Sky Q box keeps disconnecting for EE Broadband Router

[abercrombie10]

We have recently switched broadband from Sky to EE as they were offering a better deal, however, since switching our Sky Q box keeps disconnecting itself from the router and we have to enter the password again. It then reconnects and works fine but after a day or so the same issue occurs and I have to enter the password in again.

No error message is displayed other than to say theres no internet connection and that it will keep trying to connect but unless I go into the settings and put the password in it never self remedies. Everything else works fine with the broadband so I don't think its an issue with the actual router.

I have seen a few threads on here with the same issue but I can't seem to see one where anyone has found a solution 😕

[Brill+Gill]

Hi there, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[TonyG5]

Put the Sky Q box in standby.

Go into the EE Broadband Router admin mode and select 'Restart'. Give it a while to return to service.

Turn on the Sky Q box and check the status.

In the router admin mode check devices and confirm the router reports the Sky Q device is ok. It should be on a 2.4Ghz channel.

If not, reset the connection via the Sky Q box menu and connect again.

Connecting your Sky Q box to a non-Sky broadband router | Sky Help | Sky.com | Sky Help | Sky.com

[Sara153]

I am having the same issue and can't speak to anyone about it, and the chat bot is not able to signpost me to anyone who can help

[JuliaL]

I'm having the same issue and it's driving me to despair!

[pjhaahl]

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@abercrombie10 wrote:

We have recently switched broadband from Sky to EE as they were offering a better deal, however, since switching our Sky Q box keeps disconnecting itself from the router and we have to enter the password again. It then reconnects and works fine but after a day or so the same issue occurs and I have to enter the password in again.

No error message is displayed other than to say theres no internet connection and that it will keep trying to connect but unless I go into the settings and put the password in it never self remedies. Everything else works fine with the broadband so I don't think its an issue with the actual router.

I have seen a few threads on here with the same issue but I can't seem to see one where anyone has found a solution 😕

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This used to happen to me. Its a longstanding issue. Its to do with the unified 2.4G - 5G SSID.  The Sky Q box can't cope with it. The absolute bulletproof fix on an EE hub is to create a secondary Wifi Network or set up the guest network on the router and make it 2.4g only.