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

[Daniel0210]

@Raysgroovy81 

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[Scan1]

I followed recent suggestions, disconnected the Ethernet lead and connected the Sky Q box by WiFi - So far, so good - No problem for 4 days 🤞

[TimothyT]

Hi All 

Sorry for the length of time its taken me to reply, been having issues with EE....   There Router not only has issues with Sky but other suppliers also. I took out the Ethernet cable, and restarted all thrree boxes in the house. I then went into the router setting and made all three of the boxes to keep the IP address on the router. I do have lots and lots of items on my router, this is due to lots of TAPO items Sockets, Bulbs and Cameras, also have bulbs from other manufactures on there also. Its about 50 items all with varible addresses. SoI just prefer tto have the three boxes to be fixed. 

[Richew2000]

Been reading comments after having similar problems and sent new sky box which didn't stop sky freezing as per my original box.... this us how I got round it.

soeak to ee..... tell them your having issues with connection and need a WiFi booster ( ee will supply you up to 3 followed by an engineer visit if your still not happy this will cost you an extra £3 a month if you have 1 , 2 or 3 WiFi boosters .

pair your ee WiFi booster with your ee router and follow instructions until you get solid opaque light on WiFi booster.

plug your ee WiFi booster close to your sky box and connect it to sky box via Ethernet .... obviously this means that you take out your Ethernet connection from ee router .to sky box first .

this works for me so far (5 days with no crashes or freezes or fan making loud noises )....hopefully will for you also 

[wadinga]

Hi All,

I've been on another thread but this is the place to be with the EE S mart H ub P lus to Sky Box Q disaster. I have the same problem with random crashes at random times throughout the day or night irrespective of whether the box is operating or on standby. I guess the workaround of using SHP wireless to filter out whatever the SHP sends out on its Ethernet line crashing the Q box is one way of doing it.

The BT business Smarthub did not have this problem  but switching to BT domestic meant EE and a new hub/router.   Now it is just Sky and EE pointing at each other and saying it's their problem, not ours. 

I'll keep watching to see what comes along. 

wadinga

[stereohaven]

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@wadinga wrote:

The BT business Smarthub did not have this problem  but switching to BT domestic meant EE and a new hub/router.   Now it is just Sky and EE pointing at each other and saying it's their problem, not ours. 

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Nor does my resedential BT Smart Hub 2, which suggests to me this is indeed an EE Smart Hub problem, or at least a setting related to it that needs to be changed.

[Richew2000]

Just an up date ....as per my post on 18th November where I explained that after experiencing the problems that are all over this thread I removed  the Ethernet connection from ee router and after pairing with smart hub plus range extender which I placed next to sky q box and then used Ethernet connection from this to sky q ....this is still working fine and my 4 mini q boxes are ok as well via the WiFi .....one thing I need to change  in my original post  is that I was told by ee that the range extender (you can have up to 3 for same price ) would be £3 extra per month  ......after a further conversation I was informed it is actually £7 per month !!!!!...... not ideal

i know and am hoping we will sort it out and I can return them one day ....but at least we can watch sky once more without it  constantly crashing and sounding like a plane about to take off ......so 15 days all good if you can call this good!!!

[wadinga]

Hi Richew2000 and all,

It certainly seems the Ethernet  output from the EE Smart Hub Plus is poison to The SKY Q box. Most recent crash 16.39 today. I also find PCs cannot see it (No network) using any useful length of either cat5e or 6 Ethernet cable. By connecting a short Ethernet from the hub to a TP switch (splitter) the latter's powered output will communicate over distance. 

Using the Smarthub to extender(s) to bypass its useless Ethernet ports is a nice move but paying EE extra to avoid their faulty design/construction is a poor deal to say the least. I plan to ask for free extenders until they sort out their hub. The complaints/tech agent I spoke to, supposedly EE but she accidentally admitted she was really BT, never acknowledged that there was a long standing EE Smart Hub Plus/Sky Q box problem whilst saying all the problems must be down to Sky. 

All the best

wadinga

[Pete-max]

I have just unplugged the Earth net cable from my sky box and it still all working. I did that 5 days ago and no issues so far. 

[Raysgroovy81]

Hi @wadinga 

Good luck, let us know if you get anywhere with EE. The focus in this forum is on the Sky equipment failure but the common theme of problems coinciding with a move to EE. I have contacted EE and Sky have asked whether they could contact them on my behalf, it will be interesting to see what they come back with.

I'm unable to connect my box to Wi-Fi, else I would remove the Ethernet.

Regards

Ray

[wadinga]

Hi Raysgroovy81 and Pete max,

Ray you have provided plenty of data on problem. My guess is the EE SHP is sending something the Q box doesn't like on Ethernet but you are right Sky need to identify and provide a software update to provide protection. EE may just shrug and say not our problem- get EE TV! Given the many who have reported the same problem it is very surprising the "team" can't simulate it. 

Pete are you using EE Smart Hub Plus or some other router/Wi Fi source? How have you configured Sky Q to get Catch Up and other download material via WiFi if no Ethernet connection?

All the best

wadinga 

[wadinga]

Hi Pete

Are you using EE Smart Hub Plus or some other router/Wi Fi source? How have you configured Sky Q to get Catch Up and other download material via WiFi if no Ethernet connection?

All the best

wadinga

[Pete-max]

Hi, yes I'm using EE smart hub plus. I'm not sure as all I did was unplug the earth net whiles I was on set up on sky. I then got two x saying I was not connected to the internet. I waited a few moments and it connected it self. I have lost the connection once since then, but we did have a power cut, so I just plug it back in and once I had 3 ✔️ I plug it out again and it then continued itself. Hope that helps? Pete

[wadinga]

Hi Pete,

As I understand it if you want streamed material, catch up or whatever it comes in from the internet. So either you are not getting those things with Ethernet disconnected or the Sky Q box has somehow identified your Smart hub as a trusted source and is bringing that material in via WiFi instead. With the Ethernet disconnected, if you look at settings - network does it say WiFi and ID your Smart Hub? 

All the best

wadinga

[TimmyBGood]

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@wadinga wrote:

The complaints/tech agent I spoke to, supposedly EE but she accidentally admitted she was really BT,

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For clarity, EE has been owned by BT Group for a decade, and is now becoming the brand name under which BT will supply domestic service going forward.  The BT branding will transition to solely business services.

https://www.bt.com/about/bt/our-brands