Daily Sky Q issues

[JOHNDP13]

Is anyone having daily problems with their Sky Q main box and mini boxes. They appear to be losing connectivity to the internet , not being able to connect and get a signal from the main box or have no connection to the Sky Activation server. I am trying to find out if this is just my issue or Sky have a chronic issue across their customer base

[oldfella]

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@JOHNDP13 wrote:

Is anyone having daily problems with their Sky Q main box and mini boxes. They appear to be losing connectivity to the internet , not being able to connect and get a signal from the main box or have no connection to the Sky Activation server. I am trying to find out if this is just my issue or Sky have a chronic issue across their customer base

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Hi @JOHNDP13 

Try completly resetting your connection.First reset your broadband router.
If on Sky broadband hold the Reset on the back of the router until the power light flashes green (about 10 seconds). Don't unplug or switch off your router while it resets. The power light will go green when it's done.
If on 3rd party broadband and your router does not have a reset button, reboot it by disconnecting the power lead for 30 secs and then reconnecting.
Wait until the router is completely back and running and then try a 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
If you are on Sky Broadband you will be asked to press the WPS button on the Sky router. (Not on the Q box as the Network reset will start the main Q box WPS automatically). Make sure you press the WPS button on the Sky router and not the reset button.
if 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.

Once you get the main Q box connected

try a Network Reset on the minis. Start with the one nearest to the main Q box
Network Reset found in mini Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Follow instructions to WPS with main Q box.
You will be asked to press the WPS button on the main Q box (not the mini as the Network reset will start the mini WPS automatically).

If you are on Sky Broadband and the Router is nearer to the mini than the main box then you can try pressing WPS on the router instead of the main Q box. If you do this make sure you press the Sky router WPS button and not the router reset button. If you get the first mini connected then for other minis use WPS on the nearest Q device (main Q box or Sky Router if on Sky Broadband or previously connected mini).

[deepgreen]

Yes!  We keep losing connection to our boxes, seemingly at random.  Some days it is stable, while on others it drops out frequently.  It's very frustrating.  We have fibre internet at 1000mb/s (symmetrically) and all other internet-connecting devices are trouble-free.  

[JOHNDP13]

Thanks for responding. I also have 1000 mb internet so that's not the problem but the notification frequently says lost internet connection. As you say it happen anytime. Same with losing mini box connectivity to the main box. I am the end of my tether after having Sky continuously for about 25 + years. It's become a total nightmare and feel I spend half my time resetting the boxes, powering them off and on. I just don't think the platform is stable any more

[TimmyBGood]

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@JOHNDP13 wrote:

 I just don't think the platform is stable any more

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Q is in use in millions of households: two posts with not entirely similar symptoms don't really indicate a systemic issue.

A lot of individual Q hardware is however now rather old.

[Sooty78]

We are having the same issues......no signal issues, no BB issues however box is freezing/glitching, also advising technical fault on this channel and also recordings.

Have did reset, switched from wired to WiFi connection and back again but issue persists. Trying to manage it due to festive period but will need to get an engineer out as soon as I can I reckon 😞

[Chodley]

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@Sooty78 wrote:

We are having the same issues......no signal issues, no BB issues however box is freezing/glitching, also advising technical fault on this channel and also recordings.

Have did reset, switched from wired to WiFi connection and back again but issue persists. Trying to manage it due to festive period but will need to get an engineer out as soon as I can I reckon 😞

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Sounds like the box just needs replacing. That can be done via courier.

[Chodley]

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@JOHNDP13 wrote:

Thanks for responding. I also have 1000 mb internet so that's not the problem but the notification frequently says lost internet connection. As you say it happen anytime. Same with losing mini box connectivity to the main box. I am the end of my tether after having Sky continuously for about 25 + years. It's become a total nightmare and feel I spend half my time resetting the boxes, powering them off and on. I just don't think the platform is stable any more

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The connection problem is the wifi between the boxes and the router, not the internet connection. I would just get powerlines (cheapest but more prone to issues) or hard wire each box into a wifi mesh and in either case disable wifi on the sky boxes.

[JOHNDP13]

Thanks for your suggestion. Box has been changed already

[tiegan]

Having all the same issues!!