Sky Q box keeps losing internet connection

[GuppyHouse]

Sky Q loses connectivity multiple times a day, daily.

Our internet speed and connection with our broadband provider, Zoom, is fast and causes no issues to our other devices. It is only our Sky Q box that has issues.

Is a new Sky Q box required? 2 multiroom boxes also affected.

[Brill+Gill]

Hi @GuppyHouse, 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. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141
 

[GuppyHouse]

We have very strong download and upload broadband speed with Zoom. All devices are connected fine with no issues apart from our SkyQ box and 2 mini boxes.

watching via iPad is fine on the Sky app.

internet disconnects multiple times a day. 
we reconnect via settings and it lasts again for hours / minutes / seconds before disconnecting again.

i believe this could be down to an aged skyQ box where the receiver is no longer working as it should.

this has been going on for months and my last attempt to log an issue did not come back with any solutions. No one from Sky replied via the coloured talk bubble.

please help! Desperate to resolve this. I need to talk to a human and not a bot

thank you

[Danz994]

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. Please be aware conversations automatically close if there is no response within 48 hours.

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#M141

[GuppyHouse]

This is the third  message for help I've left within a week.

Our sky Q box keeps disconnecting from our very strong WiFi. I think the box needs replacing.

we have been unable to use Sky mini boxes as a result of this for over a week.

we need to talk to a human. No one has been available to chat to us when we've been online to check.

we've done various checks ourselves.

resetted the box.

disconnected and reconnected the wires.

turned off and restarted the broadband.

we need a human to call us or provide us with a phone number to call ASAP... please.

[daveNOS]

@GuppyHouse The forum does not allow phone numbers to be posted, Sky did reach out to you in one of your other threads, I take it you never engaged with them via the private chat that was offered?

You should be able to find a phone number to call via this link https://www.sky.com/help/articles/sky-assistant-contact-sky?irct=web-assistant-sky-assistant-contact...

[Daniel0210]

@GuppyHouse 

Your three separate threads have been merged so as to provide some background to this. Both your previous posts were escalated by staff for a private chat which I presume you didn't engage in? 

No one from Sky will call you as a result of posting on here. Any Sky account/s you may have are not linked to your Community Forum username so no one knows who you are. If the chat invites have closed due to no reply you will need to initiate contact with Sky as indicated by @daveNOS