Sky Q Not Working - No Live TV on Mini Boxes

[johnhunter23]

Hi,

I recently had Sky Q installed at my property. When the initial set up was done, everything was working - I have the main Sky Q box in addition to 3 mini boxes. My internet is with FibreNest and by the hub (where the main Sky Q box is located within a couple of feet) I get c250Mbps speeds.

The day after installation, the Live TV on one of my mini boxes started dropping out (resulting in the "There is a problem with your Satellite Signal" error message) but it would come back on after 20/30 seconds. When I woke up the next morning, I had the same error message on all mini boxes and have been unable to get any Live TV signal back since.

While this has been going on, my main Sky Q box is working correctly in terms of Live TV and all 'on demand' features albiet the thumbnails for the 'Apps' section do not seem to be loading properly. On all mini boxes, the 'on demand' features have also continued to work so I can watch Netflix etc without issues and all mini boxes are showing as connected to the internet and connected to the main box.

I originally had an engineer come out and state it may be an issue with my Wifi (which has speeds of c250Mpbs regularly). He connected the main box to the hub by Ethernet cable to test this and similar issues with the main box seemed to remain (thumbnails not loading).

I have today had my internet engineers come out and they have confirmed there is no issue at their end and have even replaced my hub to be sure but the same issues persist with Sky.

Anyone have any ideas? Feels like it could be an issue with my main Sky Q Box (which was not new and was brought with me from my previous property) given that all other internet devices in the property run without an issue? The previous engineer also mentioned I may have an issue as the provider used a 'Dynamic IP Address' as opposed to a 'Static IP Address' - does anyone have any experience with an issues being resolved from moving from a 'Dynamic IP Addreess' to 'Static IP Addresss' as I can make this change with my provider for an extra cost.

Any help would be much appreciated.

Thanks,
John

[nigea99]

hi @johnhunter23 

Probably the main thing you need to be aware is that when your internet/wifi is not SKY then the minis do not use your wifi - they use a wifi generated by the Main box.

[johnhunter23]

@nigea99 - thank you for that, it was not something I was aware of but that certainly seems to point to the fact there is an issue with my main Sky Q box if the Live TV signal is pushed to my mini boxes via that as opposed to my home Wifi?

[nigea99]

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@johnhunter23 wrote:
@nigea99 - thank you for that, it was not something I was aware of but that certainly seems to point to the fact there is an issue with my main Sky Q box if the Live TV signal is pushed to my mini boxes via that as opposed to my home Wifi?

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Not necessarily a fault with the main box - although if people experience problems we do suggest a full reboot of the main box followed by the minis.

It could just be a problem of the SKY wifi reaching the minis due to location or interference. 

I know when I had my Q box first installed I initially had problems with the mini dropping out most nights - moving my mini just a foot or so to one side & turning off the wifi in the AV amp it was adjacent to cured my problems.

You might be able to get a wifi booster from SKY 

Are you able to link the minis to the main box via ethernet or alternatively all boxes tou your network via ethernet ?

[johnhunter23]

@nigea99 - since the boxes first went out (c2 days after the initial installation visit), I have been unable to get any of the mini boxes working again. A booster was fitted at the time - signal strength/speed in each of the rooms standing by the boxes seems good. By full reboot do you mean a factory reset or the usual off at the plug cycle? I have tried this several times, including after my new WIFI hub was fitted today with no success. Thanks

[nigea99]

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@johnhunter23 wrote:
@nigea99 - since the boxes first went out (c2 days after the initial installation visit), I have been unable to get any of the mini boxes working again. A booster was fitted at the time - signal strength/speed in each of the rooms standing by the boxes seems good. By full reboot do you mean a factory reset or the usual off at the plug cycle? I have tried this several times, including after my new WIFI hub was fitted today with no success. Thanks

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As the SKY wifi is a closed wifi I am not fully sure how you can gauge the strength

BY full reboot I just meant a power off (unplug / switch off at mains) restart & not an 'engineer's' reset

I will be honest the wifi side of Q is not really my area - hopefully one of the other regulars here can provide more insight.

[johnhunter23]

Yea that is fair enough - I just meant general signal strength. Thank you for your help though, I appreciate it!

[johnhunter23]

Anyone with any other ideas? Suggestions?

[johnhunter23 · Accepted solution]

It was an issue with the hard drive on my main Sky Q box - this has been replaced and works now without an issue