Connectivity issues when Smart TV is being used

[AJAGS]

I have a Sky Q box and two mini boxes, which have been working fine with no noticeable issues. Since installing a fourth TV, I'm now getting connectivity issues on the two mini boxes mainly, even though the new TV has no connection to Sky, just connected to the router over WiFi. Typically, the mini boxes are slow to change channels, load apps and playing, rewinding, forwarding recordings does work smoothly. Had an online chat with  Sky Expert and followed their advice, i.e ensuring all boxes had the same standby mode setting and then switching everything off and switching on one by one, but still the problems persist. Family are complaining...HELP!

[Invisiblename]

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@AJAGS wrote:

I have a Sky Q box and two mini boxes, which have been working fine with no noticeable issues. Since installing a fourth TV, I'm now getting connectivity issues on the two mini boxes mainly, even though the new TV has no connection to Sky, just connected to the router over WiFi. Typically, the mini boxes are slow to change channels, load apps and playing, rewinding, forwarding recordings does work smoothly. Had an online chat with  Sky Expert and followed their advice, i.e ensuring all boxes had the same standby mode setting and then switching everything off and switching on one by one, but still the problems persist. Family are complaining...HELP!

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Do they perform as expected if you turn the new tv off completely (at the power input)?

[AJAGS]

Thanks for the reply. I suspect that it will work fully as expected when it is fully switched off but will need to test it. Do you have any ideas if that's the case?

[Invisiblename]

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@AJAGS wrote:

Thanks for the reply. I suspect that it will work fully as expected when it is fully switched off but will need to test it. Do you have any ideas if that's the case?

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I've no idea, that's why I asked / suggested trying it.  You need to confirm or rule out the new TV being the cause of this before trying anything else

[AJAGS]

I did some testing yesterday evening and it defineately apears that the 4th TV (with no mini box, just connected by WiFi to the router) is causing issues when switched on and even when just powered on:

When the main Sky Q box, both mini boxes and TV's are switched on and playing, but the fourth Smart TV is switched off at the mains, everything works in a satisfactory manner (mini boxes seem a bit slow, but not sure now if that's normal).

If the fourth TV is just plugged in and swicthed on at the mains, performance of the mini boxes deteriorates. i.e. switching between channels takes a few seconds longer that previous, recordings are slower to load, etc.

If the fourth TV is switch on, even no content playing, there is a much more noticeable deterioration. i.e. Change the channel and it takes, 10+  seconds to swicth, sometimes with a blue or black screen in betwee, recording slows to load with forwarding and rewinding erratically, app (e.g. Netwflix) very slow to load.

Have also tried resetting the network from the main Sky Q box, but made no differece.

Any ideas suggestions welcome. Or advice how to get hold of the Sky experts?

[donna666]

I'm having same issue, sky engineers told me to disconnect the tv from the WiFi, it's a smart tv, so a bit annoying I can't use the smart features, as when it is connected to the WiFi, the mini boxes we not working properly. It has worked 

[PandJ2020]

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@donna666 wrote:

I'm having same issue, sky engineers told me to disconnect the tv from the WiFi, it's a smart tv, so a bit annoying I can't use the smart features, as when it is connected to the WiFi, the mini boxes we not working properly. It has worked 

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I presume you don't have Sky broadband?

If not, the most likely explanation is interference between the WiFi networks as the Q to Q connectivity uses it's own 5GHz mesh and not your broadband...  You may be able to fix it by changing 5GHz channels.  (Q will use ch36 to ch48 by default)

[donna666]

Yes it is sky broadband, engineer was here for over 2 hours yesterday, replaced all boxes, allsorts, he then realised that when the tv's were on wifi, there are 2, one upstairs, one downstairs, they knocked out the connections to my sky mini boxes. The main sky box was not affected 

[PandJ2020]

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@donna666 wrote:

Yes it is sky broadband, engineer was here for over 2 hours yesterday, replaced all boxes, allsorts, he then realised that when the tv's were on wifi, there are 2, one upstairs, one downstairs, they knocked out the connections to my sky mini boxes. The main sky box was not affected 

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Whoa, bizarre.  Usually far less of an issue using Sky as you shouldn't have the channel interference.

[donna666]

I know, it's very annoying that their technology can't keep up with today's gadgets. Going to try getting them to fit some boosters 

[PandJ2020]

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@donna666 wrote:

I know, it's very annoying that their technology can't keep up with today's gadgets. Going to try getting them to fit some boosters 

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To be fair WiFi isn't their technology but can be a bit flaky over bandwidth.  Boosters may well be the way forward to reduce the congestion.

[Laing1]

@donna666 If you have short ethernet cables and the TV's have ethernet ports you could connect the TV's directly to the Q boxes by ethernet 

[Skywards]

Hi

What brand is your new tv thats causing the problems as I seem to have the same issues?

[AJAGS]

Samsung. What about yours?

[Skywards]

We have just bought two of the latest smart tv's by?

......you guessed right....Samsung.

Our network engineers found both TV's (1x 65 inch 1x 43 inch) were disrupting the sky mini box signals by many hours of painful trial and error.

Next stop- complain to the TV retailer and then Samsung.

Made Sky aware of the issue today and suggest you do the same so that they know.

This appears to be a brand new problem that no one has previously come across.

The only solution for us was to completely disconnect both smart TV 's from any internet connection, wired or wireless

Of course this removes all the 'smart' parts of the TV (so we may as well have bought 'un-Smart' models) but as long as you can get the apps you need through Sky then no problem.........

Perhaps Sky can also complain to Samsung as these new TVs mess with their hardware and will for sure give rise to many future complaints when the Sky box networks fail...