Connectivity issues

[Emma_C]

Over the past few months the WiFi keeps disconnecting from my sky Q box, it happens randomly. Sometimes numerous times a day, sometimes it won't happen for a week or so. I also have a mini box upstairs which now disconnects from the main box downstairs so I can't watch tv. Im disabled and struggle to go up and down the stairs to reconnect and reboot. I've tried all the online helps and nothing works. I havent changed my set up. Its very annoying as I was convinced on my last phone call to sky to upgrade my WiFi and  now this is happening. The WiFi never disconnects from other items like phones, iPad etc

[Addie15]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

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[KShetty]

I have had the issue with my Sky Q box ever  since I switched over to EE BB from Sky.

I scoured through various online forums but without much success. 

I do think I have now found a stable solution that works.

Caveat - I have an EE SmartHub Wifi Hub

Go to Hub Manager typing this in your web browser https://192.168.1.254

Enter the admin password supplied with the Hub

On the Hub Dashboard screen, select Wireless => Change Settings (on the top of the screen) 

You shall now see a screen with Main and Compatible WiFi as toggle options

Select Compatible WiFi, turn it to ON

The Network name should automatically have a -COMP at the end

I kept Security setting as WPA2-Personal

Security Password is upto you, I kept the same password as the Main WiFi

WPS is set to ON

I enabled the 2.4 GHz channel only

Keep the the 5 GHz channel disabled 

Click on Save and return to the Dashboard screen

Now go to the Settings => Network Connection => Network Setup on your Sky Q box

Select the Wireless netwok with the -COMP at the end & enter the password

Once connected , you should be good to go.

Note - I did not change any settings on the Sky Q box by enabling the secret menu pressing 001 when on the Settings menu