WiFi / Sky Q connectivity issues

[HayAnn49]

Since having my new sky hub installed I have had nothing but connectivity issues on WiFi between my phone, Sky Q box and PS5 - all devices seem to constantly drop WiFi and need reconnecting.

Sky broadband techs came out said it was the Sky Q box. Sky Q techs then came out changed the Sky Q box (even thought they told me my Sky hub wasn't compatible) and I am still having the same issues.

Sky Q blame the broadband people...broadband people blame Sky Q box.

I'm currently reconnecting devices multiples times a day (sometimes multiple times in an hour!) 

Has anyone else had a similar issue that might be able to offer some pearls

of wisdom before I cancel my contract completely?

Thank You in advance ☺️

[Me134]

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@HayAnn49 wrote:

Since having my new sky hub installed I have had nothing but connectivity issues on WiFi between my phone, Sky Q box and PS5 - all devices seem to constantly drop WiFi and need reconnecting.

Sky broadband techs came out said it was the Sky Q box. Sky Q techs then came out changed the Sky Q box (even thought they told me my Sky hub wasn't compatible) and I am still having the same issues.

Sky Q blame the broadband people...broadband people blame Sky Q box.

I'm currently reconnecting devices multiples times a day (sometimes multiple times in an hour!) 

Has anyone else had a similar issue that might be able to offer some pearls

of wisdom before I cancel my contract completely?

Thank You in advance ☺️

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Firstly, unplug the hub for 10 minutes and then reboot, hopefully a channel rescan will find a less congested wifi channel.

Have a look at the following to see if they can resolve your problem easily if no success with the above, you can also use the MySky app. If not you may need to consider either the Sky WiFi Max add-on package or perhaps purchasing a 3rd party mesh system (which remains yours regardless of ISP used and would be my own personal choice).

To check on local outages.
https://www.sky.com/servicechecker

To run the local checker.
https://www.sky.com/help/articles/broadband-diagnostic-start (do run all tests)

Helpful articles that explain the basics.
https://www.sky.com/help/articles/broadband-speeds-explained
https://www.sky.com/help/articles/broadband-tips-when-working-from-home

Link for Sky WiFi Max
https://www.sky.com/broadband/wifi-max

[HayAnn49]

Thank you for your help.

I have already actually tried what you'd suggested quite a few time - sky are adamant  nothing is wrong and it's all working fine however over the last 3 days I've taken over 30 pictures of when my Sky Q / TV / Phone has either lost connection or cannot connect to the hub. 

I think if the issue continues I will look to move away from sky as I feel I'm paying a lot of money and not really getting the service out of it.

Thanks again for your help. 

[Chrisee · Accepted solution]

@HayAnn49 sounds like it could be WiFi interference. Your white Skybhub and the Q boxes are each broadcasting WiFi signals and these can interfere especially in the 2.4GHz band. If you download an app called WiFi Analyzer onto an Android phone or a laptop (there is no ios version) that will show all WiFi signals with their signal strength and channel. You should see two Sky SSIDs the one from the hub and a second one from the Q boxes. If yhey overlap thry will interfere. Moving the Q boxes well away from the hub or vice versa can help. 

Rebooting the hub or the Q boxes might help as should getting a booster for the Sky hub as part of the WiFi Max package. Switching from Sky Q to Sky Stream is annother solution as the Stream pucks dont use the crazy Sky Q mesh networking.