Connection

[Kevy+Rude+Bhoy]

• Can you tell me the price to totally termanate my sky contract

The reason I've had sky TV for over 20 years.Ive also had Virgin WiFi for same time.

2 weeks ago i contacted you as the broadband router& connection & Internet stopped working on Sky Box

I called you up & you were kind enough to send me a new Sky Q box as my box was food few years old but nothing changed same problem with new box.

All my broadband works around house with various devices only sky q box don't work even with new box.

I then contacted Virgin who sent an engineer to my house on monday who checked & even gave us a brand new router & checked speeds etc all was as it should be & said if Sky Q don't connect its down to you guys.

The  Sky Q worked OK for 2 days although just wouldn't connect up with my multi room box no matter what we done.

Last 2 days the same old problem it connects then disconnected within minutes I've turned box off turned router off still no joy the funny thing I can use my 02 mobile phone  hotspot to get Internet on sky  box & works ok  so there seems to be some issue with your Q box  not being able to connect to virgin broadband although for last few years I've never had an issue

I've wasted few hours last few days trying to sort it.

I feel no point in me spending ££ a month for a box that aint 100% functionality & a multi room box that don't connect .I also can't use sky Go

Feel free to send an engineer out but not sure what he would be able to do.

As I say had over 20 years with both Sky & Virgin without any real issue until 2 weeks ago.I have stayed Loyal with Sky TV even though I get offers from Virgin constantly.I feel no point having a service that don't work properly.I would be happy to stay with Sky if the problem.can be resolved. So my other option is to go with your rivals as I do prefer their broadband service.If there is possibility to send an engineer to check all avenues.

Yours disappointed 

[Chodley]

Yep. See all the hundreds of posts in here if you want to dig through possible fixes. How far is your router from the Q box?

[Kevy+Rude+Bhoy]

Not far 8-10 yards max. other devices futher away connect without issue. I've also done a samknows.com/realspeed  & it's what itshould be according to Virgin I also have a top speed Router that's available

[oldfella]

---

@Kevy+Rude+Bhoy wrote:

Not far 8-10 yards max. other devices futher away connect without issue. I've also done a samknows.com/realspeed  & it's what itshould be according to Virgin I also have a top speed Router that's available

---

Hi @Kevy+Rude+Bhoy 

Just for info you are not contacting Sky directly here as this is a customer forum.
If you need to contact them you need to persevere by phone.
To contact Sky
Select Need more help
at the bottom of the following link and this will lead to a phone contact.
Ignore all automated messages and wait for an agent
https://www.sky.com/help/home.

Regarding your issue are you trying to connect by carrying out a Network reset on your Q box?

Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to connect by WiFi to your router. Even if reset is not listed there is still an option to connect by WiFi to Sky or 3rd party router

As you are on 3rd party (non Sky ) broadband then you need to enter the SSID and password for the router 2.4 Ghz WiFi band.

Also As you have a replacement Q box have you made sure that it is on the latest Software version.

https://www.sky.com/help/articles/sky-software-updates

[Chodley]

The internet speed via samknows etc is almost irrelevant for Sky Q. The challenge is the stability of the wifi, taking into account the Q's rather unique wifi stack, which resembles Ollie Reed on a unicycle after a heavy Saturday night.

Is the 8-10 yards via a wall? Have you tried turning off all the minis completely and doing a settings reset on the Q and starting again?

Is it possible on Virgin to split the 2.4 and 5GHz bands into separate SSIDs? Or does it let you run a guest network on just 2.4 maybe?

have you scanned for wifi networks on 5GHz clashing with the Q's at channel 36?

[Kevy+Rude+Bhoy]

I understand all that BUT why did it just stop working 2 weeks ago when I've had same Box since 2018 & never had an issue & why does this box do exact same thing will load up & connect 5 mins late says not connected 

[Kevy+Rude+Bhoy]

Cheers I have reset about 20 times last 2 weeks.The speed test I done was with my phone on top box to make sure I was getting what I should & it wasn't a black spot but as I have had mu old sky Q box since 2018 & now the new one & up to 2 weeks ago I never had an issue with the router box for last few years find it strange it just stopped connecting 

[Chodley]

The box seems to change its behaviour dynamically based on mystery reasons. So config alone which might work and not get changed can't keep if in line. I don't know if it gets corrupted or makes bad decisions, or it gets thrown by a neighbour changing their wifi setup, or maybe Virgin or BT pushing a change to their router firmware, but so many people have had similar effects.

A few have found installing a simple tplink re200 wifi extender has solved it.

[Sadman2]

Had the same problem for last week culminating in a 30 minute program taking 3 hours 52 minutes to download on 500mb, tried every fix known to man to no avail obviously. Have now reconciled myself to just having the ability to watch and record live programming for the last few months of contract