My Sky Q box keeps disconnecting from my WiFi. It can happen half way through a film or at start up.

[SWT5]

My sky Q box keeps disconnecting from my WiFi. This has started happening through January. It can happen in the middle of a film or at start up. When I try to reconnect, sometimes it does and sometimes it doesn't. It is driving me crazy

[oldfella · Accepted solution]

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@SWT5 wrote:

My sky Q box keeps disconnecting from my WiFi. This has started happening through January. It can happen in the middle of a film or at start up. When I try to reconnect, sometimes it does and sometimes it doesn't. It is driving me crazy

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Hi @SWT5 

Assume you are carrying out a Network reset on your main Q box as follows:-

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.

Failing this, if on Sky broadband you may need a Q WiFi booster to position midway between your main Q box and the Sky Router.   If on 3rd party if you cannot connect directly by Ethernet then you could try connecting a Q WiFi booster by a short Ethernet cable to your router.   You would then connect your Q box to the booster by WPS.

[DTOwens]

I was directed to this via the search. I'm having the same issue. Sky Q drops the WiFi connection at least once a day. My WIFI is stable on every other device so isn't a WIFI issue. I've reset boxes / WIFI a number of times and this still happens. Can someone please advise of next steps? Thanks

[dickadeedoodar]

i have the same issue, have you found a resolution yet?

[DTOwens]

I've not had any response at all. Very disappointing.

[Diney]

I have the same issue

[redsquare]

I have the same issue, going to use the problem as a reason to cancel both services

[PaulAFC71]

Count me in on this too. Both the Sky Q and the mini. Everything else throughout the house is fine.

[PaulAFC71]

Hello,

I am going to add to this in the vague hope Sky actually address this issue.

my Sky Q drops connections daily, if not more. All other devices throughout the house are fine.

The mini box never even connects to the mesh with WPS etc. when it is.

I have Virgin 1gb broadband (which is excellent btw) and use Deco WiFi mesh routers.

kind regards

Paul

[Chodley]

Feel free to search this forum for all the other people with similar problems. Many suggestions on those threads. Personally I gave up and went for powerlines. (And the Q connected into a mesh mode via ethernet)

[PandJ2020]

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@PaulAFC71 wrote:

I am going to add to this in the vague hope Sky actually address this issue.

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The issue is sometimes with the local WiFi infrastructure.  With a non-Sky ISP then they will only connect on 2.4GHz - worth splitting SSID's to prevent any steering.

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I have Virgin 1gb broadband (which is excellent btw) and use Deco WiFi mesh routers.

Generally, Q doesn't play well with mesh networks unless ethernet connected to a node.

[PaulAFC71]

Thanks I have setup a 2.4ghz network only and disabled Mesh and roaming for the Sky Q equipment and still the same. 

every other device in the home is fine it's just the Sky equipment 

[Caroline1994]

I've been having exactly the Same problem for at least 6 weeks, constantly having to set up network connection, set up box etc etc, I work from home there's no problem with my WiFi, and why is it suddenly happening now?   There's so many other options out there, and sky is very expensive,  I'll be disconnecting soon if they don't resolve this!! 

[PaulAFC71]

Yes this is my experience too @Caroline1994 I have been a Sky customer literally since day one of it's launch many years ago. This will be the end and I will move to exclusive streaming services as this is not only providing a terrible service it's eroding confidence in the company and the platform as a whole.

We are not alone in this if this forum is anything to go by.

[Caroline1994]

I agree it's good to hear stories from others who are having the same problem. When I originally got Sky the problems were exactly the same, then it got better, but it would still be temperamental and now, for me, it's worse than it's ever been.