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

[EmmaJT]

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. 

[oldfella]

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@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. 

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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]

@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. 

[oldfella]

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@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. 

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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]

@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. 

[weare3miller]

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. 

[MBallin]

Exact same thing happening to me. Never had connection issues when with Now TV Broadband (Sky's second brand), but now with Toob and although I get much more speed into the router, the signal is poor so I need my Q box and boosters and mini boxes to extend the signal. Works brilliantly for half a day and then randomly drops, particularly in the evening.

Ive changed settings of mini boxes to act as WiFi hotspots. 
Going through resets and reactivations resolves for a while, but having to go around a re-configure the boosters etc is a nuisance. 
Toob are contacting City Fibre (installers) to check the line, but I think this is a Sky issue. Hopefully possible to get an engineer out to reconfigure and I hope it messes up whilst their here so they don't just come and see everything working.

[Fluffy84]

• Was this fixed at all? I have the same issue

[Chodley]

Sounds like the OP fixed it by splitting the 2.4 GHz SSID away from 5GHz so as to avoid confusing the Q. Why it should get confused about this is a mystery to me but so is most of Q's networking behaviour.

[MBallin]

Yes, although I still occasionally have connection issues but not related to the connection between the sky box and toob/Linksys router. It seems connecting a sky booster to the router via Ethernet sustains the Toob-sky equipment connection so then the Sky Q box stays working. In Sky Q box network advanced settings setting others mini boxes and boosters to distribute the signal further also works without issue.