Sky Q won't connect to new full fibre router

[CraigM2]

I've had a multitude of problems with my Sky setup now for 3 months (previously all was fine). My Sky Q and Sky mine box were both malfunctioning (running slow, numerous errors, etc.) and were completely unwatchable. 

I called Sky and after 2 hours on the phone doing numerous tests, reboots, reset, hard drive refreshes, etc. I was eventually sent new boxes. I had similar issues with them and they decided the issue must be with my broadband. They advised me that I was eligible for full fibre and an open reach engineer installed it on Monday.

Since then, the connection to my Sky boxes has been, quite frankly, horrific. It drops out constantly. I've spent numerous hours running around between the Sky boxes and router to reconnect everything, only for the connection to drop again.

Quite frankly, I'm at the end of my tether now. I pay over £100 a month for shocking equipment and service and am now and the verge of calling them and cancelling my contract.

Has anybody else had similar issues and, if so, how did you resolve it? Any help would be gratefully received before all my equipment gets lobbed out of the window 🤦

[Chrisee]

@CraigM2 if you have the white Sky Max hub as partvof your install that is not compatable with your Sky Q boxes unlike the older black hubs. In this case only thst main Sky Q box can be connected to the hub and thst connection only uses the 2.4GHz band. Any Q mini boxes have to connect to a closed 5GHz signal generated by the Main Q box - you will see that as a second Sky SSID on your devices but wont be able to connect to it. Therefore the instruction is to network the main Q box then connect any old boosters and Q minis by wps to the main box. 

Depending on the layout of your home if the main Q box is further from the Q mini than the hub you can hit issues with range. Sky seem oddly reluctant to explain this to customers odd that.

[CraigM2]

Hi @Chrisee. Many thanks for taking the time to reply, it's much appreciated. The info you've provided is really useful. I find it pretty mind blowing that Sky provide a router which isn't completely compatible with their own TV equipment! I've called them today and they ran through a few checks but couldn't resolve the issue. They've booked an engineer to come out next week.

Many thanks again for your help 👍

[Chrisee]

@CraigM2 there are good reasons for the decision. Sky Q was developed rougly 10 years ago which is an age in networking tcchnology and used a proprietary mesh networking system which is no longer supported. Sky Q is now a legacy producer nearing the eind of its life as satellite broadcasting in the UK is likely to stop within 5years. The new hubs use a much more modern technology developed by Sky's US owners Comcast mainly for use with Q's replacenent Stream. In my opinion Sky should warn Sky Q customers of the issue before they buy.