MySky app and "offline" Q mini box

[dragon+attack]

Hi,

I recently had some issues with my Sky broadband router/hub (SR203), which necessitated an engineer visit and the replacement of the 4+ year old hub.  Since then, I have had stable, but (as always) slow internet - Line Rate Downstream (Kbps): 64952.

Since the replacement about 10 days ago, I have noticed that the MySky app on my iPhone shows 1 of my 2 Q mini boxes as always "offline".  The mini box is definitely not offline and is connected to the hub via ethernet cable. The other mini box is displayed correctly with a green tick in the MySky app.

When I switch on the Q mini box, the 'Network connection' and 'Connection to Sky Q box' in Settings are both ticked, but there is a message about there being a problem with the network, although there doesn't seem to be because the mini TV picture is displayed in the top left as per normal. The network error message corrects itself if I click through to network setup and back again.  This message is displayed for both mini boxes.

Bottom line is that the Sky Q mini box works, but the MySky app consistently shows it as offline. The 2 mini boxes are also over 4 years old.

Is this just an issue with the MySky app, which may or may not correct itself?  It's odd that both mini boxes are configured the same (wired + 2.4/5Ghz WiFi enabled), both display the message about there being a problem with the network, but 1 of them is constantly offline as far as the MySky app is concerned.

Not a big deal, but curious if there's an obvious configuration issue.

Thanks.

[Tom-W19]

Hi @dragon+attack 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Tom-W19]

Hi @dragon+attack 

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[dragon+attack]

I started a chat, but did not get a reply. The issue still persists - Q mini box shows as not connected to network via MySky app.

Thanks.