Sky Max Hub won’t stay connected to Sky Q Box

[Karyn1975]

I've upgraded the Broadband router and got a new Sky Max Hub. It's working perfectly and the speed is great but it won't stay connected to my Sky Q box or the Mini boxes. It asks to reconnect literally every 5 mins / I must have done it 50 times over the past 2 days. I was on hold with SKY for 2 hours tonight and then at 9pm they just cut me off! Can anyone tell me what to do?? It's driving me insane.

[JimM1]

@Karyn1975 Have you checked the sky Max and had a look at the wpa mode it currently is at, if still running at WPA3-T drop it back to WPA2-PSK via your app! See how that goes. Not sure how the sky Q wireless is set up but if possible just use 2.4Ghz band, the 5Ghz is possibly way up the frequency range and Q will not like that!

[Karyn1975]

Thanks @JimM1 I checked and it was already on WPA2 - not sure how to check the frequency tho - can't see it on the MySky app settings anywhere do you know how I do that? 

[Chrisee]

@Karyn1975 it is confusing but the issue is down to a difference between how Q boxes connect to the older black Sky hubs which are fully compatable with Sky Q tv boxes and the new white hub is only partially compatable. 

With your new hub you can only directly connecting the main Q box to the hub which is be st done by using the "non-Sky" method of entering the password not by using wps. Your Sky Q minis cannot be connected directly to the hub these should be connected to the main Q box using WPS. The other change is thst your Q boxes no longer can be used as wifi hotspots for your other devices. 

If uou continue to have issues talk to Sky as they should arrange for an engineer to come out to sort this for you. 

[JimM1 · Accepted solution]

@Karyn1975 That is something that you may not be able to see within the app, follow the advice that @Chrisee supplied regarding the Sky Q setup to the sky Max hub, then your mini connected to your Q box. 

If you still have a problem sky are best to sort it out for you, the issue is now all about where each device is in relationship to each other since you went to the Max configuration! Some off the linked infor below may just help!

sky connecting devices
https://www.sky.com/help/articles/connect-devices-to-broadband-start

Sky Max change settings link.
https://www.sky.com/help/articles/change-wifi-max-hub-settings-a

All for sky Q information etc
https://helpforum.sky.com/t5/Sky-Q/Switching-from-SKY-SKY-HD-to-SKY-Q-some-points-to-note/td-p/44700...
https://www.sky.com/help/articles/turn-off-sky-q-wifi-hotspots