Sky Max Hub and Sky Q disconnecting

[Stew123]

"Upgraded" to Sky Max and have multiple issues. Firstly I was not told that Sky Q boosters are not compatible with Max Hub so I have limited WiFi range that stops Sky Mini from connecting. I seem to have a new SSID network for 5ghz different from the SSID for the Max Hub, and now the Q box keeps losing connection to Router (it's 5 metres away) needing a reset and WPS connect.  Seems like Sky Max is just trouble . Any suggestions welcome.

[Greenfingers001]

Hi there @Stew123 , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Stew123]

Engineering coming out now so I've got 6 more days of very occasional use of Sky Mini, occasional access to Apps and dubious WiFi coverage, when previously all worked well before a Sky Max "upgrade"...  😤 

[TimmyBGood]

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@Stew123 wrote:

I was not told that Sky Q boosters are not compatible with Max Hub

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For context, Q television is now a decade past its design period and was the last independent Sky Group product: Max was released in 2023 as a Comcast design after the 2018 takeover.

While the Q Hub (2016) and Sky Broadband Hub (2019) models incorporate the proprietary 'Q Mesh' technology licenced by Sky from AirTies, the Max Hub does not, presumably because Comcast/Sky sees the Max software stack and its associated cloud services as outliving Q television itself (which is likely to cease before the end of this decade due to the finite lifespan of the current broadcast satellites)

[BobforAlba]

Hi, I have been having the same issues since "upgrading" to the Sky Max Hub two weeks ago. I have had one engineer site visit (he stated openly it was an incompatibility issue between Sky Max Hub and Sky Q) and I have spoken to various Sky technicians on the telephone (total of over 5 hours of calls over last weekend).

Despite all of the tweaks the problem persists and we lost the mini box connection half an hour ago. Help, as I appear to be getting nowhere with Sky customer service or telephone technicians.

George

[TimmyBGood]

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@BobforAlba wrote:

he stated openly it was an incompatibility issue between Sky Max Hub and Sky Q

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See my post above: 'compatibility' in the sense of the previous 'Q mesh' technology isn't intended.

Where a Max Hub is in place, Sky should be addressing Q Mini box connectivity issues in the same way as they do for any address where Sky isn't the ISP.

[Stew123]

Had engineer arrive today - Engineer was "Sky Q" and not Broadband so my issues with WiFi coverage are now awaiting another engineer.

with regards Sky Q keeping connections to Sky Max Hub he advised that engineers have been told to connect Sky Q to router using the "third party equipment" method rather than WPS as WPS won't work properly . So choose 3rd Party in Sky Q Network reset menu and enter SSID and password of Router... 

Mine has remained connected

for past 5 hours which is longer than any in past 2 weeks 🤞

[Stew123]

BTW. After Sky Q connected to Router had to repeat connection for Sky Mini (using WPS)  and had to wait and wait. 
Sky Mini (and Sky Q and Sky Q Boosters) will no longer act as WiFi extenders as they're not compatible with Sky Max.

Briadband engineer is now booked and will hopefully bring Sky Max Pods however I'll now have to keep BOTH Sky Q Boosters AND Max Pods : hope I have enough power sockets 😢 

[BobforAlba]

I was on the phone again last night to another technician at Sky. He as well aware of the connectivity issues between the max hub and Sky Q and acknowledged it is a well known issue. Help walked me through some additional changes (additional to what his colleagues made over the weekend) to the hub and Sky Q setup, including a change to the security setup to mimic the settings on the previous (non Max hub) settings.

we then connected the mini boxes by the method you described below. So far so good. 

I have spent hours and hours on the phone to Sky over the last two weeks with various "fixes" suggested and implemented. To date none have been a permanent fix. Hopefully this one will.

[DaveJohnston]

I have had this exact same issue.  SkyQ for years in this house, while I've had the odd blip, generally works fine.

As soon as I upgraded to giga fibre with the new hub, the SkyQ boxes continually disconnect from the network, its unusable.   Sky are hard to get hold of.

[BobforAlba]

After many many hours on the phone with Sky trying different "fixes" the outcome for me was a switch of Broadband provider from Sky, hardwire the main Q Box to the router, and remove all the mini boxes as they simply didn't maintain a connection to the main box.

Sky know that Sky Q is incompatible with the Sky Max Hub and they have no solution.

[hairysporran]

I've had daily disconnects for months with the Q box but last week the engineer turned off the 5G link in the Q box and used only the 2.4G link.

Hasn't failed since. Could it be the q box fails to negotiate properly at 5G?