Sky Q box regulary loses internet connection.

[deepgreen]

It is a ZYXEL router, and yes, I did mean wi-fi hot spots.

[Chodley]

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@Nigel501 wrote:

Use of a Public DNS 1.1.1.1 bypasses the ( Enabled by default ) VM Child Safe DNS content filter which I've found stops the connection for sky q 

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Hmm. Maybe there is more than 1 type of connection problem. Where is that filter running? On Virgin Media's DNS? Is that what you meant by VM or is it another acronym?

[Chodley]

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@Mattcarpenter82 wrote:

Hi @Nigel501 so this morning we are still running, which is a good sign. Especially without all the extra equipment! Yes, I know it was two extra items, but thats teo items I didnt have before WiFi max!

Now, what DNS would you expect to find by default in a Sky Q box? Mine was 192.168.0.1, the same as the router IP...is this correct/expected?

I'd imagine this is set in the sky q box by the Router at the time of connection?

I'd also still be interested to know if this is an erroneous DNS address should I be amending it too in the mini?

Peraps there is somewhere in the router I can change the default and if so, what should it be?

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Correct. The DNS is assigned by the router when the device connects and it defaults to being the router's own LAN address (it also has a WAN address on the internet facing side). It then forwards any DNS requests it receives to the upstream DNS it was in turn assigned when it connected to the internet (almost always one run by your ISP)

[Mattcarpenter82]

So, whilst waiting for my Engineer visit, I decided to plug in my max pod, all was ok until i restarted the Q TV boxes, mini got back online, but then when I did the main box it failed to connect. I suspect it was trying to use the max pod.

Turn off the max pod and all back up and running.

Have same issue with the TP extender in my garage. As long as SSID differs to max hub, all ok. Second I set it to same SSID, Sky Q TV box falls over.

Ive put it back to working state awaiting visit, with my DNS still set at 1.1.1.1 on main box.

[Mattcarpenter82]

Soo....Engineer visit made, and massive setup changes, basically looking at it from scratch.

They left me set up as follows.

DNS returned to Automatic setting of 192.168.0.1

Wifi Max Router untouched.

Wired, Wireless Booster plugged into Router.

Sky Q main box, connected on 5Ghz only to wired wireless booster. New SSID.

Sky Q mini, also connected to new SSID 5Ghz only.

Wireless Booster added as signal was noted to be low between mini and main.

Max Hex Pod was placed in a central location with a view to extending/improving original SSID wifi.

Personal TP link extender in garage set to same wifi SSID.

Was working until I switched on mini at tea time and got met with connectivity issue message on screen for mini to main.

Have failed to come to a resolution so far, without reverting back to my set up prior to sky visit, but unplugging the mini and leaving unplugged allows the main to stay connected.

Other than reverting, what do I do now?!

Ive power cycled all except router. And reset connections.

I am very highly considering asking to cancel the wifi max, or run a network cable to the main box.

Advice or opinions please.

To add to this, I also note I experience netflix blackouts, likely due to low speed when trying to stream HDR content, 18mb/s...need 25mb/s ideally...

[Chodley]

Maybe put a cheap switch between the booster and router and use a Powerline from the misbehaving mini to that.

[Mattcarpenter82]

Again, took 'bull by the horns' this morning...

Disconnected all extenders (Max Pod, Wired Booster, Wireless Booster and Garage TP Link Extender.

Reconnected the main Q box to my WifiMax Router via WPS.

Reconnected the mini Q box to my Sky Main Box via WPS.

Tested for 30 mins.  All stable and OK for both TV and Netflix.

Plugged Max Pod in to Garage - this is a new position.  I was dubious about signal reach...but it made it and 3 devices now connected via this.

I had all working via this set up for an hour.  Decided the list of devices on my router was a mess, no way that I can see to remove, so 'bit the bullet' and did a factory restore on the WifiMax Router.

After a little while, most if not all items have reconnected, including the Max Pod in the Garage, and 3 devices.

In the My Sky app, the device labelled as my Main Q box has not come back to connected, which it was before the reset, however it was showing by an incorrect IP address (one previously used by the Q box) so I have removed it from the app.

I now have all working - but with just one oddity to note...(1) No item on the my sky app for the Main Q box, but it does show as a MAC address on my connected devices via 192.168.0.1 log in on browser.

Interestingly noted also was (2) both Sky Q boxes have reserved IP - not DHCP.  If anyone can help explain these points (1 & 2) I would appreciate it!

Now, not in the system is the previous device used to extend signal to the Garage - in the event this all remains connected, it could just be that this item was the culprit for my disconnects.  I have been suspicious before.  For Information, this is a TP Link, 300Mbps Wireless N Nano Router (TL-WR802N) - configured in Range Extender Mode.

[deepgreen]

Since I made my system changes, I have now had stability for almost a week.  It is a shame that, in 2025, we have to fiddle around like this to make what is an expensive entertainment system work as it is supposed to.  I feel for those less tech-savvy than I (and, again, I am pretty basic).

[Mattcarpenter82]

Yes you are right. I know it should make no difference, but all my kit in question is Sky kit!!

I am glad you have managed to find some stability.

I too have enabled the hotspots this afternoon, and so far so good.

[Mattcarpenter82]

My set-up detailed above is still seeming to be the best way forwards.

I have since moved the max pod into my my conservatory, the nearest electrical point to my garage at the house - and disabled the wifi hotspots in a bid to improve connections inside the property to items at furthest distance.

This has improved things on that side, yet to see how the connection is in the garage - this will come this afternoon as I plan to spend some time in there with webradio etc.

Still outstanding for me are the below anomalies.

Main Sky Q identifies on Router gateway only, by IP.

Main Sky Q doesnt show on MySky App.

Main Sky Q MAC on Router differs to those shown on Status screen of Q box.

Devices online on the pod appear offline on the router gateway.

Sky thinks they fixed this issue, how do I tell them they didn't - but I maybe have?

I have just taken out Sky Fibre, Install not for a couple of months - but depending on how this pans out, I may look to run network points to the TV area for Sky Q box, Xbox etc - but its also possible I could look into Sky Stream or equivalent.

[Mattcarpenter82]

Evening all,

Just to update my setup is still as above and seems ok.

I have caught the main Q box restarting early hours, thought may be updates but version number stays same.

Seems also sometiimes on restart it drops network, connecting it back up is very sticky. So...i use WPS and it struggles to auto detect the ip and settings. It seems to randomly just connect after a while.

Any further thoughts from the group?

[Mattcarpenter82]

Oh and my Q box still isnt visible on the wifi network on mysky app.

[Chodley]

It will always reboot overnight.

these failures to reconnect are the kind of headaches I never managed to fully resolve before abandoning wifi.

[Rich2384]

Only just come across this feed after 18 months of havnig Sky keep dropping out of my Vodafone internet connection. Like everyone else, all my toher devices on the house remain connected so I know this is a sky connectivity issue. I eventually started taking photos on my phone everytime the TV told me I had no connection.

Had an engineer out twice recently...... initially he informed me that he had looked into my account and could see that I'd had poor connection problems for the past year or so!! So SKY know wbaout your issus!!!

The engineer reconfigured all my devices and the problem seemd to be ok for about 2 months before it returned.

The engineer came out again after several phone calls to Sky and linked a sky router to my Vodafone router. Although improved the connectivity issues remain.

I have been a Sky customer for over 26 years and get told how valued I am as a Diamond member, yet despite the ongoing problems Sky have just put all my TV package prices up.

I have been asked several times if I would like to upgrade to Sky Glass etc... but I simply remind them that Sky is unable to maintain a regular connection to the internet so why would I ever go to a streaming service and pay even more???

I am starting to wonder if this is a ploy of SKY to get people to swap over to streaming services where they have even more control??

I'm afraid that I feel my 26 years of loyalty may be coming to an end!!

[Chodley]

Like I always say, trying to solve this by continuing to persevere with wifi is not going to reduce anyone's blood pressure.