Sky Q box regulary loses internet connection.

[Mattcarpenter82]

So, problem hasnt entirely gone away for us, still seeing main box disconnects. As you say above, our box and router are in same roomnot much more than 4m apart in a straight line.

I called sky broadband tech, apparently no online chat team, as was looking to see what needed to happen to revert to previous set up...back on the sky ER110 mesh network.

I was then asked if the tech could check some things over the phone with me, he started by asking me to check the standby modes, main q was on active, mini on eco, both now set to active...

We then carried out a software update. To my amazement there was another update downoaded and installed to both boxes.

Finally, he has arranged for a 'pod' advanced booster to be sent and placed roughly in the middle of the setup. Apparently we can have 3 of these sent by sky if needed before an engineer is asked to verify the setup.

We have a call scheduled 8th Dec to see if improvement had...

[Chodley]

It always pretends to update even if you're already on the latest. Did the version change?

[Joe+Mallia]

I have one of the booster between my mini and Q boxes. My mini still drops off sometimes but not often now. I have also wired up my Q box direct to the router. But a couple of nights ago it just wouldn't connect to my devices like iPad and phone even though BB was up. It has to be some compatibility issue. 
joe. 

[Mattcarpenter82]

Sorry, I couldnt tell you what it was before. I'd love to know if there was an event log we could interrogate, could see network drop outs and when updates were carried out etc!

[Mattcarpenter82]

Now on L (Q270.000.10.09L)

Sky website suggests PL is latest, but i cannot update to it, just going round in circles.

[Chodley]

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@Mattcarpenter82 wrote:

Now on L (Q270.000.10.09L)

Sky website suggests PL is latest, but i cannot update to it, just going round in circles.

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PL? No.

[Mattcarpenter82]

Do you know what latest is please?

[Chodley]

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@Mattcarpenter82 wrote:

Do you know what latest is please?

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The one you've got

[Davidfe]

As an update: Now on the 13th December and no drop outs since the 27th November.

Connected to 2.4ghz on a TPlink wifi extender for both main box and mini. Everything else in the house connects to my ORBI mesh without any issues.

We also don't connect to Netflix etc via SKY app, instead connect through smart TV app. It seems much faster and more reliable.

[Joe+Mallia]

Sorry what's an ORB Nest

[Joe+Mallia]

Excuse my previous message. I meant what is an ORBI MESH

[Davidfe]

Orbi mesh.

Google it  and will clarify for you.

Give me a shout if you need any help.

David. 

[Mattcarpenter82]

Another update, after having a crazy day with disconnection yesterday, i set to work trying to single out the issue today. I removed the hex pod, booster, sky q mini and another range extender from the setup, removing power to each.

Connected Q main box to Network wifi and it held up for 20mins.

Next switched on and booted up the mini box, connected to network then main q box dropped connection.

Switched off mini, got main q back online and held up.

Left mini off, and started my range extender. Stayed online.

I had a call with sky booked, so when they called I explained and they agreed to send a new mini box out.

My current suspected troublesome one is the 1st one I had when taking out Q, a good few years ago!

Will post up when this is installed.

[Mattcarpenter82]

So, updated Q mini box delivered and installed.

Problems straight away with the main box as soon as the mini is connected to the network.

Ive tried everything i've read on here/been advised by sky so far and still no better off.

These items in my opinion are incompatible.

I have a call back on Sunday afternoon, where I will again be exploring the option or reversing my wifi max if there is no progress.

[Laing1]

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@Mattcarpenter82 wrote:

So, updated Q mini box delivered and installed.

Problems straight away with the main box as soon as the mini is connected to the network.

Ive tried everything i've read on here/been advised by sky so far and still no better off.

These items in my opinion are incompatible.

I have a call back on Sunday afternoon, where I will again be exploring the option or reversing my wifi max if there is no progress.

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@Mattcarpenter82 are you connecting the mini by wifi ?

also can i confirm all the equipment you have is it, the max router,  Q main box, 1 mini box, a max pod, a Q booster and a range extender (third party)  

so Q box to max router is by wifi. is there any booster or pod involved in this ?

mini box if by wifi is this being connected to the router or the main box again is there a pod or a booster involved and what is the range extender for/connected to

If there is no range extender my mistake sure i saw that in one of your posts

just trying to get an idea of what equipment ypu have and how you are trying to connect it up