Regularly losing Internet connection due to WiFi/iPhone issue

[Talln]

My iPhone 7 intermittently (but 10-15 times a day) loses internet access.  Other networked devices are fine.  Other more recent iPhone users in the house have the same issue at different times. 

There is strong WiFi signal through the house and I have a strong signal while the website is saying "looks like you're offline " or spins. 

We have to disable/re-enable WiFi on the phone and the connection is restored.  

We have a Sky Q, two Minis, two booster as well as the Sky router.  Signal strength is not the issue, but this a Sky Mesh WiFi issue. 

My theory is that when the iPhone swaps connection to a different access point on the mesh then the anti movement tracking system in iPhone swaps the connection ID to prevent the iPhone being followed through multiple access points (as they walk across town)..This is an international standard security protocol.  Trouble is I'm sitting still at home on my network and Sky can't follow that ID change and  the WiFi connection.is lost.  iPhone is still connected to a strong signal but Sky has lost the end-to-end integrity of the connection.  Which is it's job as a WiFi and broadband provider.    

Does Sky have a solution?   

Sky user since 1998.  

[Quoman7]

Hi @Talln  Try rebooting your router by removing the power cable for 30 sec then reconnect to reboot, then reboot your main SKYQ box by turning the power off at the socket for 30 sec then turn back on to reboot, do the same with any Mini boxes?

[Talln]

I should have mentioned that any response that suggests a reboot to solve a complex security protocol issue is unhelpful and time wasting.  

[Ecosse]

@Talln  You are aware this is a customer-driven forum?  Any suggestions are offered absolutely FOC and for the benefit of other customers.  Definitely wouldn't want you to be wasting your time but I'd suggest you contact SKY direct if you're looking for a more qualified answer - although, from my understanding of the knowledge and experience of this customer forum, you'll struggle to beat it.

To contact Sky, go to this link.

Scroll to the very bottom of the page and now select the Need More Help dropdown, this will lead to a phone contact.

Ignore the automated messages, just wait for an advisor

Good luck.

[Laing1]

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@Talln wrote:

My iPhone 7 intermittently (but 10-15 times a day) loses internet access.  Other networked devices are fine.  Other more recent iPhone users in the house have the same issue at different times. 

There is strong WiFi signal through the house and I have a strong signal while the website is saying "looks like you're offline " or spins. 

We have to disable/re-enable WiFi on the phone and the connection is restored.  

We have a Sky Q, two Minis, two booster as well as the Sky router.  Signal strength is not the issue, but this a Sky Mesh WiFi issue. 

My theory is that when the iPhone swaps connection to a different access point on the mesh then the anti movement tracking system in iPhone swaps the connection ID to prevent the iPhone being followed through multiple access points (as they walk across town)..This is an international standard security protocol.  Trouble is I'm sitting still at home on my network and Sky can't follow that ID change and  the WiFi connection.is lost.  iPhone is still connected to a strong signal but Sky has lost the end-to-end integrity of the connection.  Which is it's job as a WiFi and broadband provider.    

Does Sky have a solution?   

Sky user since 1998.  

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@Talln or it could be a problem with your phone as I am sure there are many iphone users on the forum not having this problem as if they were i'm sure we would have heard more complaints/problems like this. I know it definately doesn't affect android aac I have alway had android phones and never had this problem so not necesseraly a Sky problem althougn I may be wrong 

[Chodley]

Hmm. I used to get this with my iPhone when we had a Q booster which should only have ever been involved in the Q mesh as we have never had Sky BB, but I don't think anyone else in the house had the same problem. I'd forgotten about it because it hasn't happened for ages and I got rid of the booster when I hardwired my Q into one of my mesh nodes.

Perhaps it was the same problem or related. The Q networking is certainly unconventional.