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

[Chrismusicman]

I have exactly the same problem, keeps disconnecting from my very fast and reliable wifi which never seems to have problems with other devices within my flat. 

Spoke to Sky yesterday and scheduled an engineer to come around today between 12pm and 5pm as they tested the system remotely and said there is a problem with the Q box. The engineer never showed up, i waited in all day took and day off work with no pay as i'm self employed. I had 5 emails and SMS messages saying if i cancelled then they will charge me £25 on my next bill. 

I called them and they had no idea where their engineer was and they had no way of contacting them either. 

I said i want my bill  credited with £25 which they agreed.

Next week i will be cancelling my subscription for good and will never EVER be signing up with such a useless bunch  who do not give a damn about their customers.  

Goodbye and good riddance once and for all.

Is this really how you treat customers after nearly 20 years of loyalty?

Freesat is much cheaper and totally reliable. Does the same job at a fraction of the price.

[Chodley]

Can totally understand the frustration. 

Clearly doesn't do the same job though, or none of us would be paying for Sky.

[JulieT123456789]

I've got the same. Started a few days ago. Sky sent me a brand new box and exactly the same!

connects for about 60 seconds then disconnects until I do a reset and it repeats. 
Really annoying 

[GavH77]

Having the same problem. Can get it connected briefly, then it drops again. Always been an intermittent issue, but since changing from Sky Broadband to Fibrus, it's now happening every day and fails to connect completely most of the time 

Sky engineer coming next week, but if they can't fix it, I'll be leaving my 21 years of loyalty behind.

[StevieMH]

Ours has just started doing it too. 

Got on the live chat, they got me to force a software update through, which seemed to cure it, so we cancelled a planned engineer visit. 

Not one evening can we sit and watch anything without it disconnecting. 

Blaming everything else, seems to be almost certainly a software issue. 

I have noticed on our Eero app, it often sees the box as both 'Sky UK,' and also 'Sky Q.' Don't think it did this before, never noticed. 

Wish they'd sort it though. 

Does anyone from Sky actually read this? 

[redsquare]

I purchased a tplink WiFi extender and hardwired the ethernet to the sky box, not disconnected for weeks...shame I had to spend money to make it work 

[Chodley]

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@redsquare wrote:

I purchased a tplink WiFi extender and hardwired the ethernet to the sky box, not disconnected for weeks...shame I had to spend money to make it work 

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That's about the cheapest solution I've seen to shift to effectively hard-wiring. The most expensive is a wifi 7 mesh with canling into each Sky box. Those kits ain't cheap (although clearly they also give amazing wifi coverage for everything else as a nice side effect)

[GavH77]

UPDATE

Found 2 x solutions to this:

The first.  I cabled my main Q Box via an ethernet cable to a TP Link WiFi Powerline adaptar, connected to my Fibrus router via ethernet. (for those that don't know, these plug into your mains power supply and effectively use the electric cabling in your house to connect, negating the need for a long ethernet cable lay snaking between Q box and router and give uninterrupted ethernet).  To do so, I had to switch off the Wifi signals using the engineers menu.  That ultimately stopped by Q box and mini boxes talking, so I had to put the 5 Ghz back on and leave the 2.4 Ghz off.  Seemed to work a treat and I had faster download speeds.

The second (and my now in-place solution that has worked flawlessly since).  I had a Sky engineer come round.  I took the Powerlines out and didn't mention them to him.  He knew what the fix was anyway and said this is a common problem for people who don't have Sky broadband.  He turned off 2.4Ghz via the network setup menu on ALL sky boxes (Q and mini) and Installed Sky boosters - one cabled in to my Fibrus router that the Q box talks to and an another to ensure I had enough range for my Q box and mini boxes to connect. He explained that for some reason, Sky Q boxes don't like communicating with non-Sky routers and whilst he didn't know why it happened, he was 100% certain that my not having a Sky router anymore was the reason we were getting drop outs.  So 100% a Sky Q problem and not an internet provider problem, which easily explains why Sky was dropping out but every other device connected to WiFi continued to function just fine.  The Q box now connects via the Sky booster - which shows up as a Sky network, not my Fibrus network - then connects via ethernet cable to my Fibrus router.  The 5Ghz signal remaining enabled on the Q box means my mini-boxes still connect.  He had a bit of a challenge initially with it not working, then realised from his network map that there was a mini-box upstairs too.  Once he turned 2.4Ghz off on that too, the whole system worked. 

[PaulAFC71]

Thanks. I do have an old Sky Booster somewhere not sure how to configure it though.

If this is the case then Sky should supply them, or make the boxes work with global known standards. If I was a cynic I would say this is an attempt to get more people on their service or buy yet another little box for their houses.

[Chodley]

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@PaulAFC71 wrote:

Thanks. I do have an old Sky Booster somewhere not sure how to configure it though.

If this is the case then Sky should supply them, or make the boxes work with global known standards. If I was a cynic I would say this is an attempt to get more people on their service or buy yet another little box for their houses.

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the fact Sky Max routers play just as badly with Q as 3rd parties proves it wasn't by design.

Sky do supply them if there's a problem. Never solved it for me but also I never hardwired it into my router.

[sbetty02]

Sorry to bump an old thread after some advice from those with "workaround" (I refuse to call it a fix) - sky is my ISP but I have my own equipment (Unifi) and I get 3/4 disconnects a day. Last 2 months been the worse.

i have the option to hardware in my main Sky Q box, so 2 questions -

1) will hardwiring in fix my issues?

2) how will my Sky q mini connect to main q box if I hardwire?

thanks in advance 

[Chodley]

1. Yes

2. via ethernet to the same network?

[StevieMH]

Update to this. 

We've recently swapped Broadband providers, from TalkTalk to EE. 

Whilst using the TalkTalk Eero router, I'd kept my old Sky network name. 

I've now used the new EE network name, put everything on it, and so far, so good. 

Everything seems to be working okay. 

The mini box has disconnected a couple of times, but I think this is just down to the distance from the router. 

Main box has stayed connected now for 10 days. 

[Chodley]

Mini distance from the Q, that's what it connects to if you are not on Sky BB, not the router.