upgrade to full fibre from superfast

[rml123]

Thanks for the reply.

Does that mean SKY have issued with me with incompatible equipment and I should request my old box back, or is there something I can do to with the Max Hub to resolve this?

[JimM1]

@rml123 You have to connect the sky Q as a third party device, see the links below!.

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

[rml123]

I'll go through those links when i get a chance, thank you for your help.

[rml123]

It is getting worse and worse each day. It connects for a few minutes and then it drops again and I keep having to press the wep key on the router and of course the mini box loses connection with the main box.

I tried connecting as a non-sky broadband but it was even worse, it dropped the connection almost immediately. We're watching Netflix and suddenly it just drops. On the sky service it says there is an issue connecting to your sky box, so you think great a troubleshooter that is going to show me how to solve it, but no just loads of help pages that go round in circles.

Furthermore, when it is working the signal strength is not strong enough to stop the HD channels sticking on the mini box. This never happened with the old hub. Why is the new technology which i'm actually paying extra for, worse???

I had no problems at all until that damn phone call offering me a free upgrade to full fibre and now its an absolute nightmare.

I will phone SKY again tomorrow and report back.

[TimmyBGood]

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@rml123 wrote:

This never happened with the old hub. Why is the new technology which i'm actually paying extra for, worse???

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Fundamentally, I suspect, because Sky Group is no longer an independent company and Sky Q (at nearly a decade old) is not a Comcast Corporation product.

[rml123]

An update. 

I realise this has been a bit of a ranting thread so far (with some justification) so I want to try and make it as helpful as possible to anyone experiencing the same problem.

I called 0333075903064. I was expecting a battle after the awful service I received when overcharged earlier in the thread, but the person who took this call was excellent. They appreciated the situation immediately and with no fuss immediately ordered a sky max pod (booster) that I am entitled to. They advised to set the wifi max hub to wpa2 and did some network tests and said the wifi will get fixed guaranteed, and I can arrange an appointment at any time with a wi-fi engineer. That's the sort of thing I want to hear, although time will tell if it is true.

The sky max pod arrived the next day and I replaced the third party wifi extender with the sky max pod booster. The sky mini box signal in the room furthest from the hub is now much better. It is back to the standard I had with the black sky hub and 3rd party extenders. However the dropouts persist. I can be watching both sky boxes for hours then suddenly the connection drops and it does not reconnect until you force a reset through the settings menu on the sky box. When i say "dropout", it is not the external connection that drops because I have a wired device (boiler) connection and this never drops so I know that it is the wretched white sky max hub that is the issue. I will arrange a call with wi-fi engineer and report back.

[JimM1]

@rml123 Only input i can say is back on Mar2025 to sky, got and insisted on the old SR203 black hub, put it on the FF500 fibre connection was a refurb hub that sky sent did not care as it was to be a test unit only, dug out my old SE210 booster and kept them both on for 8 weeks, had zero problems with anything, retired both the sky Hub/Booster back to there boxes, and my Asus router up and direct on the ONT Fibre. Not a sky Q person anymore gave that up years ago but do have my own Sat system connected to my original sky Dish!

[rml123]

ok as promised a report back from the wi-fi engineer visit - there is hopefully some useful information for people going down the same path.

The engineer was knowledgable, friendly and candid about the causes of the issues I've had. In brief the setup I have and the situation sky have put me in is happening all over the country and keeping their engineers in work. As already mentioned on this thread by others, notably TimmyBGood the issues I am having stem from Comcast buying sky and deploying their incompatible or inferior equipment namely the sky max hub. It doesn't communicate well with WPA2 devices, principally the SKY Q box and it doesn't communicate at all with the Mini Box like the old hub used, it now goes through the SKY Q box to get to the minibox.

Yes, I'd already switched it to WPA-2 on the advice of the sky correspondent on the phone call but she'd missed a vital piece of information - all devices need "cleansing" before re-connecting to the max hub. This is just forgetting the network on phones, but the engineer had to delve into the "secret" menus on the mini box before that would work again.

Even after that fix there was still a red flag on the engineer's diagnostic diagram and an additional sky hub was needed between q box and mini box just to get the signal strength back to the original strength I had with the old hub / mini box setup. This is in addition to the sky max pod booster that replaced my 3rd party extender I had been using.

I think all is well now. The odd dropout (from wifi) but nothing near how bad it was before. And all of these issues are known. It's nothing to do with my setup. You're just left with this downgrade in service until you persue it. The engineers know exactly what the issue is and come equipped with all the solutions.

I hope I can save some time for other people with the same setup reading this thread.

[JimM1]

@rml123 The additional extender is it the White Sky Broadband booster SE210 that was used to get the Q and mini bridge over the wireless wi-fi, or another pod?

[rml123]

Yes it is from what i can see on google image search. It is white and has green "power", "connected" and "wifi" lights on the front.

[JimM1]

@rml123 Thanks for the reply, it's all part off the picture puzzle, so your sky Q is meshing up to the mini all via your new sky Broadband booster! That's the way to do it and keep the Q and Mini playing well with each other over a wireless feed!

Sky Max has a lot to answer for, pity you did not keep the old SR203 sky Broadband Hub, you would have been a lot better off! Two good links below should you ever need them!👍

https://www.sky.com/help/articles/broadband-diagnostic-which-sky-hub
https://www.sky.com/help/articles/sky-wifi-booster-what-do-you-need-help-with

[rml123]

Thanks for the links and your previous advice on this thread. Yes they nagged me to send the old hub back and at that point the new equipment wasn't dropping connections so frequently and I thought it just needed time to bed in, so to speak.