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Discussion topic: Sky Max Hub and Sky Q disconnecting

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This message was authored by Stew123 This message was authored by: Stew123

Sky Max Hub and Sky Q disconnecting

"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.

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This message was authored by Greenfingers001 This message was authored by: Greenfingers001

Re: Sky Max Hub and Sky Q disconnecting

Posted by a Sky employee

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
Topic Author
This message was authored by Stew123 This message was authored by: Stew123

Re: Sky Max Hub and Sky Q disconnecting

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"...  😤 

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Sky Max Hub and Sky Q disconnecting

Posted by a Superuser, not a Sky employee. Find out more

@Stew123 wrote:

 

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

 


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)

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
This message was authored by BobforAlba This message was authored by: BobforAlba

Re: Sky Max Hub and Sky Q disconnecting

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

This message was authored by TimmyBGood This message was authored by: TimmyBGood

Re: Sky Max Hub and Sky Q disconnecting

Posted by a Superuser, not a Sky employee. Find out more

@BobforAlba wrote:

 

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

 


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.

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Sky Glass 55" (on ethernet) & two Stream Pucks (one ethernet / one WiFi)
BT Halo 3+ Ultrafast FTTP (500Mbs), BT Smart Hub 2
Stew123
Topic Author
This message was authored by Stew123 This message was authored by: Stew123

Re: Sky Max Hub and Sky Q disconnecting

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
Topic Author
This message was authored by Stew123 This message was authored by: Stew123

Re: Sky Max Hub and Sky Q disconnecting

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 😢 

This message was authored by BobforAlba This message was authored by: BobforAlba

Re: Sky Max Hub and Sky Q disconnecting

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.

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