Connection Issues with Sky Q

[JohnnieNo5]

We had problems a few months ago where both the main Sky Q box and the mini would lose connection from the router and each other. Phoned Sky and after several (frustrating) conversations was recommended to get a Sky booster. Connected it and all seemed fine. However over the last few days, once again both boxes have started losing connection. I can reset connection on the main box and it will stay for a few minutes and then drop again. Nothing has changed regarding set up or the Broadband (which isn't Sky broadband) so don't understand whats going on?!

[JimM1]

@JohnnieNo5 Why would sky advise you to get a sky booster, if you do not have sky broadband router.

They go hand in hand with each other. Who is your isp and which router do you have? Booster from sky would have been the skyQ booster, are all the 3 led's lit on it?

Link below to help

Sky WiFi extenders | Sky Help | Sky.com

[JohnnieNo5]

Its a SkyQ booster yes. I have been noticing the 3 lights are not on all the time. But I don't know if this is normal as I haven't had a reason to check them before

[JimM1]

@JohnnieNo5 Use the link i sent you, it helps point the way, but simple when all the 3 lights are on then the booster is working correctly, if not on or flashing etc you have a problem.

When you set it up did you just pair them both with the wps function of each?

[JohnnieNo5]

Yes both were set up with wps buttons. Tried resetting the booster today and pairing again but no luck

[JimM1]

@JohnnieNo5 When you say no luck, do you mean that the Booster would not pair with the other router,

and if you could what router do you have, as you said you are not with sky for broadband.

Always better to try when pairing to have the booster within a couple of feet of the router so you know.

If not pairing give description of what is happening with regards to booster led's etc.

Jim

[JohnnieNo5]

We have Vodafone broadband. Yes the router is next to the booster. 

There are 2 lights on the booster, the middle 'connected' light is not on

[JimM1]

@JohnnieNo5 So when you press the WPS on the router from vodafone think it would possibly have an led. Wait say 10 sec's then press the wps on the Booster it will have an led, They try to pair and if succesfull i would expect the Middle light on booster to go active. Try this and i will watch for your post back.

[JimM1]

From the text help part 2

Booster not connected?

The WPS button light might go solid amber or flash red if its struggling to connect or not getting a signal from your hub.

• Check the power, internet and wireless lights on your hub are all green or white depending on which hub you have - it means it's getting a signal. If not, go to
• Try moving you booster closer to your hub then try connecting again.

If that still doesn't work, reset your booster:

1. Hold RESET on the back of your booster for 10 seconds or until the power light flashes.
2. Wait until the power and wireless lights turn green, then try connecting again.

[JimM1]

And part 1

Connect your booster

1. Plug the blue end of the power cable into the blue port on the back of your booster. Then plug into the mains and switch on.
2. Wait until the power and wireless lights turn green.
3. Hold the WPS button on your booster for 3 seconds until it flashes amber. Then hold the WPS button on the front of your hub for 3 seconds until it flashes amber - You'll need to do it within 2 minutes.
4. After a few minutes, the connected light will turn green. You're all set up.

Tip: Need to move your booster after you've connected, don't worry it will automatically reconnect when its moved as long as its within range of your hub.

[JimM1]

@JohnnieNo5 If all of this does not work, then you will have to look at this link connecting Q to non sky broadband steps, I have not had Q now for such a long time.

Connecting your Sky Q box to a non-Sky broadband router | Sky Help | Sky.com

[JohnnieNo5]

@JimM1I've tried all the options on the help guide, parts 1 and 2 you suggested. Now attempting the full restart of Sky box and broadband. If this fails I'm guessing another call to Sky will be required

[JimM1]

@JohnnieNo5 Problem is 1. is the router ok, 2. has the booster failed. 3. You have gone through all the steps when you talk to sky.

Booster hardware is pretty good, but it can fail, and it can also be a pain to pair to devices.

Do you know if your router has had a FW upgrade recently, there is a posibility that the booster from sky

may have, they are rolling out new FW currently, i am not at home at present but do have a later model booster so when there later today, will have quick look to see if i have had and updates.

Will keep you posted, if your Main sky Q box is near your router from vodafone, Ethernet wired connection

is always the best, just so you know. Later jim.

[JohnnieNo5]

@JimM1  So the full restart of Sky Q main box and Router has done the trick, for now. Fingers crossed it stays connected 🤞

[JimM1]

@JohnnieNo5 And you booster has now got all three led's lit? If so you got it, well done...