Only certain devices connect

[Flat+Top+David]

After 3 years of working, my system has partially failed. I can connect to the internet via the Sky Hub using my iphone iPad and laptop, but Sky Q and my LG TV refuse to connect. Tried multiple times, resetting the hub and using the WPS button.  The phone and laptops are also dropping out occasionally.  The Sky part of the system is 1 hub, 2 mini boxes  ( not currently connected to TVs), one booster using WiFi and one booster connected by Cat5 in my garage.  Any suggestions?

Many thanks 

David

[JimM1]

@Flat+Top+David What sky hub are you using, and which sky boosters!

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub

https://www.sky.com/help/articles/sky-wifi-booster-what-do-you-need-help-with

[Flat+Top+David]

Sky Broadband Hub and SE210 boosters.

[Flat+Top+David]

I have an idea of what may have caused the issue.  I moved an HP printer to a different room.  The printer has a 'WiFi Direct' capability. Could that have caused some of my devices to lose internet connectivity? If that was the initial cause, deactivating WiFi Direct and even leaving the printer off as not fixed the problem.  My laptops and iPhones are connecting to the internet 60% of the time, but SkyQ and my LG TV have not connected since the issue first appeared. 

[JimM1]

@Flat+Top+David Would not think so, you should be looking at the SE210 boosters to see that they are working as you expect!

Easy check when off area covered will drop, when up see that you can connect and get on the Internet, Even though you think that you can see it, you have to be sure that they are passing data across the network. Easy way use the service checker go to the wifi and all the devices will be listed, your hub and both off the SE210's all the serial numbers should be visable!

[Flat+Top+David]

Hi Jim,

It shows both boosters with green tick but no devices connected to them. 
The Hub has a green tick and three devices connected.

It doesn't show the two mini boxes or what may or may not be connected to them (I have multi room in my package but for reasons I won't go into, they do not currently have TVs connected). 
When my laptop manages to connect, I can ping the Hub which shows 2.4 and 5Ghz in use and a total of 16 connected devices (maximum) including 6 'UNKNOWN'. I sssume the mini boxes are amongst them.  It's quite interesting because each time I refresh, the number of connected devices is fluctuating. 

[JimM1]

@Flat+Top+David The refresh and the unknown's is just a quirk off the hub, but the mac address shown is what you need, write down the two mac's for the SE210's find them on the list first. Everything has a mac series of double digit's 12:34:56 etc that is what you need for the unknown's when the name is not resolved by the hub!

I no longer have my SR203 with the SE210 connected so cannot look to see specific's that you need. Also have no screen captures as everything was irrelevant as all working as expected.

[Flat+Top+David]

I can see the MAC addresses of the SE210s as they come up with the name Sky Booster 4.  

Amongst the unknows must be the mini boxes and some of my SONOS system.

I'm not sure what my next step needs to be?  I can get a Sky Engineer here in two days if that's my only option.

Thanks

David 

[Flat+Top+David]

Hi Jim,

The issue seems to have fixed itself overnight.

I can see what was wrong (although not what caused it).

The Sky Q box and two mini boxes are now listed as 'SKY+HD' when I ping the router and the list is three devices bigger.

So my devices that were connecting via the Hub or Boosters were working but anything that was connecting via the SkyQ or mini boxes  were not.  They had WiFi but no internet as they were not connecting all the way through to the hub.

The mystery is what would cause that? 

I have a Sky Engineer booked for tomorrow and the terms say I may be charged £25 if I cancel within 24 hours or there's nothing wrong. I think I'll leave the booking for now (in case it fails again) but cancel later in the day.  I hope I can argue the £25 away as a Platinum VIP with 35 years!

Thanks

David

[JimM1]

@Flat+Top+David Yip don't you just love it when strange things happen, and you sure are well on the track to getting it all back, i would just let the sky engineer if that is who is going to be appearing, he/she may just throw some light on the matter. 

I would be looking on the sky hub log to see if it did any updates or switch off's, you can spot that straight away as right at the start date is back to 1970 until it gets the time sync from the server!

[JimM1]

@Flat+Top+David Hope your LG TV is up and connected also, wireless wi-fi can just be oops at times, and TV's are just not good all off the time when wireless connected, have the same on mine, got a Samsung that when struggles to get wi-fi it's a non player!

All sorted with that as wife had the furniture move about as they do, so Asus AI connected router had to move from hall to the dinning room new camp position for her, next to the TV now so no more wireless issues on it! 

[Flat+Top+David]

Everything reconnected except for the LG TV which needed the Hubs password again.  It's good now.

I haven't tested the Sonos devises, but Sonos has appalling reliability ever since they moved to a cloud based architecture last year.  Speakers dropping on and off all time.  But that's anopther story...

[JimM1]

@Flat+Top+David Got that, just glad i stayed with Bose, they don't mess about so much with there gear!

[Jojo90]

Please tell me how to book an engineer visit I keep getting pushed to websites for help and fail to get to speak to anyone . I'm struggling to connect LG tv to wifi . 

[Flat+Top+David]

Just phone and each time the prompt tries to send you to the app or website say No.  keep declining the online options until you get to speak to a human.