Sky Q Box loses broadband connection

[chris0x01]

Hi. 

My Sky Q box loses Internet connection every couple of hours. Pressing Home shows a message saying we're not connected to the Internet. Sometimes it restores after a couple of minutes, usually I need to turn off the mains power to fully reset the box. My box is plugged directly into my router via an ethernet cable so it's not a WIFI issue and all my other devices continue to access the Internet OK. I'm on Sky broadband. Anyone else had this issue?

[Chodley · Accepted solution]

Have you disabled wifi on the box?

[Rob19661]

Hi , Yes I'm having exactly the same issue. Tried everything to clear it. I get a message stating I might need a sky's booster. This Problem only started yesterday.

[Jemma88]

Exactly the same issue, anyone fixed it yet?

[Rob19661]

Hi all, 

I have just tried the below, as recommended by sky but it still has not solved the problem.

I'd suggest fully rebooting both the router and the Sky Q main box.

Unplug both of them, same time, from the wall for at least 30 seconds.

Plug back in the router only, get it up and running, and run a speed test on your mobile. Now plug back in the Sky Q box, go to settings, and reset the network settings section. Then scan for your router, add in your password, and hopefully, you're back up and running.

[chris0x01]

Thanks for the suggestion. I've disabled WIFI in the service menu and so far (after 3 days) it's been OK. Fingers crossed that's sorted it. 

[William5703]

I have the same problem. If I reboot the router and the Sky Q box, it will reconnect. 

About 10 minutes later, though, the Sky Q box advises that there is no internet connection.

My phone and others at home are all still connected,  so I am now at my wits end regarding this. It has been happening now for about 3 weeks.

[Teal22]

Did you find a solution to this? My sky Q box is doing the same. We switched from BT to Sky broadband and it hasn't worked properly since! The internet connection drops every 15-20 mins, and I have to resent the box, pressing wps on the router etc. 

I'd be grateful for an answer if you have one. 

[Grizzo66]

We are having this same issue, just upgraded to sky fibre and now the sky q box is losing connection constantly.. driving us nuts. 
How do I get to speak to a human being at sky to get this fixed? 

[Teal22]

Hi. This is a complicated reply, but it did all work in the end. I went through the app to say I wanted to leave Sky because of all the problems but if they could get me an engineer visit that might help. They sent connected me with the engineers who brought out a new Sky q box, but also a Sky additional broadband booster for the tv. Apparently the signal split between the 2 boxes was too weak. This was before we switch to full fibre. 
I also did cancel and start to switch to ee instead and got a fantastic deal with sky to stay as a result.  I hope this helps. It's impossible to get a phone number any other way. 

[James+drew]

Having same problem having tried ery meyhod of turning every thing off and on half a dozen times

[1947richardlil]

Told we had to change to fibre,no choice but free,2 vans to start,1 man to check signal followed,then another 2 vans to reroute to another pole,then van and man to check again,then installers came and fitted box and router,signal not right,so another man and van to find wires fitted to box were crimped so repaired,now a boxes not connecting.Two hours on phone being told how to rectify to no avail,Engineer would take six days to come but if I made a complaint about service it could delay it.also if I altered appointment a 25 pound surcharge would be applied.Is this what to expect of sky

[William5703]

I have resolved my problem, only by having my Sky Q box hardwired to the router.  It cost me a fair bit to have the cable taken back outside, then around the house before coming though the wall again to connect with the Sky Box.

No problems ever  since though.

[Chodley]

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@1947richardlil wrote:

Told we had to change to fibre,no choice but free,2 vans to start,1 man to check signal followed,then another 2 vans to reroute to another pole,then van and man to check again,then installers came and fitted box and router,signal not right,so another man and van to find wires fitted to box were crimped so repaired,now a boxes not connecting.Two hours on phone being told how to rectify to no avail,Engineer would take six days to come but if I made a complaint about service it could delay it.also if I altered appointment a 25 pound surcharge would be applied.Is this what to expect of sky

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Hard to offer any advice without knowing what you tried during the 2 hour call but you have to treat the router as a 3rd party non-Sky one when you get to that option.

P.S. It's traditional to put spaces after full stops and commas to make things readable.

[Daniel0210]

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@1947richardlil wrote:

also if I altered appointment a 25 pound surcharge would be applied.Is this what to expect of sky

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@1947richardlil 

See this link

https://www.sky.com/help/articles/reschedule-your-sky-tv-engineer-appointment 

Changing an appointment on the day or the day before will likely incur a £25 charge.