Broadband not connecting to sky Q box

[Edge1]

It's sorted now. I switched all units off from the mains and re booted and it seems to have worked.

[Chodley]

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@Edge1 wrote:

It's sorted now. I switched all units off from the mains and re booted and it seems to have worked.

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Yeah this is why we suggest this first

Honestly, it's ridiculous that this should be needed. Networking should be an absolutely rock solid foundation of any media service.

[Christinarobs]

I wish this worked for me but it didn't unfortunately. Absolute nightmare.

[Birchy23]

ok guys firstly an apology for earlier post re getting shut of my sky due to the crazy costs.  In my defence, I did not see any reference to 'Sky Essentials' on my online MySky Bill or I just missed it,  bill but did see it on the tv menu bill, so I'm sorry for misleading some of you on this. Anyway just to add my pennyworth. I have written and ranted on a few streams about  'losing communication to the main box' from the mini boxes and also messages appearing saying 'no connection to the internet' etc etc. so, I did everything I could using the menus, changing frequencies, general settings, WiFi options etc. Now bearing in mind I was a networking consultant and lecturer educating Cisco graduates up to CCIE level (in case anyone knows what this means) before retiring, I would therefore consider myself reasonably savvy when it comes to networking technologies over the last 30 years. However I am at an absolute loss as to why my mini boxes still frequently lose connection to the main box. I had no luck over WiFi and after doing some investigation discovered they don't actually use your home WiFi to communicate like most of your devices so you can have as many BT Wi-Fi boosters as you like and it won't make any difference, as I discovered later. The boxes communicate using a private mesh WiFi network that obviously still suffer the same constraints as an open systems 802.11??? standard WiFi that we all use, but probably need sky boosters to help it overcome those constraints. I am guessing here as I don't use Sky broadband, therefore Sky WiFi. I use BT. So after knocking my head against a brick wall I decided to spend a full day wiring out my house with cat 5e and guess what?? - All sky connectivity problems solved!! Move on two/three years- I now decide the cost is getting beyond a joke so told Sky "enough is enough" and to to switch it off. I now only have the Sky essentials package (sorry again guys) and my skyq hardware for which I pay £20/month as opposed to over £100 . Now here's the big coincidence. As soon as I went over to the basic cheap package, the age old connectivity problems return,  losing connection between my boxes so frequently, it's almost unusable. So even though I've spent more than half my working life studying data networking systems and telecoms, I still can't work out what is happening with my own simple sky installation. The only conclusion I can possibly come to, is that sky kit does not fully conform to internationally agreed standard protocols and Sky are trying to lock you in to using a total Sky broadband and WiFi solution. Either that or in fact their SkyQ boxes are simply not fit for purpose and full of hardware or software or firmware issue. The criminal part is that they must know about it and are doing nothing about it. Just busy taking in the profits 

[Chodley]

I ended up with a similar setup to you but using my BT wifi mesh as a bridge from ethernet out of the Sky boxes.

I work for a pretty significant vendor in the software defined networking space and I, like you, am pretty sure that there's non-standard protocols running over the mesh Sky Q creates, probably with the objective of reducing bandwidth hogging or latency introducing overheads, but unfortunately that has the consequence of undermining diagnosis and reliability.

[Birchy23]

Yes Chodley all I can ever say about their setup and how it all works and when i see suggestions is "probably". Without slapping a sniffer or something on it and breaking it all down (which i'm retired and now got better things to do), we'll never know for sure what theyre doing and why. It's infuriating when the amount of time and effort that goes into developing and agreeing standards like the IEEE, ISO and even the humungous amount of work on RFCs only to get bypassed and bent in the name of commercialism, locking consumers in and causing us all pain when they scew it up. Soap box again mate sorry!! 😉

[Laing1]

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@Birchy23 wrote:

Yes Chodley all I can ever say about their setup and how it all works and when i see suggestions is "probably". Without slapping a sniffer or something on it and breaking it all down (which i'm retired and now got better things to do), we'll never know for sure what theyre doing and why. It's infuriating when the amount of time and effort that goes into developing and agreeing standards like the IEEE, ISO and even the humungous amount of work on RFCs only to get bypassed and bent in the name of commercialism, locking consumers in and causing us all pain when they scew it up. Soap box again mate sorry!! 😉

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@Birchy23 @Chodley the technology that Sky use in the Q boxes is an AirTies  Hybrid mesh systems which is somewhat unorthodox 

[Chodley]

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@Birchy23 wrote:

Yes Chodley all I can ever say about their setup and how it all works and when i see suggestions is "probably". Without slapping a sniffer or something on it and breaking it all down (which i'm retired and now got better things to do), we'll never know for sure what theyre doing and why. It's infuriating when the amount of time and effort that goes into developing and agreeing standards like the IEEE, ISO and even the humungous amount of work on RFCs only to get bypassed and bent in the name of commercialism, locking consumers in and causing us all pain when they scew it up. Soap box again mate sorry!! 😉

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To be fair I think it was probably pragmatism more than commercialism. But yeah.

[Birchy23]

Well there you go  - question part answered - Thanks Laing! @Laing1 @Chodley 

[RU24]

This worked for me   thanks...thought I was going mad......

[Am20]

I am having the exact same issue. Tried all the helpful suggestions - reboots, hotspot etc. Sky broadbaNed went down Sat. All other devices apart for Sky q reconnect. Rand them again. Initially it was five working days on Saturday for an engineer. Then Sunday when I rang to up date from broadband issue to connection I was told engineer would not be available into Feb 29th. Received text to say issues resolved. Rang to say it wasn't. Any had no record of engineer booked for Feb 29th and now it's Mar 13th. All the while I am

payinf for a service I am not receiving. I am shocked at how poor Sky customer service is. 

[Toddali]

I have tried everything multiple times to reconnect Sky Q box to Sky router.  Nothing works.  I am getting a little tired of the constant issues we have that we often manage to fix ourselves.  

Unplugged everything, waited, plugged back in and gone through the on screen instructions...about 15 times now.  

I managed to connect via my phone hotspot, but then tried reconnecting to router, no go!

Paying too much money per month to have these regular issues, this is not fair!

It could be a coincidence, but everything appeared to be working fine on Sunday, received a marketing call from Sky on Monday, said no thanks!  And then everything went to poo!

Anything new I can try or can Sky sort this issue out for me please....do I need a new router...this one is less than a year old!

[Chodley]

It will be coincidence.

Use ethernet or powerlines is the only reliable solution I can suggest. Usually it's pretty solid even on wifi with Sky BB but if it keeps managing to lose its connection, clearly not for you.

You could try the steps I put in post 7 here which are intended to avoid a mini acting as the primary route to the internet connection but I suspect the Q mesh system reevaluates that all the time dynamically anyway which is how it ends up doing stupid random things. My guesswork 

[SimonRan]

Me too. Just died around 30 mins ago and when I eventually got back into SKy Q it says I'm not connected to the internet. Reset button does nothing. 

[Am20]

I tried all suggestions on Sky Community. None worked. My sky q box would connect no problem to phone hotspot, proving that it was a sky to sky connectivity issue. 

In the end I had to wait two weeks for a Sky engineer. It took multiple protracted calls repeating the issue over and over to get a visit scheduled. They installed a sky Wi-Fi booster to get it to connect. To be clear, my sky q box is less than 3 meters from my sky wifi router. Every other devise connects without a booster.  The irony is that now sky q is connectsed, I can plug out the Wi-Fi booster and sky q remains connected. 

There is clearly a sky technical issue preventing Sky devices talking to one another. 

I have raised a complaint and asked sky to acknowledge their issue here so people are not wasting their time.