network connectivity. After hours of playing around the only solution each time is to power off/on the main sky q box. The mini  boxes then recover. I am on a BT Halo fibre connection and everything else works fine during the problems, FireStick, Apple TV, laptops, iPads etc... so definitely seems to be Sky related. The main box connects over Wifi and there is a Sky booster already in play. Could this be a Sky Q main box failure starting?

[Jennifers2324]

Once again my main skyQ box has lost connectivity. This happened Thursday and Friday, and it  happened last night as well around 11.30pm and now again at just before 9am! It happens every time I change a channel. I am frightened to change channels now. I then get the "there is a technical fault" sign. This then happens on every single channel and the only way to beat it is to reboot. This is becoming such a pain that I am seriously thinking of moving from Sky. After all, I am paying a lot of money for this so called state of the art service! I don't really see why the only way is a complete reboot every time. A re-set has only worked once so far! The set-up we had worked very well until last year, then one of the mini boxes would fail and reboots became necessary. Now this is becoming a regular "thing". Is this a case of needing a new main box and mini skyq boxes?