Problems with County Broadband and my sky q

[Silverfox2712]

I had county broadband installed and have an issue that there support keeps blaming on sky.

i have fluctuations in speed and high jitter, they blame this on the sky q mini boxes, they are showing on the bb router and they say only the main box should show and that the mini boxes should get there IP from the main sky q box. They also so this is a know issue with sky?

I have been on the phone to sky reconnected the boxes multiple times using the button on the front ( initially they told me I was not doing this and had to give them a video in the end to prove it)

I have connected the main box over WiFi and also via LAN but the mini boxes still always show up on the router and my bb provider say this is causing all the issues. 

can anyone help as I am going crazy 

there latest reply 

"

Dear ******

I have explained on a few occasions that the Sky Q Mini boxes should not been seen by our router. Sky have said that their equipment is operational, because it is.

However, as the Sky Q Mini boxes have been plugged into the LAN, our router can see them and should not be able to at all.
Connecting a Sky Q Mini Box via a cable is only supported by Sky Q Routers as it knows how to deal with them. When you are connecting them via Wi-Fi our router also sees them and again, should not be able to. Sky Q is a Closed Circuit Wi-Fi network.

Our router does not understand these devices and if it sees them, treats them as a normal device connecting - when they are not - they are slaves to a master box.
Hence why you are getting stability problems. Attached is an image of your current two Sky Q Mini Boxes, still discoverable by our router.

This is a huge problem with Sky, that have great equipment but their engineers and Service support desk do not know how to provide support for their customers using their equipment on other Internet Providers connections.

I am not trying to provide this information to be awkward, but having worked for County Broadband for 4 years and having dealt with this on a daily basis, I know this is the fault.
Where possible, feel free to provide this information to Sky. Sky Q Mini Boxes act as extension boxes of the Sky Q Main box and if our router can see them, it causes major problems with DHCP because the Sky Q Box is providing an IP Address to them as well as our router - creating a routing loop.

I have now raised this case to a senior member of staff to assist with this matter.

Kind regards

[oldfella]

Hi @Silverfox2712 

When you say you have connected the minis by pressing the button on the front

can you explain exactly what procedure you are carrying out?

[TimmyBGood]

@Silverfox2712 

I'm afraid there are several extremely questionable statements in that reply from County Broadband.

Plugging main and Mini Q boxes into a non-Sky LAN has been successful for many Sky customers over the past nine years, as has using Mini boxes wirelessly when Sky is not the ISP.

[Silverfox2712]

I meant pairing the mini with the sky q box by following the instruction and pressing the wps button on the front of the sky q box to connect them.

[Silverfox2712]

@oldfella 

Pairing the mini with the main box using the wps button on the front of the sky q box following the onscreen instructions.

[Silverfox2712]

@TimmyBGood 

I think most of what county broadband has told me is questionable.

but they keep blaming sky and are doing nothing to help just going round in circles.

[oldfella]

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@Silverfox2712 wrote:

@oldfella 

Pairing the mini with the main box using the wps button on the front of the sky q box following the onscreen instructions.

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Did you press the WPS button on the mini box @Silverfox2712 ?

[Silverfox2712]

@oldfella 

No I followed the onscreen instructions and pressed the button on the nearest connected device which was the main sky q box.

[oldfella]

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@Silverfox2712 wrote:

@oldfella 

No I followed the onscreen instructions and pressed the button on the nearest connected device which was the main sky q box.

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Assume the mini WPS light was flashing when you pressed WPS on main box @Silverfox2712 ?

Was connection unsuccessful?

[Silverfox2712]

@oldfella 

No it all connected correctly that's not the issue 

[Silverfox2712]

Anyone else any ideas?

the crux of the issues is county broadband say the sky mini boxes should not show on the router only the main box should!

they say until the mini boxes are removed from the router my broadband won't be stable.

[PandJ2020]

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@Silverfox2712 wrote:

the crux of the issues is county broadband say the sky mini boxes should not show on the router only the main box should!

they say until the mini boxes are removed from the router my broadband won't be stable.

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My VirginMedia hub (the default gateway) provides my mini's with unreserved addresses via DHCP and are listed.  I think stating the mini's shouldn't be on the router are a red herring.

However, I have my own mesh connected to the hub and Q boxes are connected via Ethernet to a mesh node (a wireless backhaul).  But I presume a wireless setup would be the same - I can test this...

[rscott]

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@Silverfox2712 wrote:

Anyone else any ideas?

the crux of the issues is county broadband say the sky mini boxes should not show on the router only the main box should!

they say until the mini boxes are removed from the router my broadband won't be stable.

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County Broadband are incorrect. The mini boxes must get an ip address from their router, same as the main box and any other device on the network. They're fundamentally misunderstanding how the mini boxes work.

But that reply doesn't surprise me, having had the misfortune to deal with them on several occasions...

[Silverfox2712]

@rscott 

This is what I expected but they keep going on saying that the mini boxes should get their IP from the main sky box for use in the 5ghz communication between them.

I expected them to get a public up from the router as well as they may have to draw directly for Netflix etc.

Thanks for the reply they are now kicking the case out refusing to do any more.

They say they only gaurentee speed to the router and after that it's not their problem 🤬