Sky Q and mini constantly loses connectivity

[leaving-5ky]

Hi, been nothing but trouble since 30 minutes after engineer left the house on Day 1 of installation. I am now on month 17 of the 18 month contract. Yesterday I rang and gave my 31 days notice to cancel it.  Reason given : "Don't use it much as have problems with it" 

Hate of to the cancellation process. I thought I would be hanging on the phone for ages to get through and had to go through the usual sales tactics of them trying to retain my custom or offer me a deal. 

I got immediate confirmation via email that my Sky subscription will be cancelled.  

Am now looking at getting the 4K Freesat box. Unfortuantely, the SKY engineer cut all the cables to the previous 4-port LNB before installing the 2-port SKY-Q Wide LNB.  I will have to get someone to come and install a new wide-multi-port LNB as it is too high for my ladder skills.  Will then get another freesat box in the other room.

[LACP]

@scotttay I have the same problem... every night around 3am I never have sky in the mini boxes... our wifi is fine. The internet provider has said that the sky mini boxes are terrible over WiFi and recommended we try a power line Ethernet connection rather than WiFi. I have ordered a TP link and will try it! It's so so annoying! 

[Rhonny]

@LACP

No need for any of that equipment. Your boxes are set to Eco in the standby settings, which puts them into a deep sleep between 2am-6am. Just change them all to None or Active, and the issue will be solved.

If it was a wifi issue, you'd never have access to mini boxes. 

[P-Tnov]

All of a sudden I'm having serious issues with my mini box connection.

Then today I noticed the Main Q Box lost connection for no reason. Interesting but no big deal, went to settings and all fine.

When I went to the mini tonight, big problems. Just spent 1 whole hour at it running up and down stairs, resetting and all that.

What I've noticed is that when I press the WPS button on Qbox to connect to mini at step 2, straight away it loses its own WiFi connection so I'm stuck in a loop... This is a new one to me, any ideas? 

[navigator44]

On the issue of broadband provider ad Sky Q. Most broadband services work well with a Sky Q box. I using UW fttc for 3 years and had no problems. The house router is the other side of the house. I use TPlink ethernet extenders and no issues. 

[Chris4824]

I've been following this thread with interest as I've experienced similar problems.  Following the helpful advice from various posters, I invested in a TP Link mesh system, so my Sky Q 2TB box and two Sky Minis are now all hard wired.  I turned off all WiFi on the main box as it's redundant. All was well until about two weeks ago when the stuttering, freezing and loss of connection issues returned - hard to believe with a hard wired system! Mysteriously, when I checked, both the 2.4 and 5ghz signals had turned themselves back on, as had the eco standby mode. So it would appear a recent update has put my preferred settings back to the defaults. I've switched these all off again in case a WiFi signal was fighting with my ethernet connection but I'm still getting the hiccups on both Sky minis.  This suggests the problem is with the main Sky Q box - and yes, I've done all possible resets on it too. I can only conclude that the software or firmware is somehow flawed... so any further suggestions would be gratefully received. Incidentally, my ISP is Sky so I have their router too.

[Gino+Maio]

Scroll to settings press 001 then ok 

turn off 2.5hz to off and then save do this on both sets 

[scotttay]

I started this thread.. i tried every fix possible and nothing worked..  i was paying over £100 per month for intermittent service, i have moved providers and the issue is fixed, shame sky dont claim and work on the issue

[Chris4824]

@Gino+Maio Thanks for the tip. I've now turned off the WiFi on both mini boxes so everything is purely hard wired with no scope for any extraneous WiFi interference. Watch this space!

[Gino+Maio]

I tried that still did it but atleast you know now

[niashaisaisa]

II have a main box and 2 mini boxes. i have had constant problems going back 3 years. Numerous sky engineers have called and te promblem still persist.. Losing connection, Skipping, freezing etc. Despite having a booster fitted and following their recommendations I have gotten nowhere. I am paying a small fortune to sky for a disgusting product.

[Pottersapp]

I had this situation for months. Drive me mad. Drove 3 engineer visits mad. I had forgotten about how frustrating that period was.

I simply resolved intermittent freezing and connection dropouts to all my minis by doing the following.

Go into engineer settings

To do this scroll to settings ( do not select it)then press  001 and now press select.

Go to Network

Make sure 2.4GHz and 5 GHz are on but change your WiFi channel width to 40MHz/ch.36

It came down to interference from something that even the engineers couldn't find.

It resolved problem and 14 months on all OK and not 1 problem since.

Good luck.

[Chris4824]

Thanks for the tip which I'll certainly try. As I mentioned before,  I've turned WiFi off completely but it took me a while to realise that you have to do it on each individual box. But despite this, I still get the odd hiccup. I've also optimised my Deco mesh system on a regular basis because one of the engineers I've spoken to mentioned that the Sky system has compatibility issues with it. 

Fingers crossed!

[navigator44]

Thanks for the post update and useful hints. I have followed you guidance today [23 Jan] so now need to see how things go.

A couple of other ideas. The SKY master box shows that the mini Q's have the feature of broadcasting a  wi=fi boost. I have disabled them
Just set up  2 ereo devices, which are providing a much more stable wi-fi  network. However, the Master and 2 mini q are connected to the router via ethernet TP link power link devices. 

So hopefully we have two networks both of which are stable, so far.!!

[steve+ov]

It's been a while, so permit me to bring you up to date.

You will remember that back in March 2021, I was getting grumpy and petulant and demanding with Sky Q over its kit not working. I wrote a note to it and copied that to this forum. Several of you took the time to comment on my post – thank you.

I asked Sky Q really nicely for compensation. That was March 2021. I did not get a positive reply.

I did get missed appointments and telephone instructions which amounted to ‘turn it off and turn it on again’. That went on for about a month and in the end I outed Sky Q forever. The only part of the contract between me and Sky Q which worked was the day of installation and the day of outstallation.

Because I had nothing better to do while locked down I decided to do something about it.

I sued Sky for damages for breach of contract and consequential loss. Sky Q defended the claim saying that it was down to my internet connection – the fibre and wire connecting me to the exchange.

We had some discussions in which I pointed out that my internet my internet connection was absolutely fine: when I couldn’t watch Sky Q I watched Netflix on my iPad instead. It was, I was sure, the Sky Q boxes failing to maintain contact with the mother ship.

After further discussions I did not get £9,000, which is what I had claimed, but I did get £1,100. It took a while and it was technically interesting for me, but I ended up with something rather better than the original offer from Sky Q.

Sky Q says that Ofcom says a days lost tv is worth £8. It never offered me even the £25 for the missed appointments until I sued.

I have since dumped not only Sky Q as never-going-to-work, but also Sky HD. Gone to a Freesat box, with only 200 channels that I will never get to watch.

Give it a go. Shout louder.