Main SkyQ box losing connection to router.

[Ironfan]

I have KCom Wi-Fi with a Zylex router. The SkyQ box is in the same room as the router and the Wi-Fi signal is strong and fast. However, my SkyQ box loses connection to the router from time to time. It works fine for days and then it happens. If I do nothing the box reconnects itself after 5 to 30 minutes and is then fine for more days until it happens again. 
I have reset the box via settings/network connection on more than one occasion. When the box disconnects, my phone, laptop and iPad are fine - I can even watch SkyGo on my iPad  without any problem. 
Any ideas? 

[oldfella]

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@Ironfan wrote:

I have KCom Wi-Fi with a Zylex router. The SkyQ box is in the same room as the router and the Wi-Fi signal is strong and fast. However, my SkyQ box loses connection to the router from time to time. It works fine for days and then it happens. If I do nothing the box reconnects itself after 5 to 30 minutes and is then fine for more days until it happens again. 
I have reset the box via settings/network connection on more than one occasion. When the box disconnects, my phone, laptop and iPad are fine - I can even watch SkyGo on my iPad  without any problem. 
Any ideas? 

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Hi @Ironfan 

Assume you are connecting to the router using SSID and password for the 2.4 Ghz band?

As it is in the same room any chance to connect it by Ethernet?

[Ironfan]

Well, I signed the SkyQ box in with the Zylex password provided! Can't cable connect as kit at either end of room. 

[oldfella]

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@Ironfan wrote:

Well, I signed the SkyQ box in with the Zylex password provided! Can't cable connect as kit at either end of room. 

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Hi @Ironfan 

Does the SSID and password you used relate to the Router 2.4 Ghz band?

If it does I suggest you reboot the router.

To reboot disconnect the power lead for 30 sec and then reconnect.

Wait until the router is completely back up and running and then try the Network reset on the Q box again.

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 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.

[Ironfan]

Ok. Will try this and get back if disconnect reoccurs. Thanks.

[Dicky1234]

I have had similar issue with KC and Zyxel fibre modem since install. Sky Q andmodem3.5m apart - line of sight but just get continual connection attempts / no Internet connections. May stabalise for a few  hours or days then goes again. Confirmed with Sky no issue with QBOX. Have had KC trying to resolve but could  not connect either. Have resorted to long ethernet connection, which works.

[Ironfan]

It was suggested to me that a direct cable connection would work but I upgraded my 1tb Sky box to a 2tb box on a Black Friday deal for free and this seems to have worked as no problem since. Thanks for your interest. 

[Dicky1234]

I think that it maybe a compatibility issue. My Zyxel modem is wifi 6 enabled, and the 2.4mhz signal is quite weak on speedcheck even near modem/ router ( had 2 modems both similar). The 5mhz is good, but Sky Q wants 2.4mhz connection. 

Also my Sky Q box is pre- covid so around 5yrs old? Regardless of firmware updates this was pre wifi6, so i think the issue lies in there sonewhere.

[Chodley]

@Dicky1234 How do you know the 2.4GHz signal is weak?

[Dicky1234]

Having had both Sky and KC tech support on phone for hrs and using recommended Speedtest (Ookla?) on my mobile at different spots. Get 200-300 on 5ghz depending where standing in house. but only 34mhz on 2.4 band 1m from modem.

[Dicky1234]

I know 2.4 is slower but that is v slow. Also with all devices fighting for that 2.4 band ( eg wifibulbs etc that only use 2.4band) its not giving much to each device. KC sent new modem but similar rates, so seems to be the eay Zyxel wifi6 box rigged. 

[Chodley]

You mean you get 34Mbps? That does sound slow. Maybe they restrict the bandwidth on 2.4 to give more to 5 and 6 on those routers. @Gaz1 successfully used a TP Link extender as a relay. Don't know if it used 5GHz backhaul.