Sky Q Mini Boxes Loosing Connection

[SwedeBaggie]

I'm experiencing issues with my elderly parents' TV setup involving two Sky Q Mini boxes and one main Sky Q box. About two years ago, they had daily problems with the Mini boxes losing connection to the main box. I had to reset and set up the system, which worked temporarily before disconnecting again. We then connected the boxes using Ethernet cables, which  resolved the issue

However, since yesterday, the problem has returned, with the Mini boxes losing connection multiple times per hour. Even after re-pairing the devices, the connection only lasts a few minutes before dropping again. I've tried enabling and disabling Wi-Fi on the boxes, but the problem persists.

Can anyone provide assistance with this issue? Thanks in advance

[oldfella]

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@SwedeBaggie wrote:

I'm experiencing issues with my elderly parents' TV setup involving two Sky Q Mini boxes and one main Sky Q box. About two years ago, they had daily problems with the Mini boxes losing connection to the main box. I had to reset and set up the system, which worked temporarily before disconnecting again. We then connected the boxes using Ethernet cables, which  resolved the issue

However, since yesterday, the problem has returned, with the Mini boxes losing connection multiple times per hour. Even after re-pairing the devices, the connection only lasts a few minutes before dropping again. I've tried enabling and disabling Wi-Fi on the boxes, but the problem persists.

Can anyone provide assistance with this issue? Thanks in advance

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Hi @SwedeBaggie 

When all boxes are connected to the router by Ethernet (either directly or through simple unmanaged Ethernet switches) you can then switch off all Q box WiFi.

Best to follow exactly the procedure below
Start with main Q box and first carry out a Network reset with the Ethernet connected.
Network Reset found in Q box Home - Settings - Setup - Network.
Highlight Status and then select Reset on the right hand side. Select connect wired to non Sky Router (or Sky router if on Sky Broadband). Do not carry out any WPS and just wait for the box to connect. It may take a couple of minutes. If it does not connect there is an issue with the Ethernet connection.
Immediately it connects go into the Q box hidden menu and turn off WiFi.

To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Go to Network to turn off both bands of WiFi. Confirm before exit.

Repeat the network reset on any minis in the Mini Home menu with the Ethernet connected. Again do not do any WPS and just wait for it to connect.
Once it is connected immediately go into the mini hidden menu (same procedure as above) and turn off both bands of WiFi. Confirm before exit.

[SwedeBaggie]

Thank you so much for your response.

They currently use Virgin Media as their ISP, as Sky Broadband isn't available at their address. I have one mini box connected directly to the main box, which is the one they care most about. Is this the correct setup? The second mini box in the spare room hasn't been used in two years and although it doesnt work currently is not an issue. 

I followed all the steps you mentioned, in the same order.

[oldfella]

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@SwedeBaggie wrote:

Thank you so much for your response.

They currently use Virgin Media as their ISP, as Sky Broadband isn't available at their address. I have one mini box connected directly to the main box, which is the one they care most about. Is this the correct setup? The second mini box in the spare room hasn't been used in two years and although it doesnt work currently is not an issue. 

I followed all the steps you mentioned, in the same order.

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Hi @SwedeBaggie 

The procedure l listed in my previous was based on All Boxes being on Ethernet.

This was based on your first post

" ......... We then connected the boxes using Ethernet cables"

If the main Q box isn't connected by Ethernet to your router then it would be a completely different procedure.

[SwedeBaggie]

thanks - sorry for the confusion.

So TV room has Q box, Living room has the Mini box, spare room has a mini box.

I looked at your post here (https://helpforum.sky.com/t5/Sky-Q/Connecting-a-mini-box-via-Ethernet/td-p/4576482#:~:text=if%20you%....)  which is where i got it from that I needed to connect directly to the main box from the mini box. My main box only has one Ethernet port as far as I can see so am not sure how to connect the 2 mini boxes and the router to it directly. Sorry if am missing something here but thanks for your patience its massively appreciated

[oldfella]

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@SwedeBaggie wrote:

thanks - sorry for the confusion.

So TV room has Q box, Living room has the Mini box, spare room has a mini box.

I looked at your post here (https://helpforum.sky.com/t5/Sky-Q/Connecting-a-mini-box-via-Ethernet/td-p/4576482#:~:text=if%20you%....)  which is where i got it from that I needed to connect directly to the main box from the mini box. My main box only has one Ethernet port as far as I can see so am not sure how to connect the 2 mini boxes and the router to it directly. Sorry if am missing something here but thanks for your patience its massively appreciated

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Hi @SwedeBaggie 

On 3rd party (nonSky) broadband if you want to connect just one mini by Ethernet then it does have to be connected to the main Q box.  In my post you quote above only the Mini was on Ethernet.

If just the one mini is on Ethernet then yes this has to be to the main Q box.  WiFi can be turned off on the Ethernet mini only and the main Q box WiFi must be left on (to connect to your 3rd Party router by WiFi.  Likewise the other mini on WiFi needs it on.

You can follow my post procedure to connect and turn off the WiFi connected mini but all othe box WiFi has to be on.

If it is practical to get Ethernet to all boxes then full Ethernet is the best possible connection method.

You can use a Simple Unmanaged Ethernet switch at any point where you can get multiple cables to.  Ethernet switches have multiple ports so you can connect multiple devices together.

Cables can go to any of the devices if practical.

Normally in your case to get full Ethernet on all Boxes you would need three Ethernet cables from your router (one to each Q box).

However if it not possible to get to each box directly connected to your router then you can use an Ethernet switch located at any box to connect multiple cable there.

Provided one of the cables goes to your router then the switch can located at any box.

However it's not always practical to achieve full Ethernet unless you have a simple route from box to box or box to router.

If that's the case then all the above about full Ethernet is academic.

[SwedeBaggie]

Thanks so much for the detailed reply - you are amazing.

Trying these steps now 

[oldfella]

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@SwedeBaggie wrote:

Thanks so much for the detailed reply - you are amazing.

Trying these steps now 

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Glad to help @SwedeBaggie 

If you need any more help just post back here.

Might be tomorrow I respond.

[SwedeBaggie]

I followed the steps exactly as you said. 

I disconnected the 3rd mini box from power so that's no longer in play.

I connected the 2nd mini box to the main box with a 20m ethernet cable,  I then reset the network connectivity on the mini box.

When the screen came on asking me to press another Sky device I ignored it, after maybe 3 mins seconds it closed and went to Step 4 of 4 - connecting to your Sky Q box.

I entered the hidden menu and changed both 2.4GHx and 5GHz to be off, the 5GHz channel width selection I left alone I then hit confirm.

The Main Q box works as expected, 

On the mini box, after about 30 seconds of seeing a no sat signal a picture came on perfectly, then after less than a minute the picture went but sound continued then the screen just went off completely.

I left for around 10 mins to see if anything was happening and then I tried again and it powered on

The mini box came back on and in the top right corner of the TV guide I could see a preview of the channel that I was trying to watch, if i try to navigate to another channel I get the message - saying   "You can't watch TV at the moment as there is a connectivity problem". 

In settings I can see:

Connection to Sky Q Box has a tick next to it

Network Connection has a tick next to it

Really thought you had sorted for me, any other ideas?

Thanks agaon

[SwedeBaggie]

Slight update on this.

Have left alone without touching anything.

Ocassionally a picture is shown on the mini box, then it freezes then I get a message

You can't currently watch  TV as theres an issue with connection between this mini box and your Sky Q box. 

Then this changes to You can't watch TV at the moment as there is a connectivity problem.

Then the program comes back on but I can't change channel.

Should I box the mini box to be physically next to the Main box and try connecting with another ethernet cable? I dont have another 20m one the one I am using is a standard Cat 6E 

[SwedeBaggie]

I tried moving the mini box to be right next to the Main Q box and followed the steps again, but I'm still encountering the same issue. Unfortunately, it doesn't seem to be related to the ethernet cable.

[oldfella]

Hi @SwedeBaggie 

try swapping the mini with one of the others and follow the same procedure again

[SwedeBaggie]

Thanks again for the suggestion, sadly still the same behaviour with the 2nd Mini box as well even when located in the same room 

[SwedeBaggie]

Am sure you have seen this multiple times but looks like this.

Video of working perfectly then disconnecting.

https://share.icloud.com/photos/06e2rMso5IWoAIDA80Ha86r_w

then after maybe a minute it comest back on then disconnects 

[oldfella]

Hi @SwedeBaggie 

Looks like you need to get the main Q box on Ethernet to your router