Sky Q boxes keep disconnecting from Sky Max Hub

[DaveJohnston]

I've been a sky q customer for years, with a main box and 3 mini boxes.  Everything worked fine, until I upgraded to gigabit fibre and received a new sky max hub.

Since switching over the Sky Q boxes continually disconnect the TV service is effectively unusable.

I've read on these forums that Sky Max shouldn't be sold to sky q customers, and the hardware is effectively incompatable.    Is this true?

I've also read work arounds, like connecting the main box to the router as a 3rd party, and then reconnecting the minis.

This works for the inital connection, and then fails pretty quickly after.

Does anyone know if its possible to cancel a new contract like this, and have Sky send the old hardware back to me?    If sky's hardware is no longer compatable, I'm starting to think it might be time to move away from Sky altogether.

[jamesn123]

Hi @DaveJohnston 

The things you read would have been stating that the Sky Max hub isnt compatible with the Sky Q mesh system so you lose that capability when you upgrade to Max. As for the Max hub being generally compatible with Sky Q, it is and your Q boxes should stay connected. It might be ideal if you had a Sky WiFI engineer visit your address to take a look at whats going on. I can escalate your post to chat with Sky if you wish.

[Zico]

Since upgrading to Full Fibre 150 on a new Sky Max Hub, I am constantly (and I mean constantly) seeing the connection between the Sky Q box drop out. I turn everything off and then on again and it drops out within minutes. Resetting the connection doesn't help either. It drops out again and again making it impossible to watch any apps. Absolutely infuriating.

The Q box and router are within direct line of sight around 12 feet apart.  I've updated the software (Q300.000.06.00L (5yzv4ns) and the hardware version is 32B12D. Please help!!!

[DaveJohnston]

Any idea how I can get an engineer organised to visit?    

[DaveJohnston]

Just to update on this.

I have managed to keep things reasonably stable with my main SkyQ box + two sky q mini boxes.

If I turn on the 3rd Sky Q Mini box it all falls apart.    I tested by leaving everything alone for a week - everything was ok.  Then I turned on the 3rd mini box again, and once again everything fails - the boxes disconnect.    

Not sure if the particular issue I am seeing is a limitation with the number of sky q mini boxes that are allowed, or if there is an issue with my sky q mini box.