0

Discussion topic: My Sky Q box constantly disconnects from the internet since changing supplier

Reply
This message was authored by EmmaJT This message was authored by: EmmaJT

My Sky Q box constantly disconnects from the internet since changing supplier

We've recently changed internet provider and since then the SkyQ box disconnects from the internet every few hours. We do not have any issues with the internet and it is a high speed fibre provider so no speed issues. 

Reply

All Replies

This message was authored by oldfella This message was authored by: oldfella

Re: My Sky Q box constantly disconnects from the internet since changing supplier

Posted by a Superuser, not a Sky employee. Find out more

@EmmaJT wrote:

We've recently changed internet provider and since then the SkyQ box disconnects from the internet every few hours. We do not have any issues with the internet and it is a high speed fibre provider so no speed issues. 


Hi @EmmaJT 

Assume you have carried out a Network reset on the 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
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.

EmmaJT
Topic Author
This message was authored by EmmaJT This message was authored by: EmmaJT

Re: My Sky Q box constantly disconnects from the internet since changing supplier

@oldfella  yes. I'm doing exactly that every time. Having to reset every time I switch on television. Unable to watch via mini box as connection drops constantly. 

This message was authored by oldfella This message was authored by: oldfella

Re: My Sky Q box constantly disconnects from the internet since changing supplier

Posted by a Superuser, not a Sky employee. Find out more

@EmmaJT wrote:

@oldfella  yes. I'm doing exactly that every time. Having to reset every time I switch on television. Unable to watch via mini box as connection drops constantly. 


Hi @EmmaJT 

Looks like you need a Q WiFi booster to position midway between your Q box and the mini.

Sky should supply these free of charge to aid Q connectivity.

EmmaJT
Topic Author
This message was authored by EmmaJT This message was authored by: EmmaJT

Re: My Sky Q box constantly disconnects from the internet since changing supplier

@oldfella  Already have one!  We have mesh internet so I've now split the wifi into two separate streams and connected Q box to 2.4ghz only, after some research suggested the Q box doesn't connect well to 5ghz. 

This message was authored by weare3miller This message was authored by: weare3miller

Re: My Sky Q box constantly disconnects from the internet since changing supplier

We're experiencing exactly the same situation. Never had any issue before changing from Sky Fibre to toob, however it's quite clear the issue lays with Sky. I check my wifi control panel (Linksys) and see that SkyQ is connected, yet the message on the TV from Sky is that there is no internet connection. All other devices are connected and working perfectly, never disconnecting, so the issue is clear - something wrong with the SkyQ box. You have to go through the network reset process every time it happens which is laborious at best. The connection is successful every time and then at some point drops. Nothing to do with router signal strength. 

Reply

Was this discussion not helpful?

No problem. Browse or search to find help, or start a new discussion on Community.

Start a new discussion

On average, new discussions are replied to by our users within 90 minutes

New Discussion