Sky Q box crashing & box fan spinning loudly - EE Broadband

[jrwn]

Further to my last post (211) on 5th July, EE have at last admitted that they are having problems with some Smart Hub Plus Broadband Hub power supply units causing interference on the ethernet port connections.  They have therefore replaced my SH31B Hub and instructed me to completely replace the Hub, PSU and all the associated EE provided cables and set it up with the new SSID and password and not reuse any saved hub settings.  Interestingly the new hub was configured with WPA2 security instead of WPA3 so that the Wireless compatible WiFi channel is not required and is Off.

I am pleased to say the ethernet connected Sky Q main box immediately connected without any changes in settings due to the continuous ethernet cable and has not crashed unresponsive since, although it is early days yet.  The 4 WiFi 5GHz connected Sky Q Mini boxes and Sky Booster are performing well with the 2.4GHz channel disabled. Fingers crossed that this is an answer to the Sky Q main box ethernet connected crashes problem that has plagued me for the last 3 months and some of you a lot longer.

[stereohaven]

Great update, thanks @jrwn 

[MrSKYQCrash]

I have both on for the time being at least. 🙂

[AnonymousMember]

You might want to consider calling sky emergency 24/7 helpline

[MrSKYQCrash]

Good to know.  Sky should however make firmware changes so their boxes are more stable.  

[Chodley]

---

@MrSKYQCrash wrote:

Good to know.  Sky should however make firmware changes so their boxes are more stable.  

---

Might well be buried too deep in some driver or open source library (or even at a hardware level) for them to have much control over. If indeed this electrical issue is what's at the root of the problem.

[wadinga]

Hi Chodley,

My tp-link is a 5 port Gigabit Desktop switch TL-SG105. Without this in line my PCs cannot detect the EE Superhub as an Ethernet network. Unfortunately its presence makes no difference to the Q box crashing, so that has to communicate using Wi-Fi and the as-fitted frequencies and thus not using Ethernet connection.

Regards

wadinga

[jrwn]

Sadly the new EE Plus Hub/PSU performance has not been flawless. It has lost the DSL connection once at 04:19 yesterday and this morning at 02:46 the Network Interface Ethernet portwent down and up 3 times in rapid succession with the main Sky box recovering without freezing.  However the main Sky box has just crashed unresponsive with the fan running at 16:09 after the Network Interface Ethernet again going down and up 3 times in rapid succession.  Only the Interface port to the sky box went down. So EE/Sky it looks as if the new EE Hub PSU is still causing interferene or there is still a technical interface problem out there which needs to be fixed

[RuralPirate]

Since I ditched the Ethernet and went full wi-fi, I have had no further problems. The Ethernet connection is the problem

[Chodley]

---

@jrwn wrote:

Sadly the new EE Plus Hub/PSU performance has not been flawless. It has lost the DSL connection once at 04:19 yesterday and this morning at 02:46 the Network Interface Ethernet portwent down and up 3 times in rapid succession with the main Sky box recovering without freezing.  However the main Sky box has just crashed unresponsive with the fan running at 16:09 after the Network Interface Ethernet again going down and up 3 times in rapid succession.  Only the Interface port to the sky box went down. So EE/Sky it looks as if the new EE Hub PSU is still causing interferene or there is still a technical interface problem out there which needs to be fixed

---

Painful

I assume you could just buy your own router instead?

[jrwn]

I've relented and gone full 5GHz WiFi after a further Sky Q Main Sky Box unresponsive with fan running and 3 EE Plus Hub rapid Network Interface Ethernet Port down event.  No doubt the distant mini boxes that used to be ethernet connected will regularly fail to find the Sky box or have a technical fault as they did in the past before we connected them by ethernet.  This EE/Sky Q ethernet problem really should be sorted out by now after so long and many "customer" complaints.  Outrageous service and poor value for Sky Q.

[Chodley]

---

@jrwn wrote:

I've relented and gone full 5GHz WiFi after a further Sky Q Main Sky Box unresponsive with fan running and 3 EE Plus Hub rapid Network Interface Ethernet Port down event.  No doubt the distant mini boxes that used to be ethernet connected will regularly fail to find the Sky box or have a technical fault as they did in the past before we connected them by ethernet.  This EE/Sky Q ethernet problem really should be sorted out by now after so long and many "customer" complaints.  Outrageous service and poor value for Sky Q.

---

So did you try putting a switch in between or using a different router? Got to be better than flakey wifi.

[wadinga]

Hi All,

My experience was that a switch helped the PCs on Ethernet but did not help the Q box at all. My personal feeling is that the EE Superhub is the problem. EE suggest they only support their own hub. Post above seems to confirm this is a known problem with this unit. I am lucky, I guess, that Wi-Fi from Superhub to Q box seems to be very stable over 6-7 metres and one wall and the Q box c. 12 metres and two walls to mini fails only occasionally. In this weather the mini frequently gets so hot it is uncomfortable to put your hand on it. Seems like a cheap/poor design with inadequate cooling/ heatsink. Mine stands on four little plastic tubs to let some airflow underneath. 

Good Luck

wadinga 

[Chodley]

As long as you have the login credentials (and EE back when they were BT never locked those down so hopefully still don't) I don't see why any router  won't work. They might not support it, but I can count the number of times I've relied on my ISP to diagnose a router issue on the fingers of zero hands.

[NSB7]

At least 3 times a day, sometimes on live TV, sometimes on radio and at times playing back recording. What's the fix?